FIELDSERVE
Try 30 days

TICKETS · INCIDENTS · SERVICE LEVELS

Customer and service work,
in one workspace.

Field Serve manages customer relationships and field work. The Field Serve CRM manages support tickets, incidents, service priorities and SLA workflows. Manage support tickets, incidents, service priorities and SLA workflows directly in your Field Serve workspace.

Visit the Field Serve CRM Talk to Field Serve
Two platforms · One onboarding conversation · Separate product scopes

KNOW WHICH PLATFORM OWNS EACH STEP

Route the issue to the team and system built to manage it.

A customer may report an outage, request a change or need a scheduled site visit. The issue and its service commitment belong in the Service Desk. The approved on-site task can then be coordinated as field work in Field Serve, with the customer and asset context available to the delivery team.

Service Desk · handle the issue

Use Field Serve for ticket intake, ownership, incident priority, response and resolution targets, customer replies and service-desk reporting. ITIL-aligned practices are applied through the Service Desk’s own configuration and service agreement.

Field Serve · manage the relationship

Use the client record to hold account contacts, communications, commercial history, managed assets and ongoing projects. Keep the customer context connected to proposals, bookings and field work.

Field Serve Field Service · deliver the visit

Plan a work order, schedule and assign an engineer, record job time, capture notes and status, and share appropriate progress updates. The work order supports physical service delivery; it is not a replacement for ticket SLA control.

Onboarding · agree the handoff

Map which event creates or updates work in the other system, who owns the handoff, what information can be shared, how status returns and what the team does when synchronisation or assignment fails.

A practical example

  1. A customer reports a network fault. The Service Desk records the issue, urgency, affected service and agreed SLA.
  2. The support team diagnoses the fault and decides that an on-site engineer is needed.
  3. Field Serve holds the scheduled visit, engineer assignment, site instructions, timer and job outcome.
  4. The office updates the ticket and customer through the Service Desk using the agreed handoff procedure.
  5. Both records retain their own purpose and ownership; the team does not mistake an engineer job status for ticket resolution.
The £65 plan includes the separate Service Desk package.

The £65 per-user monthly plan adds Field Serve ticketing and SLA workflows to CRM and Field Service. Onboarding confirms how the platforms connect for your client; the Service Desk remains a separate product.

SERVICE DESK AND CRM QUESTIONS

Keep responsibilities clear.

Can my team manage service requests in Field Serve?

Yes. Ticket workflows and service-level tracking are available as part of the Field Serve workspace package.

Does a Field Serve work order carry the ticket SLA?

Ticket response and resolution targets are managed by the Service Desk. A work order tracks the field visit. Onboarding should define how these records relate and how delays are escalated.

What should we decide before rollout?

Confirm ticket categories, priority targets, escalation owners, customer messages and reporting expectations with your workspace administrator.

Discuss your Service Desk onboarding