Critical Need for Global Search in Zoho FSM

Critical Need for Global Search in Zoho FSM

Hello Zoho FSM Team,

We are currently in the process of deciding whether to fully transition to Zoho FSM for managing our field service operations. At present, our team actively uses Zoho Desk (with over 50 users) and Service Fusion, which we are considering replacing with FSM.

However, one of the key factors preventing us from making the switch is the lack of a global search feature in Zoho FSM, which is available in Zoho Desk. We want to provide a detailed explanation of why this functionality is critical for our business and how its absence significantly reduces operational efficiency.

Why is Global Search Essential in FSM?

  1. Speed and Convenience in Finding Information
    In FSM, users must know in advance which module contains the information they are looking for—Customers, Contacts, Companies, Assets, etc. In real-world service business operations, this is not always obvious, and employees waste time searching. In Zoho Desk, global search allows instant access to relevant data across multiple modules, saving time and reducing errors.

  2. Supporting Field Technicians
    FSM is designed for managing field service teams. Often, information about a customer arrives via a phone call or SMS, and the dispatcher does not have time to manually check different modules. The ability to quickly enter a phone number, address, or asset serial number and immediately retrieve all relevant data is essential for efficient workflow.

  3. Handling Urgent Service Requests
    When a customer calls reporting an issue with their equipment, the support agent must instantly access the service history, technical details, warranty information, and past technician visits. Currently, this requires searching through multiple modules manually. Global search would cut response times down to minutes or even seconds, which is crucial for customer service.

  4. Minimizing Human Errors
    In real-world operations, people make mistakes. Employees may misremember a customer’s name, forget an exact address, or mix up key details. Global search would allow for partial matches (e.g., searching with only part of a phone number or a portion of a company name), reducing the risk of lost or inaccessible data.

  5. Enhancing Zoho FSM’s Competitiveness
    Many competitors (Service Fusion, Jobber, Housecall Pro, ServiceTitan) already offer robust search functionalities across their systems. If Zoho FSM aims to be a complete alternative to these solutions, this feature is absolutely necessary.

Our Questions and Proposal

  1. When is global search expected to be implemented?
  2. Is there a way to expedite its development?
  3. Can this feature be prioritized for businesses transitioning from other platforms?

We are ready to invest in Zoho FSM and view it as a long-term solution for our company. However, without global search, working with FSM would be significantly more difficult compared to Zoho Desk, Service Fusion, and similar platforms.

We appreciate your response and any insights into the development plans for this functionality.

Thank you!

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