FreshdeskThe company
Driven Properties is a Dubai real estate agency and the Forbes Global Properties member for the region. Its website lists more than 1,000 team members, over 750 licensed agents, six offices in the UAE and six international offices, with a team that speaks more than 25 languages. It sells, lets and manages property across Dubai and Abu Dhabi.
Visit Driven Forbes Global Properties at drivenproperties.com
The problem
An agency this visible gets a lot of messages on Instagram and Facebook, and most of them are not yet a lead. People ask whether there is a job, whether the agency wants a videographer, whether someone can share a WhatsApp number, and, in between, whether there is a two bedroom near Emirates Hills to rent. Every one of those needs a polite reply, and the real enquiries need a consultant quickly, with the basics already collected.
The property management side had a different problem: dozens of open tenant and landlord tickets, and no quick way for the managers to see where each one stood without opening them all.
How it runs
Driven connected Freshdesk to eesel in June 2026 and went live on the social channels in August. The agent reads about 1,450 past Freshdesk tickets and a set of files the team wrote: the greeting, the tone, which questions to ask for each kind of enquiry, and where each kind of request should go.
- Only social messages. eesel wakes when a new ticket is created or updated, and checks the Freshdesk source before doing anything. Instagram messages and Facebook messages get an answer. Email, web forms, WhatsApp and comments are left for the team.
- Replies go out live. On Instagram and Facebook the reply reaches the customer through a Freshdesk automation, so on the ticket it shows up as the ticket being updated rather than a public reply. Every reply is grounded in what the knowledge base returns; if it cannot answer, it says so and offers a consultant.
- It qualifies like a consultant would. Two or three related questions per message, the property first, contact details later. Sellers and landlords in the UAE, India, Egypt and Spain are asked about the property, its status and whether they hold the title deed.
- Then it hands over. It does not book viewings or assign brokers. After qualifying, it sends a short closing reply, collects full name, email and phone, and leaves an internal note for the team with the summary. Job seekers get the careers link and the ticket is closed as recruitment. Partnership requests are sent to the partnerships inbox.
- Teammates can call it. Mentioning eesel on any Freshdesk ticket makes it read the thread and either answer the teammate's question in an internal note or draft a customer reply for them to send.
- Two summaries a day. At noon and at 5pm Dubai time, eesel pulls every open property management ticket, reads each conversation, and emails the managers a briefing grouped by priority: what the issue is, the latest update and the expected next step.
A month of work
Between 8 August and 8 September 2026 eesel handled about 380 Freshdesk tickets from Instagram and Facebook. It updated tickets about 2,500 times, which is how the replies, ticket types and statuses get set on those channels, left about 650 internal notes and tagged about 620 tickets. It drafted about 55 replies for teammates who asked, and sent a handful of replies directly on tickets where that was the right channel. Most of the work lands between 9am and 7pm Dubai time, when the messages come in.