Support tickets from customers are not accessible to field technicians directly; they can only access service tasks or jobs assigned to them by your helpdesk agents. Field technicians also get access to a Freshdesk app that is dedicated to Field Service, with the ability to 

  • Track service tasks and monitor their schedule
  • Navigate to the customer's location
  • Track time spent in the field and log billable hours for service provided
  • Collect customer signatures once the job is done 

...and more.  These features are available only to field technicians and not to helpdesk agents via the Freshdesk mobile app.