What is Service Territory Management?

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Introduction

Service territories are defined areas geographical, departmental, or commercial that help businesses manage field services more effectively. Each territory acts as a segment of your operations where service requests are handled by designated personnel such as dispatchers and field agents.

 

For example, a service territory could be a specific region, and service resources are assigned to handle requests in that region.

 

Available in Editions:

  • Standard
  • Professional

Creating Service Territories

 

Permission Required:  Territories
A default territory is automatically added when a new Zoho FSM account is created.
[Check edition-specific limits here.]

To create a new service territory:

  1. Go to Setup > Workforce > Territories.
  2. Click New Territory.
  3. Fill in the following fields:
    • Territory Name: Enter a unique name.
    • Address: Enter the Street, City, State, Postal Code, and Country.
    • Description: Add additional details about the territory.

 

4. Click Create.

 

Once added, the territory will appear in the list. You can quickly search for a territory using the search bar.

 

Editing Service Territories

 

To update existing territories:

  1. Navigate to Setup > Workforce > Territories.
  2. Click the name of the territory you wish to modify.
  3. Click Edit, make your changes, and then click Save.

 

Editing Service Territories

To update existing territories:

  1. Navigate to Setup > Workforce > Territories.
  2. Click the name of the territory you wish to modify.
  3. Click Edit, make your changes, and then click Save.

Alternatively, hover over a territory in the list and click the Edit [✎] icon.

 

Deactivating Service Territories

⚠ Important: Deactivation is permanent. Deactivated territories cannot be reactivated.

 

Steps to deactivate:

  1. Navigate to Setup > Workforce > Territories.
  2. Click the territory name you want to deactivate.
  3. Click Deactivate or select Deactivate [🗑] from the hover menu.

 

4. Confirm the action by clicking Yes, Proceed.

 

 

What happens after deactivation:

  • All users and crews assigned to the territory will be unassigned, and their End Date Time will be recorded.
  • If active crews are still assigned, you must deactivate them first before deactivating the territory.
  • If transactional records (Requests, Estimates, Work Orders) are associated, they will be listed for review. You must confirm deactivation to proceed.

 

Note:

  • You cannot create service appointments for work orders linked to a deactivated territory. You’ll need to clone the work order and assign a new territory.
  • If converting a Request or Estimate that’s linked to a deactivated territory, you must change the territory before proceeding.

 

Viewing Service Territories

Click on a territory name to view its details. The information is displayed under two sections:

 

 Overview

  • Displays all the core information of the territory including name, address, and description.
  • Lists all service personnel assigned to the territory. A resource is considered active if their End Date is in the future.

 

Adding Resources to a Territory

To assign service personnel to a territory:

  1. Navigate to the desired service territory.
  2. Click Add Resource in the overlay, or use the Add Resource [➕] option from the hover menu.
  3. Select a user, and set their Start Date and End Date.
  4. Click Add.

 

The resource will be active in the territory during the specified period.

 

Resource Assignment Impact:

  • Assigned users appear in the Service Resource dropdown when creating appointments for that territory.
  • Users also appear under the assigned territory in the Gantt View of the Dispatch Console.

To modify an assigned resource, hover over their entry and click the Edit [✎] icon.

 

Key Notes

  • Deactivation of a territory is irreversible.
  • You must unassign active crews before deactivating a territory.
  • Transactional records may be impacted and must be reviewed before deactivation.
  • Territory assignments affect appointment creation and dispatch visibility.
Set Up Workforce - Previous What are Profiles and Permissions? Next - Set Up Workforce What is Crew Management?

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