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What are Profiles and Permissions?

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Profiles in Zoho FSM define a user’s access level and the actions they can perform, so each team member only sees the features and data relevant to their role. Zoho FSM offers Standard Profiles, which are predefined and cannot be changed, and Custom Profiles, which are fully customisable.

Standard profiles

Zoho FSM comes with five built-in Standard profiles, each suited to a specific role:

  • Administrator: full access to all modules and settings. Can configure the system, manage users, profiles, billing, APIs and automations, and sets up Zoho FSM for the organisation.
  • Dispatcher: has access to the Dispatch Console for assigning appointments, and can view, create and edit most transaction modules such as Work Orders, Estimates and Appointments.
  • Call Center Agent: can create and manage Service Requests, with access to a limited number of modules and no access to the Dispatch Console.
  • Field Agent: uses the FSM mobile app to view and complete assigned work, and can create and complete appointments, but cannot edit or delete records they did not create, and has view-only access to customer details.
  • Limited Field Agent: assigned to complete work only, cannot create or modify records, and cannot view pricing or edit work orders. Ideal for temporary or contract workers.

Standard profiles can be viewed at Setup > Workforce > Profiles.

Custom profiles

When the standard profiles do not fully match your organisation’s needs, a Custom profile lets you define tailored permissions by cloning an existing Standard or Custom profile.

  1. Go to Setup > Security Control > Profiles > New Profile.
  2. Clone an existing profile and modify its permissions as needed.

Custom profiles are especially useful where a role spans more than one standard profile, for example a dispatcher who also works as a field agent, or a manager who needs broader access than a standard profile allows.

Categories of permissions

Permissions within a profile fall into several categories:

  • Record Operations: the standard create, read (view), update (edit) and delete actions.
  • Record Actions: context-specific actions such as Complete Appointment, Convert to Estimate, Cancel Appointment or Mark as Ready.
  • Feature Access: access to modules such as the Dispatch Console, Reports, the mobile app, Settings, Invoices and Quotes.
  • General Permissions: company-level configuration, such as organisation settings, business hours and holidays, and teams and territories.
  • Developer Access: permission to use APIs, configure automation, write and manage functions, and set up webhooks.

Important restrictions

  • View access to key modules such as Work Orders, Appointments and Customers cannot be removed entirely for any user.
  • If a profile lacks permission to create an estimate, the Convert to Estimate action is disabled for it.
  • If Show Pricing is disabled for a profile, that user cannot see prices on the mobile app or web interface.
  • Data import and export, and bulk actions, are limited to Administrators.

Best practices for profile management

  • Start by cloning an existing profile when creating a custom one, rather than building permissions from scratch.
  • Use clear, role-based names for custom profiles, such as “Senior Dispatcher” or “Read-only Manager”.
  • Grant only the minimum permissions a role needs.
  • Review profile permissions regularly, especially when onboarding new users or when job responsibilities change.

Frequently asked questions

What is the difference between a Standard and a Custom profile?

Standard profiles are the five built-in roles and cannot be changed, while a Custom profile is created by cloning one of these and adjusting its permissions.

Can a profile combine Field Agent and Dispatcher access?

Yes, this is a common reason to create a Custom profile: cloning an existing profile and adjusting its permissions to match a role that spans two standard profiles.

Which permissions are limited to Administrators?

Data import and export, along with bulk actions, are limited to Administrators.

Need help?

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

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