A guide to using Freshdesk Freddy to spot knowledge gaps from unresolved tickets

Unresolved tickets are a goldmine of information, pointing you directly to the questions your customers have that your knowledge base can address. Freshdesk is a mature, reliable platform that powers customer service for thousands of companies, and its native AI, Freddy, provides insights that can make this process much easier.

This guide will walk you through how to use Freshdesk's tools for ticket analysis, how to maximize their effectiveness, and how you can complement the platform with specialized tools to automate your entire workflow in 2026.

Understanding the role of Freshdesk Freddy

Freshdesk Freddy is the impressive AI engine that Freshworks has woven throughout its customer service platform. It is designed to help on two fronts: making customers more self-sufficient and making agents more productive.

For our goals today, it breaks down into a few key pieces:

• Freddy AI Agent: This is the autonomous part of the AI that handles customer-facing chats and emails, providing automated replies.

• Freddy AI Copilot: This works as a sidekick inside the help desk to help human agents summarize long ticket threads, draft replies, and suggest relevant knowledge base articles.

• Freddy AI Insights: This is the analytics engine. It looks at the numbers behind your support operations to show you trends, helping you make informed decisions about performance and potential issues.

Together, these parts create a powerful AI layer within the Freshdesk ecosystem. Now, let’s see how you can use its reporting features to start identifying those knowledge gaps.

How to use Freshdesk reporting to spot knowledge gaps

To find knowledge gaps with Freshdesk's built-in tools, you can use its help desk reports to piece together clues from unresolved tickets. Freshdesk offers tiered plans to match different team sizes, ensuring you have the right analytics for your needs.

Here’s how you can tackle it.

Analyzing ticket volume and distribution reports

Your first stop should be the analytics dashboard. With a few filters, you can see patterns emerge from your support queue.

• Ticket Volume Trends: Create a report that tracks your ticket volume over time, filtering for an "unresolved" status. If you see a spike after a new feature release, it points to a new area where documentation could be added or updated.

• Ticket Distribution by Category: A detailed approach is to look at unresolved tickets based on categorization. If you use tags or custom fields, you can group them to see which topics are most common. For example, if many unresolved tickets are tagged with "billing," you've found an opportunity to strengthen your billing documentation.

Using customer satisfaction (CSAT) feedback

Freshdesk’s CSAT surveys are a direct line to understanding what your customers need. They help ensure your team remains helpful and approachable.

Create a report that filters for tickets that are both unresolved and have specific feedback. The open-ended feedback is incredibly valuable, as customers will often tell you exactly what they were looking for. This allows you to add specific articles that meet those direct needs.

The foundational role of Freddy AI Insights

Freddy AI Insights is designed to automatically flag high-level trends, which saves your team valuable time. For instance, it might highlight that "password reset" is a recurring topic in your support queue.

This serves as a powerful starting point for any knowledge gap strategy. Freddy identifies what customers are asking about, providing the raw data that a support manager can then use to confirm a gap and create the necessary content to fix it.

Considerations for scaling with Freshdesk Freddy

While you can use Freshdesk's reporting to find knowledge gaps, there are some considerations to keep in mind as you scale your support operations.

A human-centric approach

This process involves a hands-on approach. Freshdesk’s reports provide detailed raw data, allowing support managers to conduct a deep analysis of the results. This ensures that any new content added to the knowledge base is reviewed with the expert context that only your team can provide, maintaining a high standard of quality.

Focusing on core help desk data

Freddy AI is highly specialized, training on the data that lives inside your Freshdesk account. This makes it an expert on your help center articles and ticket history. While this covers your core support interactions, some teams also store information in external tools like Confluence, Google Docs, or Notion. To incorporate these, you might consider complementary tools that work alongside Freshdesk.

Learning from live customer interactions

Freshdesk Freddy uses live customer data to continuously learn and refine its performance in a real-world environment. This ensures the AI stays current with what your customers are actually asking. While it doesn't use a separate simulation environment, the platform's robust reporting allows you to monitor performance closely and make adjustments as you go.

An alternative approach: eesel AI

To further enhance your Freshdesk setup, you might consider a complementary tool like eesel AI. It is designed to work within the Freshdesk ecosystem to help automate the identification and closing of knowledge gaps.

Automate knowledge gap identification and content creation

eesel AI’s analytics dashboard provides insights that work alongside Freshdesk. It highlights trends in unanswered questions, giving you a prioritized list of potential gaps.

Additionally, eesel AI can help you close those gaps by automatically generating draft knowledge base articles from successful resolutions in your past tickets. If an agent has written a great explanation, eesel AI can help turn that into a new help center article. This is a great way to build a knowledge base in 2026 with content that is already proven to work.

Unify all your knowledge sources instantly

While Freddy is specialized for help desk data, eesel AI can connect your other information sources. In just a few minutes, you can link it to the various places your team stores knowledge.

Whether your answers are in Google Docs, Confluence, or Notion, eesel AI can learn from it. It also works with your past ticket history from help desks like Freshdesk, providing a comprehensive view of your business. This helps reduce unresolved tickets by giving your AI access to all your information, no matter where it lives.

Test with confidence using powerful simulation

A unique feature of eesel AI is its powerful simulation mode. This allows you to run the AI on your historical tickets in a safe environment before going live.

This helps you see how the AI would respond to real customer queries. You get an accurate forecast of your potential resolution rate and can proactively identify knowledge gaps before they affect a single customer. The simulation report shows which tickets would have been escalated, giving you a roadmap of what content to add to your Freshdesk setup.

Freshdesk Freddy AI pricing

Freshdesk offers a tiered pricing structure that allows you to choose the AI features that fit your team's size and volume.

• Freddy AI Copilot: This agent-assist tool is priced per agent, starting at $29 per agent, per month when paid annually.

• Freddy AI Agent: This autonomous bot is priced based on sessions. You get a set of free sessions to start, and can purchase additional packs at $100 per 1,000 sessions.

This session-based model is designed to be flexible, scaling with your ticket volume so you only pay for the interactions you actually use. This provides a customizable approach for teams with varying support needs, which can be compared with the different structures of tools like eesel AI.

Final thoughts on using Freshdesk Freddy to spot knowledge gaps from unresolved tickets

At the end of the day, an unresolved ticket is a signal that your documentation can be improved to better serve your customers. Freshdesk Freddy is a strong, capable tool that provides the insights you need to understand these trends.

Freshdesk's reporting provides the foundational clues needed to improve your support experience. For teams that want to go even further, adding specialized tools like eesel AI can automate parts of this workflow.

By connecting all your knowledge sources and using simulations to identify gaps proactively, you can ensure your Freshdesk setup is always one step ahead.

Get ahead of your unresolved tickets

Let AI do the heavy lifting of identifying your knowledge gaps. eesel AI is a complementary option that plugs directly into your existing Freshdesk setup in minutes. You can run a simulation on your own historical tickets today to see where you can improve your resolution rates.

Sign up for free to see what knowledge gaps you can spot today.---