At a glance
The challenge
Tickets started in Freshdesk, but dispatch lived in spreadsheets and phone calls. Team leaders chased engineers for updates, site reports came back late or incomplete, and clients felt every gap.
What we built
One platform for 165 engineers and 18 team leaders: a dispatch board by cluster, a mobile job flow from ETA to close-out, AI voice notes for the work done, two-way Freshdesk updates, bulk Excel changes and search across everything.
The results
- 165 field engineers and 18 team leaders working from the same picture
- Site updates land on the Freshdesk ticket without anyone retyping them
- Engineers close jobs on site with photos, parts and voice notes
- Changes asked for after the move delivered the same day
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Get DemoDispatch stitched together by hand
ActionLabs has delivered IT services for more than 15 years. Its field engineers handle on-site support, deployments and rollouts, preventive and corrective maintenance, and hardware repair for enterprise clients in banking, BPO, retail, telecoms, manufacturing and logistics. Every job ends with a signed service report from site.
Tickets start in Freshdesk, the company's helpdesk. Getting them to the right engineer, and getting the result back, was the hard part.
“Dispatch ran across spreadsheets, calls and Freshdesk, with team leaders stitching it together by hand every day. With this many engineers in the field, it was hard to see who was where and what had actually been done.”
Updates from site came back late or incomplete, and team leaders spent their days chasing engineers for status instead of leading their teams.
What we built: one picture for every cluster
The system is organised the way ActionLabs is: regional clusters, plus project teams, each with team leaders who see their own engineers and jobs.
The dispatch board
A weekly board where team leaders drag jobs onto engineers, filtered by cluster and job category, with a queue of unassigned work and a day view.
Freshdesk, both ways
Tickets come in as assigned jobs. As the engineer moves through each stage, a short update with a link to the job is posted back on the ticket.
A job flow in five stages
ETA, in transit, arrived on site, begin the work, wrap and close out. Each stage unlocks the next, so nothing is skipped.
Close-out on site
Action taken, parts used and recommended, photos, location and the signed service report, all captured before the job closes.
Bulk updates from Excel
Admins upload a spreadsheet of status changes, preview them and apply them all at once.
Search across everything
One search over job and Freshdesk IDs, customers, sites, engineers, PO numbers, notes and parts.
“Engineers close jobs on site with photos and voice notes, and the update lands in Freshdesk without anyone retyping it.”
Voice notes in Taglish
Engineers can dictate what they did instead of typing it on a phone at a customer site. Many mix languages as they speak, so the transcription was tuned with an IT glossary to get the technical terms right. Job cards carry a short AI brief, with a description in the local language.
In the office, the Command Center answers questions about jobs and people, scoped to each person: admins see everything, cluster leads see their clusters, and engineers see their own work.
A team that keeps improving it with them
ActionLabs has used Fieldproxy since 2024, and in 2026 moved onto the new platform. The changes that followed were turned around fast. Cluster and category filters and richer job cards on the dispatch board went through three rounds of feedback in a single day. A due-date extract that worked the way their old reports did, set to local time, shipped the day it was asked for. So did bringing back the task count on the mobile home screen, and making team leaders view-only when ActionLabs wanted ticket edits kept with admins.
“It handles our scale and fits our setup, which is not something most field tools can say. A team that keeps improving the product with us. It's grown alongside our operation.”
How it went
Year 1
Field engineers running on Fieldproxy.
2026
Moved to the newer Fieldproxy platform, set up their way.
Today
The Fieldproxy AI Command Center switched on for the team.
“Fieldproxy has become an essential tool in improving visibility, tracking field activities, and streamlining communication between engineers and support teams.”
