Hello Freshworks Community,

I’m from ICTS (Imperial Collection Technical Services) in Dubai, and I want to share our journey of using Freshdesk to overhaul our customer service workflows. We hope this might help others in similar service-oriented fields, and we’d also love feedback on further enhancements.

Our Challenge

• ICTS handles many service and maintenance requests daily — villa repairs, moving-in/out work, painting, and flooring tasks.

• Before Freshdesk, many requests came via WhatsApp, phone calls, or even in person, which made tracking difficult.

• We had issues with:
  • long response times,
  • missed follow-ups,
  • difficulty in reporting and assigning accountability.