Zoho FSM Reviews & Product Details

What I like most about Zoho FSM is how it brings our entire field service workflow together in one well-structured platform.

We’re in the process of moving away from Excel spreadsheets and Google Calendar and into a more professional system to manage our HVAC service operations. With Zoho FSM, we can organize service requests, estimates, work orders, technician appointments, service history, and customer communication in a far more efficient and consistent way.

Another major advantage is the platform’s flexibility. We’re able to customize workflows, automate certain processes, and integrate Zoho FSM with other Zoho applications, including Zoho Invoice.

What really stands out, though, is the customer support. During implementation we ran into a few early challenges, but the Zoho FSM support team has been responsive, professional, and genuinely focused on resolving our issues while also helping improve the product.

We’re still exploring everything the platform has to offer, but so far our experience has been excellent. Review collected by and hosted on G2.com.

The main area that needs improvement is Croatian localization.

While Zoho FSM offers multilingual support, some interface labels and field names are not translated accurately into Croatian, and certain hardcoded system fields cannot currently be fully localized. This occasionally creates confusion when configuring workflows and preparing the system for everyday use by our technicians and administrative staff.

We are actively documenting these translation issues and communicating with Zoho's support team to help improve the Croatian localization.

We also encountered a few minor technical issues during the initial implementation, but the support team has been very responsive and has helped us resolve them promptly.

Overall, these are areas for improvement rather than major limitations of the platform. The core functionality works very well, and we are genuinely satisfied with Zoho FSM. Review collected by and hosted on G2.com.

Support, user friendly, onboarding sessions, covers all the essentials, module diversity Review collected by and hosted on G2.com.

Only 8 onboarding sessions, need more sessions Review collected by and hosted on G2.com.

Zoho FSM is much more capable and customizable than other field service management software I’ve used. Even if the business solution you need isn't native to Zoho FSM, they have convenient endpoints you can call to bolt on tools to help solve problems. Review collected by and hosted on G2.com.

The only thing that the team and I don’t like about Zoho FSM is the mobile app. That could use an overhaul. They need to copy something that’s more similar to Booking Koala. Many times, the technicians out in the field don’t have time to work with a cumbersome app, and I will say the mobile app is a little bit cumbersome, especially at first. Review collected by and hosted on G2.com.

Zoho FSM is laid out pretty good and is pretty easy to navigate. Everything that is needed is quickly accessible and is right in front of you, so you don't have to go searching around for anything. For us, the biggest selling point is that it integrates with all other Zoho products as we use Zoho One which we use everyday. There isn't any forgotten invoices anymore, we can easily create an invoice once a work order is complete and track it. FSM is great and I would highly recommend it to others that are not needing a system with a bunch of additional features, as you can choose different pricing for the features needed. Review collected by and hosted on G2.com.

The main thing that I dislike about FSM is the photos or attachments. You can upload the attachments, but can't put any notes with them. So if we upload a before photo, we really have no way of knowing that it is the before unless we go through and change all of the file names which is annoying. Documentation is also a little rough with FSM, but if you do some research you will eventually find what you need. The final issue I have with FSM is the module builder. They implement some weird restrictions such as only color coded options for pick lists for however many pick boxes. And when you make a change to one module, you may break another module and have no idea why as it just says a required field is missing, but doesn't tell you which one. I think the modules needs some work so it can be customized a little more. Review collected by and hosted on G2.com.

One of the standout features is how easily it integrates with other Zoho applications, making it simple to access information and functions without any interruptions. Review collected by and hosted on G2.com.

The customization options feel quite rigid, and it can take a long time for certain features to be implemented. I believe the application should offer more flexibility, as every organization or company has its own unique requirements. Review collected by and hosted on G2.com.

I like how easy it is for field service agents to see exactly what they are scheduled for and that they can track the time on the job perfectly. Review collected by and hosted on G2.com.

Can be hard to rearrange the schedule sometimes. Review collected by and hosted on G2.com.

Zoho FSM has been a game-changer for our field service operations. The platform is intuitive, feature-rich, and perfectly tailored to streamline every aspect of managing a field workforce. Review collected by and hosted on G2.com.

None So far, it has been working as expected Review collected by and hosted on G2.com.

Customer Support is good, and staff behaviour also good Review collected by and hosted on G2.com.

UI is not satisfying compared with other Zoho products Review collected by and hosted on G2.com.

1. It's easy to send tasks to specific people with specific experience

2. Automation of procurement-based documents Review collected by and hosted on G2.com.

1. As usual, the support of the FSM is not up to the mark

2. A couple of features but no how-to-use on the same

3. First-time users will take some time to understand it better Review collected by and hosted on G2.com.

We used Zoho FSM as a team, and the product being cloud based makes it easier for the team to work together in several projects, and makes it efficient for the manager to see where the project is heading, also makes it possible to have a helicopter view of all members action plan, where they are stuck or which subjects they have managed to complete.

I can say the actual user interface is very friendly, easy to learn, and integrating with internal products as well as MS products, which allows all the departments work closely without miscommunication, as Zoho's availability in projects are real-time. Offers app version as well, engages with both stakeholders and customers, integrates with anything that you want to use.

I can recommend the product for both large companies and small companies, if the pricing is good to go with Review collected by and hosted on G2.com.

The product has also a KPI features which values the key performance indicators by gathering data from what is given. It feels like it has many features that can offer, but without knowledge, it is not very possible to get the most of it. Customer service is focusing on issues or problems and does not have a step by step manual or a guide to enlighten these features and how they can be used for. Review collected by and hosted on G2.com.