A Service Request in Zoho FSM is the initial record created when a customer reports a problem or requests a service visit. It captures the customer’s description of the issue, the affected asset or location, the priority level, and any initial notes. The Service Request acts as the case file that links to all Work Orders created to resolve the underlying issue.<\/p>\n
Once a Service Request is reviewed and validated, the service coordinator creates one or more Work Orders from it. If the issue requires a single visit, one Work Order is created. If it requires a diagnostic visit followed by a repair visit with different parts or skills, multiple Work Orders are created. All Work Orders remain linked to the parent Service Request, giving a complete resolution history.<\/p>\n
Organisations that use Zoho Desk for customer support can integrate it with Zoho FSM so that support tickets automatically generate Service Requests in FSM when field service is required. This eliminates the manual step of a support agent re-entering customer data in FSM and ensures the field team always has the full context from the support interaction before the technician visits.<\/p>\n
Yes. Zoho FSM can send automated status update emails to the customer as the Service Request and linked Work Orders progress through their lifecycle. A customer portal or link in the notification email can also allow customers to view their service history and current appointment status without contacting support.<\/p>\n<\/div>\n
A Service Request captures the customer’s problem or need and serves as the overarching case record. A Work Order is the operational job created to address that problem, with specific scheduling, agent assignment, and parts details. One Service Request can spawn multiple Work Orders if resolution requires more than one job or visit.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"
A Service Request in Zoho FSM is the customer-facing record capturing the initial problem or need, which is then fulfilled by one or more Work Orders.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Service Request (FSM) | Zoho Glossary | Aaxonix","seo_description":"A Service Request in Zoho FSM is the customer-facing record capturing the initial problem or need, which is then fulfilled by one or more Work Orders.","seo_keyword":"Zoho FSM service request","seo_faqs":"","term_type":"","glossary_related":"","glossary_links":""},"glossary_category":[1259],"class_list":["post-5175","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-fsm"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/5175","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=5175"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=5175"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}