Fieldproxy + Freshservice: dispatch, live tracking and km mileage
Freshservice stays your service desk and system of record. Fieldproxy is the layer for the team that drives between sites: it turns tickets into dispatched jobs, tracks technicians live, logs km from GPS and writes every step back to the ticket.
Built for IT and field operations managers at multi-site organisations already on Freshservice: dealer groups, retail chains, franchise groups and property portfolios.
Watch it end to end
From Freshservice ticket to on-site fix
7 minutes of the real product: connecting Freshservice, a ticket coming in, assigning by drive time, the technician's visit on the phone, and every step landing back on the Freshservice ticket. Recorded on a demo company with sample data.
Chapters
- 0:00Connect Freshservice: API key, test call, suggested mappings
- 1:32A store raises a ticket: Sync now, matched to the site, SLA carried over
- 2:32Assign: techs ranked by drive time, skill, load and shift
- 3:12The phone app: drive, arrive by geofence, checklist, resolve
- 4:55Write-back: notes, time entry and Resolved in Freshservice
- 5:47Dispatch board, live map and km mileage claims
How it works, ticket to resolved
Five steps. Freshservice is where the request starts and where it ends; Fieldproxy runs everything in between that happens on the road.
STEP 01
Connect
Paste a Freshservice integration-user API key and your domain into Fieldproxy's Freshservice connection screen. The key goes to an encrypted vault, and one read-only test call checks it. Fieldproxy then pulls your departments, locations, groups and agents and suggests mappings: each department or location to a site by site code or name, each agent to a technician by email. Accept them in one click.
STEP 02
Tickets come in
Press Sync now, or let a Freshservice webhook push tickets the moment they change. Each new or updated ticket is mirrored, matched to its site and triaged: does it need someone on site, and which skill? The priority and the SLA due time come across from Freshservice, and the ticket becomes a job the dispatcher can assign.
STEP 03
Assign
For each job, technicians are ranked by drive time from where they are right now, skill match, how loaded their day already is and whether they are on shift. One click assigns.
STEP 04
The visit, on the phone
The technician sees the day in order, taps start driving, and arrives. A geofence can mark them on site automatically. They work the checklist, add notes and photos, and resolve the job with a resolution note.
STEP 05
Written back to Freshservice
Every step lands on the Freshservice ticket as a private note: assigned, on the way with an ETA, on site, resolved. Time on site is logged as a Freshservice time entry, and the ticket is set to Resolved with the resolution note. A sync log shows every request and Freshservice's answer, and a failed one can be retried.
See your Freshservice tickets dispatched, tracked and written back.
Get DemoWhat Fieldproxy adds on top of Freshservice
The pieces a field team needs that a service desk is not built for.
Dispatch board
Every open field job across every site, by technician and by day.
Live map of technicians
Where each technician is now and which job they are driving to or working on.
Nearby open tickets
For a technician on site, the other open tickets close by, so one trip can clear more than one.
Km and mileage from GPS
Distance logged from the phone's GPS for each trip, turned into mileage claims that a manager approves.
Cost per site
Time on site, km driven and parts used, rolled up per site so you can see what each location costs to support.
SLA-at-risk alerts
A warning when a job is heading past the SLA due time that came from Freshservice, while there is still time to act.
What stays in Freshservice
- Requests, approvals and the service catalogue stay in Freshservice.
- Agents keep working tickets in Freshservice; the field team works jobs in the Fieldproxy app.
- The Freshservice ticket stays the system of record, with the field story written onto it.
- Reporting on tickets stays where it is. Fieldproxy adds the field side: travel, time on site, km and cost per site.
How the Freshservice sync works
Built on the Freshservice REST API v2 and Freshservice webhooks. An API key from a Freshservice integration user, stored in an encrypted vault. Fieldproxy makes one read-only test call before anything else runs. Every Fieldproxy setup is built around your process, so the field mapping below is agreed with you during setup.
| Record | Direction | When it syncs |
|---|---|---|
| Departments, locations, groups, agents | Fieldproxy Freshservice | Pulled when you connect. Departments and locations are suggested as sites by site code or name, and agents as technicians by email; you accept the mapping in one click. |
| Tickets | Fieldproxy Freshservice | On Sync now, or instantly from a Freshservice webhook. Each new or updated ticket is mirrored, matched to its site, triaged and turned into a job, with its priority and SLA due time. |
| Job progress | Fieldproxy Freshservice | Assigned, on the way with an ETA, on site and resolved are each added to the ticket as a private note. |
| Time on site | Fieldproxy Freshservice | Logged on the ticket as a Freshservice time entry when the visit ends. |
| Ticket status | Fieldproxy Freshservice | When the technician resolves the job, the ticket is set to Resolved with the resolution note. |
Setting it up
- Create an integration user in Freshservice and copy its API key.
- Paste the key and your Freshservice domain into Fieldproxy's Freshservice connection screen.
- Review the suggested site and technician mappings and accept them.
- Press Sync now, or add the Freshservice webhook for instant updates.
Good to know
- Freshservice stays the system of record; agents keep working tickets there.
- A sync log shows every request to Freshservice and its answer, and a failed request can be retried.
Questions we get asked
Does Freshservice stay our service desk?
Yes. Freshservice stays the system of record for every request. Fieldproxy takes the tickets that need someone on site, runs the dispatch, the visit and the travel, and writes each step back to the same Freshservice ticket.
What does Fieldproxy need from Freshservice to connect?
An API key from a Freshservice integration user and your Freshservice domain. The key is stored in an encrypted vault, and Fieldproxy makes one read-only test call before anything else runs.
How do tickets get from Freshservice into Fieldproxy?
Either with Sync now, which pulls new and updated tickets, or with a Freshservice webhook that sends them as soon as they change. Each ticket is matched to a site, triaged for whether it needs a visit and which skill, and keeps its Freshservice priority and SLA due time.
What gets written back to the Freshservice ticket?
A private note at each step (assigned, on the way with an ETA, on site, resolved), the time on site as a Freshservice time entry, and the ticket status set to Resolved with the technician's resolution note. Every request and Freshservice's answer is in a sync log, and failed requests can be retried.
How are technicians chosen for a job?
Fieldproxy ranks them by drive time from where they are right now, how well their skills match the job, how much is already on their day and whether they are on shift. The dispatcher assigns with one click.
How is mileage recorded?
From the technician's phone GPS, trip by trip, in km. Logged trips become mileage claims that go to a manager for approval, and the km also count toward the cost of supporting each site.
How long does it take to set up?
The connection itself is an API key, a test call and accepting the suggested mappings. You can be live within a day.
The longer answer: how to dispatch field technicians from Freshservice tickets, with GPS tracking and mileage.
See it built around how your team already works.
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