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
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ICTS handles many service and maintenance requests daily — villa repairs, moving-in/out work, painting, and flooring tasks.
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Before Freshdesk, many requests came via WhatsApp, phone calls, or even in person, which made tracking difficult.
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We had issues with:
• long response times,
• missed follow-ups,
• difficulty in reporting and assigning accountability.