2025 in Review: Powering Field Services Forward—One Feature at a Time

As 2025 draws to a close, it’s time to pause and reflect on a year of meaningful progress at Zoho FSM. This year was all about listening closely to our customers and partners, building with purpose, and continuously improving the way field service teams operate. From powerful new capabilities to thoughtful enhancements, we stayed focused on delivering greater flexibility, smarter intelligence, and deeper integrations—without ever losing sight of simplicity.

Here’s a look at how Zoho FSM evolved in 2025.

Core Field Service Operations & Execution

Subforms in Job Sheets

Capture repeatable data—such as inspections, measurements, or consumables—in structured subforms without cluttering the main job sheet. Learn more.

Multi-Asset Support in Transactions

Associate multiple assets with Estimates, Work Orders, and Service Appointments, and link assets directly to service line items for precise asset-level tracking. Learn more.

Dual Customer Mode

Serve one customer and bill another by using separate service and billing contacts or companies—ideal for property management, corporate campuses, hospitals or schools, etc. Learn more.

All Day Schedule Type

Plan flexible jobs without fixed start and end times by simply selecting a date and expected duration—perfect for inspections, maintenance, or long-running tasks. Learn more.

New Transaction Settings

Greater operational control with settings for overlapping time sheets and appointments, minimum scheduling intervals, approval link expiry, and mandatory job sheet or service report completion for service appointments.

Smarter Scheduling & Resource Optimization  

Streamlined Scheduling via Agent Confirmation

Field agents can now accept or reject assigned appointments, ensuring better workload balance and more reliable scheduling outcomes. Learn more.

Agent Utilization in the Dispatch Console

View real-time agent utilization across Gantt, Grid, and Calendar views, categorized from underutilized to overbooked, helping dispatchers optimize workloads and resource allocation. Learn more.

Smart Territory Assignment

Territories are automatically assigned to Requests, Estimates, and Work Orders based on service and billing addresses, reducing manual effort and improving assignment accuracy. Learn more.

Integrations & Extensibility  

Use Zapier to Seamlessly Create Zoho FSM Integrations

Zoho FSM is now available on Zapier, allowing you to connect it with thousands of other apps. Zapier helps you create seamless integrations and automate workflows across systems—no coding required. Learn more.

Zoho FSM is included in Zoho Flow

Connect Zoho FSM with 950+ apps using Zoho Flow to automate workflows across sales, finance, support, and operations—without writing code. Learn more.

Zoho Analytics (Beta)

Bring powerful reporting and business intelligence to your field service operations using Zoho FSM’s integration with Zoho Analytics. Learn more.

Consolidated Sync Logs

Gain visibility into data synchronization between Zoho FSM-Zoho Books/Invoice, and Zoho FSM-Zoho CRM with unified, easy-to-track sync logs.

Workflow Automation Using Notes

Trigger workflows based on notes added to records, enabling faster escalations, automated updates, and improved collaboration. Learn more.

Quoting, Billing & Financial Management  

Zoho FSM for Zoho Books Extension

Initiate and manage field service workflows directly from Zoho Books, seamlessly connecting service operations with finance. Learn more.

Avalara Integration

Leverage the features of Avalara in your Zoho FSM organization if the associated Zoho Books organization is integrated with Avalara. Automate sales tax calculations, ensuring accuracy based on location, product type, and current tax laws. Learn more.

Optional Line Items in Estimates

Offer add-on or premium services as optional items, allowing customers to opt in while enabling clearer quotes and better upsell opportunities. Learn more.

Configurable Fiscal Year

Organizations can now define their fiscal year to align reporting, compliance, and analytics with local regulations or internal policies. Learn more.

Customer Communication & Engagement  

Built-in Telephony for Zoho FSM

Make and receive calls directly within Zoho FSM using Zoho Voice, the built-in phone system, or marketplace providers—while keeping all interactions logged. Learn more.

WhatsApp Sandbox & Enhancements

Test WhatsApp messaging safely with the WhatsApp Sandbox, then scale confidently using enhanced features like document sharing, rich media, conversation filters, sidebars, and record creation directly from chats. Learn more.

