Freddy AI solution article generator: Features, limitations, and a better alternative

If you’re on a support team, you know the feeling. The ticket queue feels like a treadmill you can’t get off, and your knowledge base is always one step behind what customers are actually asking. You and your team end up answering the same questions over and over, and you just know there’s a smarter way to bottle up that knowledge and put it to good use.

That’s where the whole promise of AI starts to sound pretty good. Imagine having an assistant that could read through your team’s resolved tickets, notice the common snags and their fixes, and then draft help articles automatically. It’s a way to turn all those one-off solutions into self-service content that helps everyone. Freshworks has its own version of this, the Freddy AI solution article generator, which is part of its larger AI suite.

But is it the right tool for your team? Let's take an honest look at how it works, what it’s good at, where it falls short, and a more flexible alternative that plays nice with the tools you already use.

What is the Freddy AI solution article generator?

First off, let's get clear on what this thing actually is. The Freddy AI solution article generator isn't a standalone app you can just go out and buy. It’s one specific feature tucked inside Freshworks' bigger AI platform, known as Freddy AI. That platform has a whole bunch of tools, from AI agents that can handle simple customer chats to a Copilot that gives human agents a hand.

The article generator’s job is to intelligently sift through your resolved support tickets in Freshdesk. It's looking for patterns, common questions, recurring problems, and most importantly, the successful solutions your team provided. When it finds a conversation that looks like it could be a helpful guide for other customers, it automatically drafts an article for your knowledge base.

The goal is simple: help your support team get ahead of those repetitive issues before they even become tickets. By turning proven fixes into public articles, the idea is to cut down on agent workload and let customers find answers on their own. The key thing to remember, though, is that it's designed to do all of this entirely within the Freshworks ecosystem.

How the Freddy AI solution article generator works

So, how does a support ticket actually become a help article? The process is pretty straightforward, and it all happens inside Freshdesk.

It all kicks off after an agent marks a ticket as "resolved." At that point, Freddy AI’s algorithms start chewing on the data. The AI reads the whole conversation, trying to figure out if the issue is a common one and if the agent’s reply was clear, effective, and could be reused.

This video demonstrates how you can generate knowledge base articles automatically with Freddy AI.

If the ticket checks all the right boxes, Freddy drafts a knowledge base article. It pulls the key info from the agent’s successful reply and puts it into a standard article format. This draft doesn’t go live automatically, which is a good thing. Instead, it gets sent to a human, an agent or a manager, who needs to review it, clean it up, and then publish it to the help center.

It’s a clever way to capture knowledge that might otherwise just get lost in an old ticket thread. The catch, however, is that this process only works with the data that lives inside Freshdesk. If your team's real knowledge is scattered across different apps, Freddy AI is blind to it.

This is a big difference from more modern AI tools like eesel AI, which are built from the ground up to connect to your entire knowledge universe. It can learn from your internal wikis in Confluence, pull information from project briefs in Google Docs, and even analyze past conversations from other helpdesks like Zendesk. That gives you an AI assistant that has the full picture, not just a small piece of it.

Key features and major limitations

While the idea behind the Freddy AI article generator is solid, how it’s put into practice comes with some serious drawbacks, especially if your team likes having flexibility and control.

What it does well: Automated article drafting

The main win here is pretty obvious: it saves your team time. Instead of staring at a blank page to write a new help article, an agent gets a draft that’s already based on a real, successful customer interaction. This doesn't just make content creation faster; it helps you capture that "tribal knowledge" that often only exists in one agent's head or in a forgotten ticket. It’s a smart way to build out your knowledge base with content you already know works.

The big catch: You're locked into the Freshworks ecosystem

This is the most important string attached. The Freddy AI article generator only works if your entire support world runs on Freshworks. You can't use its AI features if you’re happy with your current setup in Zendesk, Intercom, or Gorgias. To get this one feature, you have to buy into their whole platform.

This is where a tool like eesel AI takes a completely different path. It's designed to be platform-agnostic, meaning it works with what you've got. eesel AI plugs into your existing helpdesk and connects all your knowledge sources together. You don’t have to move all your data or force your team to learn a new system just to get smart AI features. It improves the tools you already use instead of making you replace them.

