A Dispatcher is a Zoho FSM user role responsible for the operational scheduling of field service work. Dispatchers use the Dispatch Console, Gantt view, and map view to assign and schedule Service Appointments, monitor field agent availability, handle emergency jobs and cancellations, and optimise the day’s schedule for efficiency. They are the link between the customer-facing service desk and the field technicians.
The Dispatch Console shows all unassigned Work Orders alongside a live map of field agents and their current status. Dispatchers can drag and drop appointments onto agent calendars in the Gantt view, use the auto-scheduling feature for bulk optimisation, and monitor ongoing jobs through the real-time status dashboard. Alerts notify dispatchers when SLA deadlines are approaching or agents are running late.
An Administrator configures the FSM system: setting up territories, creating Work Order Types, defining SLA policies, and managing user roles. A Dispatcher operates within that configuration: assigning and rescheduling appointments, responding to field issues, and managing daily capacity. In small organisations the same person may hold both roles, but in larger deployments they are separated to maintain system configuration integrity.
Yes. Dispatchers have access to a real-time map view in the Dispatch Console showing each active field agent’s current location (when GPS tracking is enabled on their mobile app). This allows dispatchers to make informed decisions about emergency job assignments, selecting the nearest qualified available agent rather than relying on the scheduled route alone.
Zoho FSM generates automated SLA breach alerts that appear in the Dispatcher’s notification panel when a job approaches its SLA deadline without a status update from the field agent. The dispatcher can then contact the agent, reschedule, or escalate as needed. SLA alerts can also be sent by email for critical job types.
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