A practical guide to Freshdesk solution articles in 2026

A great knowledge base can feel like a superpower for your support team. It lets customers help themselves and gives your agents the right answers at their fingertips. In Freshdesk, this all starts with Freshdesk solution articles. As your business grows, managing this content effectively becomes a vital part of your support success.

This guide is here to break it all down. We'll look at what Freshdesk solution articles actually are, how to manage them with Freshdesk's own robust tools, and how to scale your operations effectively. Then, we’ll explore how a unified AI platform can help you further enhance these capabilities, turning your knowledge base from a simple library into an engine that actively helps your team.

What are Freshdesk solution articles?

Simply put, Freshdesk solution articles are the individual pages that make up your knowledge base or customer help center. They're your how-to guides, FAQs, policy docs, and troubleshooting tips that both customers and agents rely on.

To keep everything organized, Freshdesk provides a simple three-level structure:

1. Categories: These are your big-picture topics. Think "Billing," "Getting Started," or "Product Features."

2. Folders: These are sub-topics that live inside a category. Under your "Billing" category, you might have folders for "Subscription Management" and "Payment Methods."

3. Articles: This is the actual content. An article inside the "Subscription Management" folder could be something like "How to upgrade or downgrade your plan."

You can make articles public for anyone to see or keep them private for your internal team only. Each article moves from a "Draft" to a "Published" state, and Freshdesk has features to help you manage this workflow. When it’s all working well, this system is your first line of defense, handling common questions so your support team can focus on trickier issues.

Managing your Freshdesk solution articles: The native toolkit

Freshdesk gives you a comprehensive set of built-in tools to create and manage your solution articles. These tools are designed to give you full control over your help center content.

Creating and organizing Freshdesk solution articles

The process of adding new content is straightforward. An admin or agent can identify common customer questions, write up a new article, and then select the appropriate category and folder. This manual control ensures that every article is filed correctly and meets your brand's specific quality standards.

Bulk actions and visibility settings for Freshdesk solution articles

If you have a large knowledge base, Freshdesk’s bulk actions are a lifesaver. You can select multiple articles at once and change their visibility, move them to a new folder, or update their settings. It’s a helpful way for admins to manage content at scale and keep things current as your product or services evolve.

The role of Freddy AI in creating Freshdesk solution articles

To help speed things along, Freshdesk offers Freddy AI, which includes a "Solution Article Generator." You can provide a short summary, and it will generate a full article draft. This can significantly cut down on writing time, allowing your team to focus more on the strategic aspects of knowledge management and identifying key areas where customers need more support.

The workflow is designed for precision: an agent recognizes a new trend, drafts an article (often with AI assistance), and then refines it before publication. It’s a reliable system that ensures your team’s expertise is captured and shared effectively.

Considerations for scaling Freshdesk solution articles

While Freshdesk provides a strong foundation, growing teams often look for ways to further optimize their knowledge management as their operations become more complex.

Connecting across knowledge sources

Company knowledge often resides in several places, such as Google Docs, Confluence, Notion, or Slack threads. While Freshdesk solution articles are the primary source for your help center, teams can look for ways to bridge these internal documents with their customer-facing content to ensure agents have a complete view without switching tabs.

Accelerating AI implementation

Freshdesk's AI features, like the "Solution Article Suggester," provide excellent support for agents. The suggester generally performs best once you have a foundational set of articles (around 25) in your knowledge base. For new teams, building this initial library is an important first step to unlocking the full power of Freshdesk's automation.

Maintaining content freshness

As your support volume grows, identifying exactly what new articles to write becomes a more data-driven task. While agents do a great job of noticing trends, teams can enhance this by using automated tools to analyze resolved tickets and suggest new article drafts. This proactive approach ensures your knowledge base stays perfectly aligned with your customers' most common questions.

A connected solution like eesel AI can complement your Freshdesk setup by helping to bridge these knowledge sources. By connecting to all your tools, including Freshdesk, it acts as an additional smart layer for your support operation.

