By Laura Bennett, field-service CRM implementation analyst with 9 years of experience configuring customer databases, dispatch workflows, and accounting integrations
Last reviewed: July 21, 2026
FieldPulse is field service management software for scheduling, dispatching, estimating, invoicing, payments, and customer management. Its customer records can hold service history, contacts, locations, jobs, and billing activity, while customers may interact through a business-specific Customer Portal or Booking Portal.
This independent guide is not operated by or affiliated with FieldPulse.
The main job is to find the existing customer, site, or transaction before creating another one. Duplicate records can split service history, send messages to the wrong contact, and cause accounting-sync problems that look like missing data.
What is FieldPulse?
FieldPulse is a field service management platform designed for small and midsize trade businesses. It combines customer management with scheduling, dispatching, estimates, invoices, communications, and mobile field work.
A service company may use FieldPulse as the operational record for several parts of a customer relationship:
- Customer and contact information
- Service addresses
- Jobs and appointments
- Estimates and invoices
- Payments
- Technician notes
- Customer communications
- Accounting synchronization
Those records are related, but they are not identical.
A customer can have several service sites. One site can have several jobs. A company can also store multiple contacts so the person approving work does not have to be the person present at the location. FieldPulse’s current multi-site feature is specifically designed to keep several locations and contacts under one centralized customer profile.
That structure should be used before separate customer profiles are created for every address.
Find the customer before adding another
Duplicate customer creation is one of the easiest ways to fragment a field-service database.
An office employee may search by the customer’s personal name while the original record is stored under a business name. A dispatcher may search by the billing address even though the job belongs to another service location. A technician may create a second record because the mobile search did not show the expected contact.
Pause there.
FieldPulse’s multi-site and multi-contact tools allow several addresses and corresponding contacts to remain connected to one customer account. The product is intended to preserve service history at each location while maintaining a consolidated customer record.
Search using several known details before selecting Add Customer:
- Customer or company name
- Service address
- Billing address
- Contact name
- Phone or email already stored in the company system
Do not create a new record solely because one spelling or location does not appear immediately. A duplicate may later produce two sets of invoices, messages, equipment history, or QuickBooks records.
Customer, service site, and contact are different
A customer record identifies the household, organization, or account receiving service. A service site identifies a location where work is performed. A contact identifies a person connected to that customer or location.
The distinction becomes important for commercial customers.
A property-management company may be the customer. It may have twelve service sites. Each building may have a different onsite contact, while invoices are sent to one accounting employee.
Creating twelve unrelated customers would make it harder to see the company’s complete history. Attaching every job to the main office address would make dispatch information inaccurate.
FieldPulse says its customer-site management feature stores multiple locations under one profile, connects contacts to appropriate jobs, and keeps service history organized by site.
Use sites first. Skip duplicate customer accounts unless the businesses are genuinely separate customers.
This is also a practical reporting issue. Revenue and customer history can be distorted when one organization is divided across several profiles without a deliberate reason.
Which FieldPulse portal should customers use?
FieldPulse has a Customer Portal and a Booking Portal. They serve different stages of the customer relationship.
The Customer Portal gives existing clients access to information associated with the service business. FieldPulse says customers can view jobs, estimates, invoices, payments, schedules, updates, and communication options through the portal.
The Booking Portal is intended for requesting new service or an estimate. It can be embedded into a contractor’s website and allows prospective customers to submit requests or select available appointment times.
| Portal | Best use |
|---|---|
| Customer Portal | Existing jobs, estimates, invoices, payments, and service history |
| Booking Portal | New appointment or estimate requests |
Use the contractor’s link.
FieldPulse portals can be customized for individual businesses, so a portal discovered through a general search may belong to another contractor. An employee login is also not a substitute for customer access.
Why a customer cannot see an invoice
A missing invoice does not always mean the invoice was deleted.
The invoice may be attached to a duplicate customer profile, associated with another service site, not yet shared through the portal, or waiting on a synchronization or payment-status update.
Check the record path in this order:
- Confirm the correct customer profile.
- Confirm the service site attached to the job.
- Open the job and locate the invoice.
- Confirm that the invoice was sent or exposed to the customer.
- Check whether another customer profile contains a similar invoice.
- Review the accounting sync only after the FieldPulse record is located.
FieldPulse’s Customer Portal documentation says customers can view their jobs, estimates, invoices, and payments. If other portal records appear but one invoice does not, the problem may be tied to that record rather than the entire portal account.
Do this first. Skip recreating the invoice.
A second invoice can create a duplicate payment request and a second accounting record, even though the original invoice still exists.
Customer-specific Price Tiers
FieldPulse offers Price Tiers for applying markups or discounts based on customer categories. Its documentation describes the feature as a way to maintain consistent pricing for groups such as members, wholesale customers, or other customer types.
That setting can explain why two customers receive different prices for similar work.
Before manually editing an estimate, check whether a Price Tier is attached to the customer. The displayed line-item price may be calculated from that customer classification rather than entered incorrectly by the technician.
