Available in Editions: All Editions

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Creating Users

- Permission Required: User Management

- Find out the Edition-specific limits for the Number of Users.

1. Navigate to Setup > Workforce > Users and click New User
   
2. Enter a First Name and Last Name.
   
3. Enter an Employee ID, if present.
4. Enter the user's valid Email address that has not already been used to create an account.
   An invitation will be sent to this email address. The invite link will be valid only for seven days.
5. Choose a Profile.
   
6. Choose the language.
   
7. Click Save.
   
   
   
   
   

1. If the invited user doesn't have a Zoho account, then they will be prompted to create a Zoho account and accept the invite.
   
   
   
   
2. If the invited user has a Zoho account, then they can directly accept the invite.
   
   
   

1. Click Accept the Invite.
   
   
   
   
2. Click Send Code.
   
   
   
   
3. Enter the code received and click Verify.
   
   
   
   

Assigning Territories

To assign a territory to an user:

1. Navigate to Setup > Workforce > Users.
   
2. Click the name of the user you want to add the territory to.
   
3. Click + New Line for Territories to add the territories for the user.
   Select a territory, and set the Start Date Time and the End Date Time and click Save.
   The period between the Start Date and the End Date is when the user will be active in that territory.
   
   

   Only after you assign a territory to the user, will: - The user be listed in the Service Resource dropdown of the Create Appointment overlay, provided the service appointment is created for the same territory. - The user be listed under the territory in the Gantt view of Dispatch Console.

Hover over an entry and click the Edit [] icon to modify it.

Points to remember

1. Start Date is a mandatory field.
   
2. If an End Date is not provided for a territory, then the user will continue to be active in that territory until one is set.

Assigning Skills

To assign a skill to an user:

1. Navigate to Setup > Workforce > Users.
   
2. Click the name of the user you want to add the skill to.
   
3. Click + Assign for Service Resource Skills to add the skills for the user. Enter the necessary details and click Create.
   Ensure that you create Skills before you attempt to assign it to a user.

Assign Crews

Details of any crew the user is part of will be listed.

Managing Users

You can perform the following actions on users:

1. Edit: The user details can be modified including the profile of the user.
   
2. Reinvite: The email invite to provide access to the FSM account can be re-sent using this option. This option will be available for users with the status Unconfirmed.
   
3. Deactivate: The access of the user can be revoked and no tasks can be assigned to the user unless activated again. When deactivated, the status of the user changes to Inactive.
   
4. Delete: The access of the user can be revoked and no tasks can be assigned to the user. Unlike the deactivated user, a Deleted user cannot be reactivated.
   
   Options available for the Super Admin
   
   
   Options available for Active users
   
   
   Options available for Unconfirmed users
   
   
   Options available for Inactive users
   

Points to remember

1. In order to change the profile, deactivate, or delete a user with the profile Field Agent, any appointments assigned to the user should be reassigned.
   
2. User Already Registered with Another Data Center  
   
   If a user is already registered with a different data center (DC), they cannot be added to a Zoho FSM organization in another DC. In such cases, you will see the following error message:
   
   
   “This email address is already registered with another data center and cannot be used to register in this organization's data center.”
   
   
   How to Resolve  
   
   If you still need to add the user to your organization:
   
   1. Inform the user about the existing registration in another DC.
   
   2. Request the user to delete their current Zoho account in that DC.
       - Deleting an account will also delete all associated data permanently.
       - Ensure the user backs up any necessary data before proceeding.
   3. Re-add the user to your Zoho FSM organization in your DC.
   
   
   ⚠️ Important: Once the account is deleted, the action is irreversible and all data will be lost.

Deactivating Users

You can temporarily remove a user's access to the application by deactivating them. To deactivate a user:

1. Navigate to Setup > Workforce > Users and select the user you want to deactivate.
2. In the User Details overlay, click Deactivate.
   
   
   
   
3. Click Deactivate in the confirmation message.
   

The Super Admin of an organization cannot be deactivated.

Deleting Users

To delete a user:

1. Navigate to Setup > Workforce > Users and select the user you want to delete.
2. In the Delete User overlay, click Delete.
   When you delete a user, you can transfer records and roles associated with it to another user. Select the user you want to transfer the records to from the dropdown Transfer Ownership to and click Delete to proceed.
   
   

You can transfer the following:

1. Record ownership: All open records associated with the user. The table below lists the modules and the statues of the records that will be considered during the transfer:
   
   
   

   Module	Status
   Requests	New, Estimate Created, Estimate Rejected, Work In Progress, Completed
   Work Orders	New, In Progress, Scheduled Appointment, Dispatched
   Estimates	New, Approved, Waiting For Approval, Converted to Work Order
   Service Appointments	New, Scheduled, Dispatched, In Progress, Completed, Payment Due, Invoice Generated

   
   
2. Role of a Crew Lead: If the user is the lead of any Crews, then this role will be transferred to the new user 

Additionally, any Trips, or Time Sheets associated with the user will be forcibly terminated and the user will be logged out of the mobile app.

The Super Admin of an organization cannot be deleted.

User Status

A user can have one of the following statuses:

Active: A user who currently has access to the application based on their permission. After a user is created, and the invite accepted, the status of the user will be active.

Users Menu 

Manage Users

Create Users

1. Select Users from the Workforce menu and click Create.
   
   
   

Edit Users

1. Select Users from the Workforce menu and click the user you want to edit. In the User Details page, click Edit.
   
   
   
   
2. Click Save after making the changes.

Deactivate Users

1. Select Users from the Workforce menu and click the user you want to deactivate. In the User Details page, click Deactivate.
   
   

Delete Users

1. Select Users from the Workforce menu and click the user you want to delete. In the User Details page, click Delete.
   
   

View User Details

Timeline

Calendar

1. Create appointment
   
2. Reschedule through drag and drop
   

1. Click on the point in the calendar that corresponds to the day or time for which you want to create the appointment.
   
2. In the Create Appointment popup, choose the work order for which you want to create the appointment.
   
3. In the Create Appointment popup, the following details will be populated, which you can change if required. Click Schedule or Schedule and Dispatch to continue.
   
1. Service
   
2. Summary
   
3. Scheduled Start/End Date Time
   
4. Service Resource

1. Drag and drop an appointment to a different date or time
   
2. Resize the appointment
   

You can reschedule appointments from the Month, Week, and Day views.

You can also reschedule an appointment by resizing the appointment. Move your cursor to the bottom edge of the service appointment and when the cursor changes to a downward arrow, resize it to the duration you want for the service appointment. In the Schedule Appointment popup, the details are prefilled. Make the necessary changes and click Schedule Appointment. 

You can resize and reschedule appointments only from the Week, and Day views.

Tip: Click on the date in the Month view to go to the Day view.

Service Appointments

Territories

Crews

Service Resource Skills

Click + Assign to add the skills for the user. Enter the necessary details and click Create. Ensure that you create the skills before you attempt to assign them to an user. Hover over an entry and click the Edit [ ] icon to make changes.

Trips

Click on [] to view the trip on the map.

Related List

Filter Users 

Search Users