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.

• Topic Participants

• Latha Velu

  

• Recent Topics

• Admins cannot see each others' Scheduled Reports?!

  Very frustrating that as an admin I cannot see what my reports my fellow admins have created and scheduled.  After asking about this on the help chat, I was told the issue is trust and security.  By giving someone Admin status, it means we trust them with those responsibilities. Please change this, it is not a good process to have to bother other users to change a report or change users within a report.

• Automatically CC an address using Zoho CRM Email Templates

  Hi all - have searched but can't see a definitive answer. We have built multiple email templates in CRM. Every time we send this we want it to CC a particular address (the same address for every email sent) so that it populates the reply back into our

• Writer update results in BitDefender blocking it as malware

  After updating Writer to latest update, Bitdefender blocked the app and writer no longer runs.

• Is there a way to invoke deluge function from within a widget?

  Hi! I have custom functions in deluge and I was wondering whether there is any way to call this function through a widget? Something like on click of a button inside a widget, run the deluge custom function. Would this be possible?

• Missing Import Options

  Hello, do I miss something or is there no space import option inside of this application? In ClickUp, you can import from every common application. We don't want to go through every page and export them one by one. That wastes time. We want to centralize

• Zoho CRM Portal Field Level Permission Issue

  Hi Support Team, I am using the Zoho CRM Portal and configuring field-level editing permissions. However, we are unable to restrict portal users from editing certain fields. We have created a portal and provided View and Edit (Shared Only) access for

• Why am I seeing deleted records in Zoho Analytics syncing with Zoho CRM?

  I have done a data sync between Zoho CRM and Zoho Analytics, and the recycle bin is empty. Why do I see deleted leads/deals/contacts in Zoho Analytics if it doesn't exist in Zoho CRM? How can I solve this problem? Thanks

• Zoho Tables is now live in Australia & New Zealand!

  Hey everyone! We’ve got some great news to share — Zoho Tables is now officially available in the Australian Data Center serving users across Australia and New Zealand regions! Yes, it took us a bit longer to get here, but this version of Zoho Tables

• Custom Fonts in Zoho CRM Template Builder

  Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if

• Introducing the Zoho Projects Learning Space

  Every product has its learning curve, and sometimes having a guided path makes the learning experience smoother. With that goal, we introduce a dedicated learning space for Zoho Projects, a platform where you can explore lessons, learn at your own pace,

• All new Address Field in Zoho CRM: maintain structured and accurate address inputs

  The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Latest update

• Create PO from an invoice

  We are a hardware and software sales company which receives orders over the internet. We drop ship most of our products from a warehouse outside of our company. Our orders get sync'd into Zoho from our store via onesaas as invoices. It would be great

• Import Function: ONLY update empty fields

  When setting up an import from a spreadsheet to CRM, there is a checkbox "Don't update empty values for existing contacts" (see screenshot below). While I see some limited benefit from this functionality, I think there should also be an "ONLY update empty

• Collaboration with customers made easy with Zoom Meeting and Zoho Desk integration

  Hello everyone! We are happy to announce that you can now integrate your Zoho Desk account with Zoom Meeting. The integration bridges the gap between digital communication and human connection, empowering teams to deliver timely support when it matters

• CRM Canvas - Upload Attachments

  I am in the process of changing my screens to Canvas.  On one screen, I have tabs with related lists, one of which is attachments.  There doesn't appear to be a way to upload documents though.  Am I missing something really obvious?  Does anyone have

• TrueSync regularly filling up my local disk

  Seems that WorkDrive's TrueSync randomly starts filling up my local hard drive space. None of the folders have been set as "Make Offline" but still it seems to randomly start making file offline. The settings of the app is so minimal and is of no real

• Kaizen #194 : Trigger Client Script via Custom buttons

  Hello everyone! Welcome back to another interesting and useful Kaizen post. We know that Client Scripts can be triggered with Canvas buttons and we discussed this with a use case in Kaizen#180. Today, let us discuss how to trigger Client Script when a

• [Webinar] A recap of Zoho Writer in 2025

  Hi Zoho Writer users, We're excited to announce Zoho Writer's webinar for January 2026: A recap of Zoho Writer in 2025. This webinar will provide a recap of the features and enhancements we added in 2025 to enhance your productivity. Choose your preferred

• Picklist field shows "none" as default

  Hello, Is there an option to avoid showing "none" as the default value in a picklist field? I also don't want to see any option displayed. My expectation is to have a blank bar, and then when I display the drop-down list, I can choose whichever I wa

• Stage-probability mapping feature in custom module

  Hi, I'm building a custom module for manage projects. I would like to implement the stage-probability feature that Potentials has. Is this possible?

