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Hi everyone,
I work at ICTS Dubai, where our business involves a lot of onsite, field-based work: painting, repairs, epoxy flooring, etc. We use Freshdesk for customer requests and are exploring how to better manage field service and coordination (with Freshservice or possible integrations). I want to learn what best practices the community has discovered for similar setups.
Current Situation
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Customers request services via email / phone / chat → converted into Freshdesk tickets.
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Some jobs require sending teams to customer sites. These teams need details (address, materials needed, prep instructions).
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We don’t yet have a robust system for tracking field operations, scheduling, or for ensuring field agents have full info before going onsite.
What We’d Like Advice On
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Scheduling / Dispatch Tools: Which Freshworks (or third-party) tools do people use to schedule field agents? How do you integrate with Freshdesk/Freshservice so tickets can become assignments automatically?
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Mobile Access for Agents: Best practices for providing field teams with access to ticket info (photos, customer notes) via mobile.
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Inventory / Materials Tracking: For field jobs, ensuring that agents have required materials, ordering, stock tracking. Any integrations or workflows that help?
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Feedback & Post-Job Process: How to handle quality checks or customer feedback after field service completion. Automated follow-ups? Surveys?
What We Want Out of It
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Minimize miscommunication and wasted trips.
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Improve service quality and customer satisfaction.
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Make operational visibility stronger (which jobs are pending, which agents are busy, etc.).
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Use Freshworks tools smartly — avoiding manual work where possible.