User Management in Zoho FSM

Estimated reading: 5 minutes 335 views

Zoho FSM supports a multi-user environment with five built-in profiles that control what each person can see and do: Administrator, Dispatcher, Call Center Agent, Field Agent and Limited Field Agent. This guide covers creating users, inviting them, and managing their access, territories, skills and crews.

Creating a user

Go to Setup > Workforce > Users.
Click New User.
Enter the first and last name, an optional employee ID, and a unique email address, then choose a profile and language.
Click Save.

The user invitation flow

An invitation is sent to the email address provided. If the invited person does not already have a Zoho account, they are prompted to create one before accepting the invite.

If they already have a Zoho account, they can accept the invite directly.

If someone tries to join using the application URL without first accepting the invite, they are asked to verify their Zoho account: click Accept the Invite,

click Send Code,

then enter the code received and click Verify.

A user can receive invitations from more than one Zoho FSM organisation and must choose one to join.

If they are already part of another Zoho FSM organisation, they need to be removed from it before they can join a new one.

Assigning territories to users

Go to Setup > Workforce > Users and click the user’s name.
Under Territories, click + New Line.
Select a territory, set the start date (mandatory) and, optionally, an end date, then click Save.

A user only appears in the Service Resource dropdown in Appointments, and in the Dispatch Console’s Gantt View, for a territory that matches. Existing entries can be edited by hovering over them and clicking the edit icon.

Assigning skills to users

Go to Setup > Workforce > Users and select the user.
Under Service Resource Skills, click + Assign.
Enter the required details and click Create.

Skills need to be created before they can be assigned to a user.

Managing crews

Any crews a user belongs to are listed under the Crews section of their user details.

Managing users

You can perform the following actions on a user record: Edit to change their details, including their profile; Reinvite to resend the invite email to an Unconfirmed user; Deactivate to temporarily revoke access; and Delete to remove access permanently. For a user with the Field Agent profile, all of their appointments must be reassigned before they can be deactivated or deleted.

Deactivate a user

Go to Setup > Workforce > Users.
Select the user.
Click Deactivate.

Confirm in the pop-up dialog. The Super Admin cannot be deactivated, or deleted.

Delete a user

Go to Setup > Workforce > Users.
Select the user.
Click Delete.

During deletion, you can transfer ownership of the user’s open requests, work orders, estimates and service appointments to another user, along with any crew lead roles. Their associated trips and timesheets are ended, and they are logged out of the mobile app.

User statuses

A user can be Active (has accepted the invite), Inactive (deactivated), Unconfirmed (invite not yet accepted) or Deleted (removed from the system). You can filter the user list by these statuses.

The Users menu

From Workforce > Users you can carry out the main user actions:

Create User

Edit User

Deactivate User

Delete User

View User Details

The user details page

This page gives a full view of a user, including:

Timeline: tracks all changes made to the user.

Calendar: shows appointments assigned to the user in monthly, weekly or daily view. Hover for details or click for the full view.

From the calendar you can create an appointment by clicking a slot, selecting a work order, adjusting the fields and clicking Schedule,

and reschedule an appointment by dragging it to a new date or time, or resizing its duration, in Week and Day views.

Service Appointments: lists appointments assigned to the user individually or as part of a crew.

Territories: lists territories assigned, with their start and end dates.

Crews: shows the user’s crew memberships.

Service Resource Skills: view or edit the user’s skills, and assign new ones with + Assign.

Trips: view the user’s trips, with a map view for each one.

Related Lists: includes their time off and attendance records.

Filtering and searching users

You can filter the user list by status,

and search for users using multiple field criteria.

Frequently asked questions

What are the built-in user profiles in Zoho FSM?

Administrator, Dispatcher, Call Center Agent, Field Agent and Limited Field Agent, each with a different level of access.

What happens if a user is already part of another Zoho FSM organisation?

They can only be part of one organisation using the same Zoho account at a time, so they would need to leave the other organisation before joining a new one.

Can I delete a user who has open work orders or appointments assigned?

Yes, and Zoho FSM lets you transfer their requests, work orders, estimates and service appointments to another user as part of the deletion.

Need help?

Need help setting up users in Zoho FSM? Contact support@thoughtlogik.com or see our Zoho implementation services.