Price Tiers should also be reviewed when duplicate customers exist. One profile may carry the correct tier while the newly created duplicate uses standard pricing.
That creates an awkward sequence: the office prepares an estimate from the wrong profile, the customer receives an unfamiliar total, and staff try to correct individual line items instead of fixing the customer selection.
Check the tier first. Skip manual discounting until the applied customer record is confirmed.
QuickBooks sync can expose duplicate records
FieldPulse integrates with QuickBooks Online and QuickBooks Desktop. Official materials say supported customers, invoices, payments, and related records can be synchronized between the systems, depending on the configured integration.
That connection makes duplicate customer records more visible.
A customer created independently in both platforms may not match automatically. A second FieldPulse record may sync into QuickBooks as another customer. An invoice can then appear under one profile in FieldPulse and another in QuickBooks.
For QuickBooks Online, FieldPulse says customers, line items, estimates, invoices, and payments created or edited in FieldPulse can be created or updated in QuickBooks.
For QuickBooks Desktop, the post-sync documentation tells users to review the Last Sync Date when synchronization has not run recently, confirm that sleep settings are disabled, and check whether the Web Connector is running.
This gives operations teams two separate checks:
- Did the record fail because of data or mapping?
- Did the synchronization process run at all?
Do not repeatedly trigger a full sync before answering those questions.
Purchase orders have their own sync behavior
FieldPulse now documents QuickBooks Online purchase-order synchronization as a one-way or two-way option. Newly created or updated purchase orders can trigger synchronization, while changing only the purchase-order status does not trigger the sync.
That last detail is easy to miss.
A user may update a purchase order from one status to another and expect QuickBooks to refresh immediately. FieldPulse says the status itself is not the event that triggers the documented synchronization.
Review whether another supported field was created or updated. Skip recreating the purchase order simply because its status change did not appear in QuickBooks.
This is a good example of why “sync is broken” is often too broad. Customers, invoices, payments, and purchase orders may follow different rules.
Why FieldPulse notifications do not reach one user
FieldPulse notification settings are partly user-specific. Its troubleshooting documentation says each team member must enable WebApp notifications independently through the person icon and My Settings. The mobile app and the phone’s operating system also have their own notification permissions.
That creates at least three control points:
- WebApp notification preferences
- FieldPulse mobile notification settings
- Device-level notification permissions
If one technician misses alerts while everyone else receives them, check that user’s settings first.
Do not change the company-wide dispatch process or create another user account before local notification permissions are reviewed. The assignment may be correct even though the alert was blocked.
The same reasoning applies to customer communication. FieldPulse has separate tools for automated updates, reminders, invoices, and direct messaging, so the absence of one message does not prove that all communication features failed.
Is FieldPulse pricing public?
FieldPulse currently uses seat-based pricing. The official pricing page says businesses purchase a set number of seats for the contract term, with rates based on the access required by each seat.
Full-access seats cover the broader platform, including scheduling, dispatching, customer management, estimates, invoicing, pricebook functions, and reporting. Field-only seats are intended for mobile workers who need assigned jobs, job details, notes, file uploads, and clock-in or clock-out functions.
FieldPulse does not publish one universal price that fits every configuration on that page. Third-party estimates vary considerably and should not be treated as a current quote.
A useful pricing request should identify:
- Full-access users
- Field-only technicians
- QuickBooks integration needs
- Customer and Booking Portals
- Payments
- Communication products
- Multiple locations or business units
- Migration and training requirements
Pricing and feature availability may vary by region.
Getting FieldPulse support
FieldPulse provides a searchable Help Center with sections for account access, core functions, customer structures, troubleshooting, integrations, and training. It also offers live training resources and weekly question sessions.
The official contact page lists customer support at (469) 382-5668 and says phone support is available Monday through Friday from 9 a.m. to 6 p.m. Central Time. Chat is also offered.
Before contacting support, collect:
- Customer or company name
- Service site
- Affected record type
- Web or mobile environment
- Approximate time
- QuickBooks version, when relevant
- Whether another user sees the same problem
- Date of the last successful sync
Do not include confidential login or payment information in an unsolicited message.
Frequently asked questions
Can one FieldPulse customer have several addresses?
Yes. FieldPulse supports multiple service locations under one customer profile.
Why are there two records for the same customer?
Someone may have created another profile instead of adding a service site or contact. Search both records before merging, deleting, or creating more transactions.
Is the Customer Portal the employee login?
No. It is for a contractor’s customers.
Can customers book work through FieldPulse?
Yes. The Booking Portal allows service or estimate requests through a contractor’s website.
Why is one customer receiving different prices?
A customer-specific Price Tier may be applying a markup or discount.
Why has QuickBooks Desktop stopped updating?
Check the Last Sync Date, computer sleep settings, and whether the Web Connector is running.
Does changing a purchase-order status trigger QuickBooks sync?
Not by itself, according to FieldPulse’s current purchase-order sync documentation.
Where should I start with a missing record?
Search the existing customer, sites, contacts, jobs, and duplicate profiles before creating anything new.
