Requests
Can customers submit Requests directly in Zoho FSM?
Yes, you can enable customers to submit requests to Zoho FSM via webforms.
How is a Request different from a Work Order in Zoho FSM?
In Zoho FSM, a Request is the initial record that captures a customer’s inquiry, issue, or service need. It represents what the customer is asking for and serves as the starting point of the service process, while a Work Order is a formal service ...
What do the different Request statuses mean in Zoho FSM?
New – A Request has been created, but not converted into an Estimate or a Work Order. Estimate Created – An Estimate has been generated for the Request. This status applies whether the Estimate is just created, sent to the customer, or even approved. ...
Can I set a status or priority for a Request in Zoho FSM?
Yes. While creating a Request, you can set its priority using the Priority dropdown. The available options are: None Low Medium High Critical Mention the details of how these values can be customized and how you can assign colours to these values.
How do I create a new Request in Zoho FSM?
You can create a Request from the web application in two ways: Go to the Work Orders module → Requests → click Create. (or) From the top bar, click the (+) Create button → select Request. Fill in the details, including: Request Details: Summary, ...
Can I create a Work Order directly from a Request in Zoho FSM?
Yes. Once a Request is created, you can convert it into a Work Order. To convert a request into a work order: From the Request details page, click Create Convert to Work Order. The Request information (such as Contact, Company, and Service Address) ...
Can I create an Estimate directly from a Request in Zoho FSM?
Yes. You can create an Estimate directly from a Request. Open the Request record. Click the Convert to Work Order dropdown. Select Convert to Estimate.
What happens if a customer Request does not turn into a Work Order in Zoho FSM?
If a customer Request is not converted into a Work Order, it will remain in the Requests module as a record. If needed, you can cancel, terminate, or delete the Request as required.
What happens to a Request once it is converted into a Work Order in Zoho FSM — does it remain open or get closed automatically?
When a Request is converted into a Work Order, its status changes to Work in Progress. Once all the services in the Work Order are scheduled as Service Appointments, and those Service Appointments are marked Completed, the Work Order status ...
Can I convert multiple Requests into Work Orders in bulk in Zoho FSM?
No. In Zoho FSM, Requests cannot be converted into Work Orders in bulk. Each Request must be opened and converted into a Work Order individually.
How do I edit a Request in Zoho FSM?
To edit a Request in Zoho FSM: Navigate to Requests under the Work Order Management module. Open the Request you want to modify. Click the Edit button. Update the necessary details Click Save to apply the changes.
What should I do when a customer is not willing to proceed with a Request in Zoho FSM?
You can either: Delete the Request if it’s no longer needed, or Cancel the Request if you want to retain the record for future reference. To delete a request: Open the Request record. From the drop-down, click Delete. Click delete to confirm. To ...
What should I do when a Request cannot be fulfilled or cannot proceed further? How do I terminate a Request in Zoho FSM?
If a Request cannot be carried forward (e.g., due to lack of resources, incorrect details, or other constraints), you can terminate the Request. To terminate a Request: Open the Request record. From the drop-down, click Terminate. Enter the reason ...
Is it possible to clone or duplicate an existing Request in Zoho FSM?
Yes. You can clone an existing Request in Zoho FSM: Open the desired Request record. From the Edit dropdown, click Clone. In the Clone Request form, make any necessary changes. Click Save to create the new Request.
Can I assign Field Agents at the Request level in Zoho FSM?
No. Field agents cannot be assigned at the Request stage. Assignment happens only after the Request is converted into a Work Order, and Service Appointments are created. While creating the Service Appointment, you can assign the field agents.
Can I restrict which agents or teams see certain Requests in Zoho FSM?
Access is controlled at the module level (e.g., Requests, Services and Parts, Contacts, Companies) through profile-based permissions. Within these permissions, you can set: Own Records – Users can only view or modify the records they own. All Records ...
How can I customize the fields in the Requests module in Zoho FSM?
To customize the fields in the Requests module: Go to Setup > Customization > Modules and Fields. Select Requests. On the Module Builder page: Drag and drop fields from the New Fields tray into the layout. Set properties such as Field Label, Type, ...
What filters and sorting options are available in the Requests list view in Zoho FSM?
In the Requests list view, you can use both basic filters and advanced filters to locate specific Requests quickly. Basic Filters Request Name Status Email Contact Company Advanced Filters If you switch to the Advanced Filter, you can filter Requests ...
Is there a way to attach documents, images, or notes to a Request in Zoho FSM?
Yes. In Zoho FSM, you can attach supporting files and notes to a Request. Refer to the help document for more details.
Are discounts supported at the Request stage in Zoho FSM? Can I apply discounts at the Request level, or only at the Work Order level?
No, discounts are not supported at the Request stage. Discounts can only be applied once the Request is converted into an Estimate or a Work Order, where you can add item-level or overall discounts.
What happens if a Request is deleted in Zoho FSM — will linked Work Orders remain?
If a Request is deleted, the Request record will be permanently removed. However, any Work Orders and estimates created from that Request will remain intact and continue to exist independently.
Can a Request be directly linked to multiple Service Appointments in Zoho FSM?
No. Requests cannot be directly linked to Service Appointments. A Request can only be converted into an Estimate or a Work Order. To create Service Appointments, a Work Order is mandatory, as Service Appointments are generated from Work Orders. ...
Who can create Requests in Zoho FSM?
In Zoho FSM, Requests can be created by users with profiles such as Administrators, Dispatchers, Call Center Agents, Field Agents or any custom profile that has the permission to create Requests.
What is a Request in Zoho FSM?
In Zoho FSM, a Request is the first step in creating a Work Order, but it is not mandatory. You can create Work Orders directly without going through a Request. A Request contains a customer’s request summary, Customer and Contact Details, Service ...