Supercharging Freshdesk solution articles with a unified AI platform

The right AI platform should make what you already have even better. eesel AI works as an intelligent layer that plugs into Freshdesk and your other knowledge sources. It’s designed to enhance your native tools and help your knowledge base work harder for your team.

Unify all your knowledge, instantly

You can bring all your information together quickly. eesel AI integrates directly with Freshdesk and also connects to places like Confluence, Google Docs, and Slack. It can also learn from your historical Freshdesk tickets from the start. This allows the AI to understand your brand voice and common solutions immediately, helping you provide great support while you continue to grow your solution article library.

Automate Freshdesk solution articles creation, intelligently

eesel AI can help make knowledge creation more proactive. Its AI Agent can analyze your successfully resolved tickets and automatically generate new draft solution articles based on real customer interactions. This saves time on manual drafting and ensures your knowledge base is always focused on actual customer needs, letting your team focus on the final review and publication.

Go beyond Freshdesk solution articles with a fully controllable AI agent

While Freshdesk's AI provides excellent article suggestions, eesel's AI Agent can also use that knowledge - and information from your other connected sources - to assist in resolving tickets. You have granular control to decide which types of tickets the AI should handle. You can also set up custom actions, allowing the AI to look up order information or update ticket fields, acting as a helpful extension of your team.

Test with confidence before you go live

When introducing AI to your customer support, confidence is key. eesel AI's simulation mode allows you to test your setup on your historical tickets. You can see how the AI would respond and predict resolution rates in a safe environment before enabling it for live customers, ensuring everything aligns with your support standards.

Feature	Freshdesk Freddy AI	eesel AI
Knowledge Sources	Focuses on Freshdesk solution articles.	Connects Freshdesk with Confluence, Google Docs, Slack, and more.
AI Training	Performs best with a foundation of 25+ articles.	Learns from historical tickets to provide immediate assistance.
Content Creation	Includes an AI-powered article generator.	Proactively suggests draft articles based on resolved tickets.
Automation Control	Robust rules for suggestions and routing.	Granular control for specific ticket types and custom actions.
Pre-launch Testing	Reliable native testing workflows.	Simulation mode to test on past tickets and forecast performance.

Freshdesk AI pricing

Freshdesk offers a variety of pricing plans to suit different team sizes, with AI features available as powerful add-ons.

Here's a look at the plans (billed annually):

• Growth: $15/agent/month

• Pro: $49/agent/month

• Enterprise: $79/agent/month

Freshdesk's advanced AI capabilities are available through specific add-ons:

• Freddy AI Copilot: Adds advanced assistance like the Article Generator for $29/agent/month on Pro or Enterprise plans.

• Freddy AI Agent: Provides automated resolutions starting at $100 per 1,000 sessions. This usage-based model ensures you only pay for the value the AI delivers during your busy periods.

A predictable alternative: eesel AI pricing

eesel AI's pricing is designed to be straightforward and predictable. Rather than charging per agent, plans are based on a flat monthly fee that includes a set number of AI interactions.

Plan	Price (Billed Annually)	AI Interactions/mo
Team	$239/month	Up to 1,000
Business	$639/month	Up to 3,000

This approach helps keep costs consistent as your team grows. All main features, including the AI Agent, Copilot, and Triage, are included in these plans.

Build Freshdesk solution articles that work for you

Freshdesk solution articles are the essential foundation of your customer self-service. The native tools provide a mature and reliable way to manage your knowledge base as you grow. By exploring additional tools like a unified AI platform, you can further enhance these capabilities.

By adding a complementary platform like eesel AI to your Freshdesk setup, you can bridge multiple knowledge sources, automate article suggestions based on real customer needs, and deploy a controllable AI agent that works alongside your team from day one.

Ready to see how you can give your Freshdesk knowledge base an even bigger boost? Get started with eesel AI for free.