Zoho FSM | Manage Service Appointments

Manage Service Appointments

Scheduling Service Appointments

All the service appointments in the Dispatch Console are initially scheduled by assigning them to a field agent or crew. Appointments can be scheduled from the Work Order Details page, as mentioned here. This can also be done from the Dispatch Console as described below:
To schedule service appointments from Dispatch Console:
  1. Click the Schedule button for the service appointment you want to schedule.
    The service appointments to be scheduled will be in the New status.

  2. Select the Service Resource to whom you want to assign the service appointment.
    The Scheduled Start Time and Scheduled End Time can be scheduled for different dates. One or more resource can be assigned to the appointment. If more than one Service Resources is assigned, you can select one of them as the Lead else the assigned field agent will be deemed the lead.

The Lead field will be displayed only when more than one Service Resources are added.

While scheduling, if the field agent being assigned is unavailable during the period between the Scheduled Start Time and Scheduled End Time, then the following message will be displayed:

While scheduling, if the Scheduled Start Time and Scheduled End Time falls outside the organization business hours, then a confirmation message will be displayed. You can either choose to continue scheduling the appointment outside the business hours or change the timings.

Dispatching Service Appointments

When a service appointment is dispatched, the field agents assigned to the appointment are notified in their FSM mobile app through push notifications.

To dispatch a service appointment:
  1. Click the Dispatch button for the service appointment you want to dispatch.
    The service appointments to be dispatched will be in the Scheduled status.

  2. Click Dispatch in the confirmation message.
Multiple appointments can be dispatched at a time using the Bulk Dispatch button at the top of the Service Appointment List. Upon clicking Bulk Dispatch, an overlay with all Scheduled appointments will be displayed. You can choose one or more appointments to dispatch.

After the service appointment has been dispatched, the status changes to Dispatched. Upon clicking Details, the service appointment details can be viewed. The service appointment details can also be viewed by clicking the service appointment bar in the Gantt view.

Once the field agents starts work on the service appointment, then the status of the service appointment changes to In Progress.

While the status of the appointment is In Progress, you can see details of the appointment's scheduled and actual start time. The bar will start from the actual time of the appointment and the start of the dotted line indicate the scheduled time (see screenshot below).

Bulk Dispatch

Service appointments can be dispatched in bulk. The Bulk Dispatch option will be enabled if there are more than one service appointments with the status Dispatch. Click the Bulk Dispatch button and in the overlay, select the appointments you want to dispatch and click Bulk Dispatch.

You can view the log details regarding bulk dispatch by clicking on Bulk Dispatch Log. The Bulk Dispatch Log option will be displayed when you click the more options [  ] icon next to the Bulk Dispatch button.

Viewing Service Appointment Details  

You can view the details of the service appointment by either clicking on the Appointment Name in the left panel of the Dispatch Console or on the service appointment bar in the Gantt. The details about a service appointment will be displayed under the following sections:


The overview displays all the details about the service appointment.


Select the Timeline tab. 

Time Sheets

Select the Time Sheet tab. The details of the time sheets created for the appointment will be displayed here. Time sheets can also be added from within this tab.

Service Report

The Field Agent and Dispatcher can create the service report in the mobile app. Refer to the mobile help page for details on Service Report.


Refer to this page for details on invoicing and payments.


Refer to the mobile help page for details on Trips.


Select the Notes tab. Any additional details about the appointment can be added here.

Editing Service Appointments

The details of a service appointment can be edited (i.e. the Scheduled Start/End time and the assigned field agent/crew can be changed).

To edit a service appointment:
  1. In the Service Appointment List, click Details from the more options [  ] menu for the service appointment you want to edit.
  2. Click Edit in the service appointment details overlay.

  3. Make the necessary edits in and click Save.

Rescheduling Service Appointments 

A service appointment can be rescheduled (i.e. the Scheduled Start/End time and the assigned field agent/crew can be changed). Once the appointment is rescheduled, the affected field agen/crew will be notified of the change.

To reschedule a service appointment:
  1. In the Service Appointment List, click Details from the more options ] menu for the service appointment you want to reschedule.
  2. Click Reschedule from the more options [] menu in the service appointment details overlay.

  3. Make the necessary edits, then click Schedule.

Cancel Service Appointments

To cancel a service appointment:
  1. In the Service Appointment List, click Details from the more options [  ] menu for the service appointment you want to cancel.
  2. Click Cancel from the more options [] menu in the service appointment details overlay.

  3. Add notes, if any, and click Save.

Terminate Service Appointments

To terminate a service appointment:
  1. In the Service Appointment List, click Details from the more options [  ] menu for the service appointment you want to terminate.
  2. Click Terminate from the more options [] menu in the service appointment details overlay.

  3. Add any notes, then click Save.

Adding Notes 

To add notes to a service appointment, click Details for a service appointment in the Service Appointment List, add the notes in the Notes section under the Service Appointment tab and click Save.

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