A complete guide to the Freshdesk Solution Article Generator

We all know we should have a fantastic knowledge base. A great help center cuts down on support tickets and lets customers help themselves, which is the dream, right? But let's be real, actually writing, updating, and managing all those articles is a massive time sink.

Luckily, AI is starting to make this a whole lot easier, helping teams crank out quality help articles without spending days on them. One of the tools out there is the Freshdesk Solution Article Generator.

This guide will walk you through everything you need to know about this feature, covering how it works, how much it costs, and where it falls short. We'll also see how it compares to more advanced AI platforms that can pull knowledge from all your company's apps, not just your helpdesk.

What is the Freshdesk Solution Article Generator?

So, what exactly is this thing? The Freshdesk Solution Article Generator is a tool tucked inside Freddy AI, Freshdesk's own AI assistant. Its whole purpose is to help your support agents and admins write help articles and FAQs without staring at a blank page. You just feed it a few prompts, a quick summary, or a basic outline, and it will generate a first draft for you.

The idea is to save time, help your team get more done, and keep your help content looking consistent. It fits right into Freshdesk’s knowledge base system, which uses a simple structure of Categories > Folders > Articles to keep things organized and easy for customers to find.

A look at the Freshdesk knowledge base interface where the Solution Article Generator is used.

Just know that this generator isn't a standalone tool. It’s part of the paid Freddy AI Copilot add-on, which means you have to add it to your existing Freshdesk plan.

How the Freshdesk Solution Article Generator works

Using the Freshdesk Solution Article Generator is pretty simple once you've got it set up. But first, an admin on your team will need to do a little digging in the settings to switch it on.

Enabling the Freshdesk Solution Article Generator

You'll find the on/off switch for the generator in your admin settings under the Freddy AI section. Remember, this feature only comes with the Freddy AI Copilot add-on, so it won’t be available on every plan. If you don't see the option, you’ll probably need to purchase the add-on first.

The article generation process

Once it's enabled, using the generator fits right into the normal content creation workflow. Here’s what that looks like in practice:

1. Head over to the "Solutions" tab in Freshdesk and click to create a new article.

2. Give your article a title, then type in a few simple prompts or a summary of what you want the article to cover. For a "how to reset your password" article, your prompts could be as simple as "Enter email," "Click reset link," and "Create new password."

3. Click the "Generate solution article" button in the editor's toolbar.

4. Freddy AI takes your notes and writes a complete, structured article draft.

While the AI does the initial writing, the final review is still on you. It's really important for an agent to read through the generated text, edit it for accuracy and clarity, and make sure it sounds like your company.

Core benefits

Freshdesk highlights a few main perks for support teams using the generator:

• Saves a ton of time: It seriously cuts down on the manual effort of writing articles from scratch.

• Helps agents get more done: By automating the first draft, it frees up your team to focus on trickier customer tickets that need a human.

• Keeps content consistent: It helps make sure all your help articles have a similar structure and tone, which makes your knowledge base look more professional.

Freshdesk Solution Article Generator pricing

Alright, let's talk about money. The Freshdesk Solution Article Generator isn't free, and the way it's priced is definitely something you need to think about. It’s not baked into the standard Freshdesk plans; you have to buy it as an add-on.

Here’s what you’ll need to get access:

• Plan Requirement: You have to be on a Freshdesk Pro or Enterprise plan.

• Add-on Requirement: You need to buy the Freddy AI Copilot add-on, which costs $29 per agent, per month (if you pay annually).

This means your total bill is the price of your base plan plus the add-on fee for every single agent who needs to use it.

Here’s a quick table to break down the total monthly cost per agent:

This is where it can pay to look at other options. Some AI platforms price based on overall usage instead of charging for every user. That can make your bill more predictable and cost-effective, since you're paying for the value you're getting, not just how many people are on your team.