The "black box" problem: Limited control

Freshworks' marketing talks a lot about "out-of-the-box skills" and "prebuilt workflows." That can sound appealing if you want to get started quickly, but it usually means you have less say in how the AI actually behaves.

For instance, can you easily tell the AI to adopt a specific tone of voice that matches your brand? Can you restrict its knowledge to make sure it doesn't try to answer questions about sales or marketing? With most pre-packaged AI solutions, the answer is often "no," or at least, "not easily."

That's a world away from the customizable workflow engine in eesel AI. With a simple prompt editor, you can define exactly who your AI is, what topics it's an expert on, and what actions it can take, like escalating a ticket or looking up an order status. You’re in control.

Deployment anxiety: It's hard to test with confidence

When you’re about to let an AI loose on your knowledge base, you want to be damn sure it’s going to do a good job. But there’s no mention of a solid testing or simulation mode for Freddy's article generator. How can you know what kind of drafts it will write or how accurate it will be before you flip the switch? You basically have to turn it on and cross your fingers.

This is another area where eesel AI really shines. Its simulation mode is a huge stress reliever. You can safely test your AI setup on thousands of your own past tickets in a sandbox environment. This gives you a clear forecast of its performance, shows you exactly how it will respond in different scenarios, and helps you spot gaps in your knowledge base, all before it ever touches a real customer or agent. You can go live knowing exactly what to expect.

Pricing: Good luck finding it

When you're looking at a new tool, one of the first questions you ask is, "What does it cost?" With Freddy AI, getting a straight answer to that question is surprisingly difficult. Freshworks doesn’t publish clear pricing for its AI features. Their official pricing page is broken, and finding out what you’ll pay means you have to schedule a demo and talk to a salesperson.

This lack of transparency causes a few headaches for anyone just trying to make a smart decision:

• You can't create a budget without committing to a sales call.

• It makes it almost impossible to compare its cost to other tools on the market.

• It usually hints at complicated pricing bundles, where the features you want are tied to pricey enterprise plans and long-term contracts.

Honestly, this approach feels a bit old-school. Most modern companies are moving toward transparent pricing, which is exactly what you find with eesel AI. The pricing is public, easy to understand, and based on the value you get, not on your negotiation skills.

Plan	Monthly (bill monthly)	Effective /mo Annual	Key Features
Team	$299	$239	Train on docs, Copilot for help desk, Slack.
Business	$799	$639	Everything in Team + train on past tickets, AI Actions, bulk simulation.
Custom	Contact Sales	Custom	Advanced actions, multi-agent orchestration, custom integrations.

With eesel AI, you won’t find any per-resolution fees that punish you for successfully helping more customers, and the flexible monthly plans mean you’re never locked in.

The alternative: Bring all your knowledge together with eesel AI

If the idea of being boxed into a closed ecosystem like Freddy AI sounds a bit constricting, then eesel AI is probably what you’re looking for. It’s not just an article generator; it's an AI platform that’s built to work with your setup, not make you change it.

It’s designed to solve the exact problems we’ve been talking about:

• Get started in minutes, not months: eesel AI is genuinely self-serve. You can sign up, connect your helpdesk with one click, and launch your first AI agent on your own schedule. No mandatory demos or long sales calls needed.

• Connect all your knowledge: Your company’s real wisdom isn’t just in your helpdesk tickets. It's in Slack threads, Google Docs, and Confluence pages. eesel AI connects to dozens of apps, giving your AI a complete brain to work from.

• Full control and risk-free testing: You get to customize everything, from the AI's personality to the specific actions it’s allowed to take. And with the simulation mode, you can tune its performance before you roll it out to your team or customers.

• Transparent, predictable pricing: You’ll always know exactly what you’re paying. No hidden fees, no surprises on your invoice.

What's the bottom line?

The Freddy AI solution article generator is based on a great idea. For teams already running their entire operation on the Freshworks platform, it offers a handy way to turn support tickets into knowledge base articles.

However, its major limitations, being locked into one ecosystem, the mystery pricing, and the lack of user control, make it a tough sell for modern support teams who need flexibility and want to choose the best tools for the job.

For most teams, a better path is to use a flexible AI layer like eesel AI. It works with the tools you already know and trust, giving you much more power, better insights, and total control over your support automation.

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