• Create static subforms in Zoho CRM: streamline data entry with pre-defined values

  Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

• Field Description is very small

  Hello, The field Description in the activity is very small. Why don't try open a new window, or a bigger popup, or increase the width of the "popup". Example:

• StatusIQ

  Please add StatusIQ to data sources. We using site24x7 and StatusIQ together and site24x7 integration is already there. Thanks and regards, Torsten

• In Zoho People, the Operations buttons are frequently not visible or do not appear consistently.

  In Zoho People, the Operations buttons are frequently not visible or do not appear consistently. We request you to please investigate and address this issue, as it is affecting daily HR operations and user access.

• Marketing Tip #14: Increase cart value with product bundles

  Bundling products is a great way to increase average order value while giving customers more convenience. Think “camera + tripod + memory card” or “soap + lotion + bath salts.” Bundles make shopping easier and feel like a better deal. It’s a win-win for

• Problem with Workdrive folders

  I'm having a problem a problem accessing files in a Zoho work drive folder when using the Zoho writer app. The problem folder appears grayed out in the Zoho work drive window in both the online and writer application. However I can open the folder in

• Sortie de Zoho TABLE ??

  Bonjour, Depuis bientôt 2 ans l'application zoho table est sortie en dehors de l'UE ? Depuis un an elle est annoncée en Europe Mais en vrai, c'est pour quand exactement ??

• Add RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)

  Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career Site

• Auto tracking URL generation based on Carrier

  Hi, While creating a shipment order for a package in Zoho Books, I have a requirement that for example, if the carrier is Delhivery and tracking number is 1234, then can automatically the tracking link/URL be generated as www.delhivery.com/1234. Similary,

• Helper Functions and DRY principle

  Hello everyone, I believe Deluge should be able to use 'Helper functions' inside the main function. I know I can create different standalones, but this is not helpful and confusing. I don't want 10000 different standalones, and I dont want to have to

• Pre-orders at Zoho Commerce

  We plan to have regular producs that are avaliable for purchase now and we plan to have products that will be avaliable in 2-4 weeks. How we can take the pre-orders for these products? We need to take the money for the product now, but the delivery will

• Customer ticket creation via Microsoft Teams

  Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app within

• Zoho Books' 2025 Wrapped

  Before we turn the page to a new year, it’s time to revisit the updates that made financial management simpler and more intuitive. This annual roundup brings together the most impactful features and enhancements we delivered in 2025, offering a clear

• Can multiple agents be assigned to one ticket on purpose?

  Is it possible to assign one ticket to two or more agents at a time? I would like the option to have multiple people working on one ticket so that the same ticket is viewable for those agents on their list of pending tickets. Is something like this currently

• Zoho removed ability to see all Scheduled Reports!

  If you are not the owner of a scheduled report, Zoho recently removed the capability to see each scheduled report. As an admin who relies on seeing all scheduled reports being sent, this is a terrible update. Now I cannot see ANY scheduled reports...even the ones I am being sent!!  This should be a setting for admins to control.  This is a bad update.

• This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details

  Hi Team, when I,m trying to create a email account (imagixmidia.com.br) it's showing this error >>  This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details plz help me  thanks

• Edit default "We are here to help you" text in chat SalesIQ widget

  Does anyone know how this text can be edited? I can't find it anywhere in settings. Thanks!

• Can't change form's original name in URL

  Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the new

• Feature Request: Sync Leave Tracker to Zoho Mail / Calendar or provide option to download information

  Zoho Leave Tracker offers the option to sync the leave Calendar to Microsoft 365 and Google Calendar. Adding an option to sync to Zoho-Mail Calendar would avoid duplication and add significant value for users. An alternative would be to allow users to

• Compensation | Salary Packages - Hourly Wage Needed

  The US Bureau of Labor Statistics says 55.7% of all workers in the US are paid by the hour. I don't know how that compares to the rest of the world, but I would think that this alone would justify the need for having an hourly-based salary package option.

• Next Page