Limitations and considerations

The generator is handy for getting a draft started, but it's not a magic bullet. It has some real limitations you should know about, especially when you see what other, more modern AI tools can do.

Reactive, not proactive

The Freshdesk Solution Article Generator is completely manual. It only works when you tell it to. An agent or admin has to spot a gap in your knowledge base, think of a topic, and feed it the prompts. It helps you write faster, but it doesn’t help you figure out what you should be writing about in the first place.

A more modern approach is using AI that works proactively. For instance, eesel AI can connect to your helpdesk and sift through thousands of your past tickets. It automatically finds common problems your team has already solved but haven't been documented. Then, it can generate draft articles based on those proven solutions, making sure your knowledge base is always growing with useful stuff.

eesel AI proactively identifies knowledge gaps by analyzing past support tickets.

Knowledge is stuck inside Freshdesk

Freddy AI’s generator only creates content from the prompts you give it. It can't look at information from any other sources. But for most companies, knowledge lives all over the place, technical docs in Confluence, internal guides in Google Docs, and quick troubleshooting tips in Slack.

This is a pretty big drawback. A truly smart AI needs to be able to access all of your company's knowledge to give complete and correct answers. Platforms like eesel AI are designed to fix this exact problem by connecting to all your different apps. When your AI can learn from your entire company's brain, it can create articles (and answer customer questions) that are far more comprehensive.

An infographic showing how eesel AI connects to various company apps to create a unified knowledge source, unlike the siloed Freshdesk Solution Article Generator.

Limited customization and no risk-free testing

The Freshdesk tool is what-you-see-is-what-you-get. You give it a prompt, it gives you an article. There's no way to test its output before you start using it. Rolling out an AI without testing can be a bit of a gamble, because you have no idea how it will actually perform with real customer issues.

This is where having a simulation feature is huge. eesel AI has a simulation mode that lets you test your AI setup on thousands of your own past tickets in a safe environment. You can see exactly how it would have responded, predict its accuracy, and tweak its behavior before it ever talks to a customer. This gives you the confidence that your AI will actually be helpful from day one.

The eesel AI simulation mode allows teams to test the AI's performance on past tickets before deployment.

The verdict: A good start, but is it enough?

So, what's the bottom line? The Freshdesk Solution Article Generator is a decent tool if your team is already all-in on the Freshdesk ecosystem and you just want a simple way to write articles a bit faster. If you’re on a Pro or Enterprise plan and don’t mind the per-agent add-on fee, it can definitely help you get first drafts done quickly.

But its value has a ceiling. It’s a manual tool that waits for your input, its knowledge is stuck inside Freshdesk, and the per-agent pricing can get expensive.

For teams that want a truly automated and intelligent knowledge management system, a dedicated platform that connects with all your existing tools is a much more powerful choice.

Build a smarter knowledge base with eesel AI

If the limitations of the Freshdesk generator sound familiar and you're looking for something more powerful, eesel AI was built to solve those exact problems. It’s an AI platform designed to create an intelligent and automated knowledge base that works with the tools you already use.

Here’s how eesel AI goes beyond basic article generation:

• Get set up in minutes: It connects to Freshdesk and your other tools with simple, one-click integrations, not long, complicated projects.

• Bring all your knowledge together: Train your AI on past tickets, Confluence, Google Docs, Notion, and more, so it can give complete and accurate answers.

• Work proactively, not reactively: eesel AI doesn't wait for you. It automatically analyzes your team's successful solutions to find knowledge gaps and drafts the articles for you.

• Test with confidence: Use the simulation mode to check performance and forecast your ROI before you even launch.

• Pay for what you use: Our plans are based on usage, not how many agents you have, which keeps costs fair, transparent, and easy to scale.

A view of the eesel AI pricing page, which highlights a usage-based model as an alternative to per-agent pricing.

Ready to move beyond manual article writing and build a knowledge base that actually works for you? Try eesel AI for free and see what it’s like to automate your support intelligently.