Last updated: 2021-03-30

Source: https://support.freshdesk.com/support/solutions/articles/50000003215-what-are-the-default-field-service-roles-available-in-freshdesk-

Currently, Freshdesk has two default roles for field service - Field technician and Customer service technician.

Field technician: Can view, reply, update and resolve service tasks

Customer service technician: Can create, view, reply, update and resolve service tasks and manage contacts.

In addition, customers of all plans other than Blossom and Garden can create Custom roles