Last updated: 2020-07-22

Source: https://support.freshdesk.com/support/solutions/articles/50000001694-what-is-the-difference-between-a-field-technician-license-and-a-helpdesk-agent-license-

Support tickets from customers are not accessible to field technicians directly; they can only access service tasks or jobs assigned to them by your helpdesk agents. Field technicians also get access to a Freshdesk app that is dedicated to Field Service, with the ability to

  • Track service tasks and monitor their schedule
  • Navigate to the customer's location
  • Track time spent in the field and log billable hours for service provided
  • Collect customer signatures once the job is done

    • ...and more.  These features are available only to field technicians and not to helpdesk agents via the Freshdesk mobile app.