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What is Service Territory Management?

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Service territories are defined areas, whether geographical, departmental or commercial, that help a business manage field service work by region or segment. Each territory groups the service requests, dispatchers and field agents responsible for that area, for example a specific region where certain resources handle all requests.

Creating service territories

A default territory is added automatically when a new Zoho FSM account is created.

  1. Go to Setup > Workforce > Territories.
  2. Click New Territory.
  3. Enter a unique territory name, the address (street, city, state, postal code and country), and a description.
  1. Add up to 20 cities and up to 20 zip codes for the territory, then click Create.

Each territory should have its own unique set of cities and zip codes, since these are used to assign records to a territory automatically. Once added, a territory appears in the list, and you can search for it using the search bar.

Editing service territories

  1. Go to Setup > Workforce > Territories.
  2. Click the name of the territory you want to change.
  3. Click Edit, make your changes, and click Save.

You can also hover over a territory in the list and click its edit icon.

Deactivating service territories

Deactivating a territory is irreversible: a deactivated territory cannot be reactivated.

  1. Go to Setup > Workforce > Territories.
  2. Click the territory you want to deactivate.
  3. Click Deactivate, or choose Deactivate from the hover menu.
  1. Confirm by clicking Yes, Proceed.

Once deactivated, all users and crews assigned to the territory are unassigned, with their end date recorded accordingly.

If active crews are still assigned, you must deactivate them first.

If transactional records such as requests, estimates or work orders are linked to the territory, they are listed for review and you must confirm before the deactivation goes ahead.

You cannot create service appointments for work orders linked to a deactivated territory: clone the work order and assign it a new territory instead.

Similarly, if you are converting a request or estimate linked to a deactivated territory, you need to change its territory first.

Viewing service territories

Click a territory’s name to see its details, shown under two sections. Overview shows its core information, including name, address and description.

Resources lists the service personnel assigned to the territory; a resource counts as active if its end date is in the future.

Adding resources to a territory

  1. Open the relevant service territory.
  2. Click Add Resource, or use the Add Resource option from the hover menu.
  3. Select a user and set their start and end dates.
  4. Click Add.

The resource is then active in the territory for the period specified. Assigned users appear in the Service Resource dropdown when creating appointments for that territory, and in the territory’s Gantt View in the Dispatch Console.

To change an assigned resource, hover over their entry and click the edit icon.

Key points

  • Deactivating a territory is irreversible.
  • Active crews must be unassigned before a territory can be deactivated.
  • Linked transactional records need to be reviewed before deactivation.
  • Territory assignments affect appointment creation and dispatch visibility.

Frequently asked questions

Can a deactivated service territory be reactivated?

No, deactivating a territory is irreversible and it cannot be reactivated.

What happens to work orders linked to a deactivated territory?

You cannot create new service appointments for them, so you need to clone the work order and assign it a new territory.

How many cities and zip codes can I add to a territory?

Up to 20 cities and up to 20 zip codes, which should be unique to that territory so records can be assigned automatically.

Need help?

Need help structuring service territories in Zoho FSM? Contact support@thoughtlogik.com or see our Zoho implementation services.

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