TABLE OF CONTENTS

• Overview
• How it works
• Prerequisites
• Using Knowledge Content Recommendations
• Assign a topic to an Agent 
• Review assigned topics
• Transition from Knowledge Insights to Knowledge Content Recommendations
• Best practices
  
  

Overview

Keep your knowledge base up to date by acting on the top trending issues surfaced by Knowledge Content Recommendations, a Freddy AI capability. It analyzes recent service desk ticket trends, groups them into clusters called Topics, and highlights knowledge gaps. Addressing these recommendations can keep your content relevant, reduce ticket volume, and improve the overall self-service experience.

This feature was previously known as Knowledge Insights and offered in private beta. It will move to public beta by mid-September 2025 and will be available to all Freshservice customers with the Freddy AI Copilot add-on. Learn more

How it works

Freddy AI reviews tickets from the past 90 days and groups similar ones into Topics. Each topic includes a brief summary of the issues raised and the number of associated tickets (excluding alerts and service requests). It also provides the related ticket IDs, making it easier to investigate in detail and decide on the next steps.

Some topics can also have a trending icon against them. This icon appears if the number of tickets/incidents in the topic has increased or decreased abnormally in the last week compared to the previous weeks.

Managers assign these topics to agents, who are responsible for creating new articles or updating existing ones to address the identified issues. Learn more

Prerequisites

Before you start using Knowledge Content Recommendations, ensure the following requirements are met:

• Ensure that you have purchased the Freddy AI Copilot add-on.

• In Admin settings > Freddy AI Copilot, the Knowledge Content Recommendations feature must be turned on.
  
  

• This feature can be accessed by all agents with the Publish a solution permission. To learn on how to add user-level permissions, see Managing agents.

Using Knowledge Content Recommendations

As a Knowledge Base Manager, follow these steps to utilize the Knowledge Content Recommendations feature in Freshservice:

• In the left navigation panel, go to Solutions > Recommended topics. 
  
  

• On the new screen that appears, the top trending issues will be grouped as Topics. For each topic, you can view a brief description summarizing the tickets logged, the number of tickets logged, the assigned agent (or the option to assign one), and the related ticket IDs.
  
  

• Use the drop-down menu next to the topics category to filter by Assigned topics or Unassigned topics, as shown below. The number displayed next to each category indicates the number of topics in that category.

  • Assigned topics: These are trending issues that already have an agent responsible for reviewing and acting on them.

  • Unassigned topics: These are trending issues that do not yet have an agent assigned, and need to be picked up for resolution.
    

• Click a topic to view all tickets logged for it in the past 90 days. From there, you can open individual tickets to explore details and investigate further. Based on the findings, you can determine whether to update an existing knowledge base article or create a new one.
  
  

Assign a topic to an Agent 

When you assign a topic to an agent or subject matter expert (SME), you make them responsible for analyzing the topic, reviewing the related tickets, and creating or updating a knowledge base article as needed. Similar to tickets, a topic is considered resolved once the article is created or updated.

As a Knowledge Base Manager, follow these steps to assign a topic to an agent:

Ensure that the agents have the Publish a Solution privilege enabled in the user level permissions; otherwise, this feature will not be accessible. To learn how to enable it, see Prerequisites.

1. You can assign a topic from either the main screen or the topic details screen by selecting Assign to Agent, as shown below.
   
   

2. In the panel that opens, do the following:
   
   

   • From the Group drop-down list, select the department the topic belongs to.
     
     

   • From the Agent drop-down list, select the agent you want to assign the topic to. (This field is mandatory.)
     
     

   • In the Description field, a short note about the ticket automatically populates for the agent. You can edit this note as needed. The field also displays a brief summary of the topic and the topic IDs tagged for the agent’s reference.
     
     

3. After completing the above steps, select Assign at the bottom of the screen. The topic is then moved to the Assigned topics queue. The assignee’s name also appears against the topic, as shown below.
   
   

4. Once topics are assigned, the agent can review them from the Knowledge Base home screen by selecting Review topics in the notification at the top of the page. The agent can then update the related articles with any missing information.
   

Transition from Knowledge Insights to Knowledge Content Recommendations

As part of our ongoing AI innovation efforts, Knowledge Insights is evolving into an enhanced capability, now called Knowledge Content Recommendations. This feature will move from private beta to public beta by the end of September 2025, and will be available to all Freshservice customers with the Freddy AI Copilot add-on.

If you’re accessing this feature for the first time, no action is required. Knowledge Content Recommendations works automatically without any additional setup.

• If you don’t have the Freddy AI Copilot add-on: You won’t be able to access Knowledge Content Recommendations after the transition. To enable the add-on, contact your account manager or learn how to purchase it here.

• If you already have the Freddy AI Copilot add-on: Agents with assigned licenses will continue to have uninterrupted access. To expand access, review your current license allocation or purchase additional licenses as needed. 
  
  Note that if you have the add-on but still can’t access the feature, check Admin settings to confirm that Knowledge Content Recommendations is enabled, as shown in the image below.
  
  

Best practices

• Review Topics frequently – Check the Recommended Topics list at least once a week to ensure recurring issues are addressed quickly.
  
  

• Prioritize by impact – Use the trending icon to focus first on Topics with abnormally high increases in tickets.
  
  

• Assign with care – Assign each Topic to the most relevant agent or subject matter expert (SME).
  
  

• Verify permissions – Confirm that the assigned agent has the Publish a Solution privilege at the user level before assignment; otherwise, they will not be able to access this feature.
  
  

• Close only after publishing – Mark a Topic as Closed only when the corresponding knowledge base article is published or updated.
  
  

• Write for findability – Use keywords from tickets in article titles and content to improve search and self-service adoption.
  
  

• Validate with SMEs – Collaborate with subject experts to ensure technical accuracy before publishing.
  
  

• Measure effectiveness – After publishing, monitor article views, feedback, and ticket deflection to confirm the content meets the need.