Automations for Freshdesk field service management: A guide :

Last updated: 2025-05-21

Source: https://support.freshdesk.com/support/solutions/articles/50000002099-automations-for-freshdesk-field-service-management-a-guide

``` Note: Field Service Management (FSM) was initially launched as an add-on feature. However, after careful evaluation, we have decided to discontinue it.

Existing customers currently using FSM will continue to have access, and the product will be maintained in its current state. However, no further enhancements will be made, and FSM will no longer be available to customers who signed up after May 5, 2023. ```

Automations save you both time and effort by automatically performing repetitive tasks so your field technicians can focus on providing service to customers wherever they are.

For Freshdesk Field Service Management, you can currently set up two types of automations.


Rules that run on/can be executed on	What do they do?	Examples
Service Task creation	Execute actions on every service task as soon as it's created	- If task properties ‘Device’ = ‘TV’ and ‘Service Type’ = ‘Troubleshooting and Repair’, then set ‘Service Group’ = ‘TV Repair’ <br> <br>- Assign service tasks from certain companies to a specific service group
Service Task updates	Execute actions on service tasks when they're updated based on specified criteria.	- Add a note to the ticket when your field technicians provide an update to the service task <br> <br>- When all associated service task is closed, close the parent ticket automatically

You can automate routine processes by building simple three-step workflows.


Select <br>Trigger(s)	Set <br>Condition(s)	Define <br>Action(s)
New ticket created	'Type' field is set as “Dispatch field technician”	Trigger a webhook to create a service task
New service task created	Service task’s Product field is set as “TV”	Assign to “TV repair” service group
Service task is updated	Service Task status is updated to “Resolved”	Add a note to parent ticket “TV issues are fixed” and set ticket status to “Resolved”

Automation rules that run on service task creation:

It runs on a service task as soon as it's created, and never runs again on the same service task.

These automation rules can be used to automatically perform actions such as:

Setting service task priority to Urgent based on the contact or company associated with the service task

Assigning service tasks to various field technicians based on the contents of the subject or description of the task.

Assigning service tasks to different service groups based on the parent ticket requester's ZIP code

The order of the rules you’ve set up is important because only the first matching rule will be executed for each service task. For example, if you've set up the following rules in this order:

1. Assign service tasks from Company Acme to the Priority Field Service team

2. Assign service tasks containing the description “ _Internet Down_” to the _Network Maintenance Team_

Any service task created with Acme as the contact, including tasks with “Internet Down” in the description, will be assigned to the Priority Field Service team but not the Network Maintenance team because of the order of the rules.

Learn how to set up automation rules to run on ‘Service Task Creation’ here →

Automation rules that run when service tasks are updated:

These rules are triggered when an event occurs. You can specify what action should be performed on what kind of service tasks.

Think of these rules as:

If X happens, automatically make Y happen.

For example,

If a field technician posts an update, automatically update service task status to “Waiting for a Response”

If a service task is closed, automatically add a note to the parent ticket

This automation rules can be used to perform important actions such as:

Reassigning a service task once the task priority is changed

Notifying the manager when a field technician provides an update from the field

Triggering webhooks (to send a text message to the customer when the field technician closes a task and so on)

Tagging a task with “Out-of-Warranty Service” if the customer no longer has a warranty and the service is chargeable.

Learn how to set up automation rules to run on ‘Service Task Updates’ here →

Set up automation rules to automatically create service tasks:

For some tickets - depending on the customer, priority, or any other custom ticket property - if you wish to automatically create service tasks, you can do so with the help of an automation rule.

For example,

Acme Inc. raises a support ticket. An agent updates the "Ticket Type" to "Dispatch Field Tech". When the ticket type is updated, a service task must be automatically created.

A ticket from Acme Inc. is escalated from "High" to "Urgent" priority. This requires an immediate response from the field team. So a service task must be automatically created.

Learn how to set up automation rules to automatically create service tasks here →