Attendance Management  

Revamped Attendance Experience

The Attendance module was redesigned with intuitive Day, Week, and Month views, making it easier to track check-ins, working hours, and team availability. Learn more.

Organization Management  

Multi-Organization Support

Users can now manage multiple Zoho FSM organizations from a single account while keeping data, workflows, and configurations completely isolated—ideal for multi-brand or multi-region businesses. Learn more.

Global Expansion & Regional Readiness  

Expanded Tax Editions

Zoho FSM strengthened global compliance with native tax support for Kenya, Spain, Mexico, Germany, and South Africa, enabling accurate, region-specific tax calculations across service transactions and seamless integration with accounting systems.

Wider Language Support

To support a growing global user base, Zoho FSM added support for the following languages making the platform more accessible for distributed teams worldwide:

1. Arabic - Saudi Arabia (العربية - المملكة العربية السعودية)
   
2. Bulgarian (български)
   
3. Chinese - China (中文 - 中国)
   
4. Chinese - Taiwan (中文 - 台灣)
   
5. Croatian (hrvatski)
   
6. Czech - Czechia (čeština - Česko)
   
7. Danish - Denmark (dansk - Danmark)
   
8. Greek - Greece (Ελληνικά - Ελλάδα)
   
9. Hebrew (עברית)
   
10. Hindi - India (हिन्दी - भारत)
    
11. Hungarian (magyar)
    
12. Indonesia - Indonesia (Indonesian - Indonesia)
    
13. Korean - South Korea (한국어 - 대한민국)
    
14. Polish (polski)
    
15. Portuguese (português)
    
16. Swedish - Sweden (svenska - Sverige)
    
17. Thai (ไทย)
    
18. Vietnamese - Vietnam (Tiếng Việt - Việt Nam) 
    

Learn more.

Enhanced API Support

2025 delivered significant API expansions to support deeper customization and automation:

1. Update Territory Assigned to Record API
   
2. APIs for Request Transitions  
   
3. Service Reports APIs
   
4. Job Sheets APIs
   
5. Get Available Time Slots API  
   
6. Equipment APIs  
   
7. Time Sheet APIs  
   
8. API to Fetch Available Service Resources  
   

These enhancements empower developers and partners to build robust, tailored solutions on top of Zoho FSM.

Mobile Enhancements  

iOS and Android Improvements

Continuous updates improved performance, usability, and feature parity for field teams on the go.

Zoho FSM on the Road: A Year of Meaningful Conversations  

2025 was also a year of connecting face-to-face with service businesses, partners, and the Zoho community across regions. From industry expos to customer meetups, Zoho FSM was proud to be part of conversations shaping the future of field service. Here are the highlights.

We were recently at Clean India Show 2025 in Mumbai, where we engaged with cleaning service businesses and demonstrated how Zoho FSM brings clarity, speed, and scalability to their daily operations. The enthusiasm, questions, and real-world discussions made it a truly rewarding experience.

We showcased Zoho FSM at Zoholics across Indonesia, Vietnam, and Thailand, where meeting customers and partners in person was nothing short of energizing. Our product expert led insightful sessions on Zoho FSM’s capabilities and roadmap, sparking curiosity and meaningful dialogue around what’s next.

At the Global Partner Summit 2025 in Chennai, we had an incredible opportunity to present Zoho FSM to our global partner ecosystem. From reflecting on our growth over the past year to unveiling new features and sharing our forward-looking roadmap, the sessions were engaging, interactive, and met with an enthusiastic response.

As we step into the new year, these conversations continue to inspire us. We’re more committed than ever to building smarter, more connected field service solutions—and empowering service businesses to deliver exceptional customer experiences, everywhere.

Looking Ahead to 2026  

That’s a wrap on 2025! It’s been an exciting year of progress, learning, and collaboration—and we’re just getting started. We have a lot planned for 2026, and we can’t wait to share what’s coming next as we continue to build smarter, more powerful field service experiences for you.

Thank you for being part of the Zoho FSM journey and for your continued trust and feedback—it’s what drives everything we do. Here’s to a meaningful, rewarding year ahead. Wishing you all the season’s greetings, and we’ll be back soon with more updates.

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