Freshdesk Knowledge Base — independently scanned and version-tracked by SaferSkills.
SaferSkills independently audited Freshdesk Knowledge Base (Agent Skill) and scored it 100/100 (green). The audit ran 55 deterministic rules across Security, Supply Chain, Maintenance, Transparency, and Community; it found 0 high-severity and 0 lower-severity findings. The full rule-by-rule trace and per-finding evidence are below. Free, methodology-open.
Findings & checks · 0 flagged
Every scanned point with the score it earned and what moved between them.
First recorded scan — no prior version to compare against.
The primary manifest — the file an agent reads to learn what this artifact does.
Freshdesk's knowledge base is called Solutions and is organized as a nested, three-level hierarchy. Articles live inside folders, folders live inside categories. Surfacing the right article on a ticket deflects repeat questions and speeds resolution. This skill covers navigating the hierarchy, reading and searching articles, and suggesting articles for tickets through tools named freshdesk_solutions_<action>.
Category (top level — e.g. "Email & Collaboration")
└─ Folder (grouping — e.g. "Outlook")
└─ Article (the content — e.g. "Fix Outlook disconnected status")| Level | Resource | Parent |
|---|---|---|
| Category | /solutions/categories | — (top level) |
| Folder | /solutions/folders | Category |
| Article | /solutions/articles | Folder |
You traverse top-down: list categories, list the folders within a category, then list the articles within a folder.
GET /api/v2/solutions/categoriesReturns each category's id, name, and description.
GET /api/v2/solutions/categories/{category_id}/foldersReturns each folder's id, name, description, and visibility (which audiences can see it — e.g. all users, logged-in users, or specific companies/agents).
GET /api/v2/solutions/folders/{folder_id}/articlesReturns article summaries within the folder.
GET /api/v2/solutions/articles/{article_id}| Field | Type | Description |
|---|---|---|
id | Integer | Unique identifier |
title | String | Article title |
description | String (HTML) | Body content |
status | Integer | 1 = Draft, 2 = Published |
folder_id | Integer | Parent folder |
category_id | Integer | Parent category |
tags | Array | Labels for retrieval |
hits | Integer | View count (popularity signal) |
Only published articles (status: 2) should be suggested to customers; drafts are internal-only.
GET /api/v2/search/solutions?term=outlook%20disconnectedSearch returns articles matching the term across titles and bodies. Use it when you have a symptom phrase from a ticket and want candidate articles without walking the whole hierarchy. Fall back to hierarchy navigation when you want to browse a known category or folder rather than free-text search.
A high-value MSP workflow is matching an incoming ticket to existing knowledge so the agent can resolve faster or deflect entirely:
message; identify keywords (product, error text, action).
GET /search/solutions?term=... with thestrongest keywords.
status: 2 articles; ignore drafts.hits(popularity); break ties by recency.
reply (deflection) or cite it in an internal note as the resolution path.
Ticket: "Outlook shows Disconnected since this morning"
search term: "outlook disconnected"
candidates (published, ranked by relevance + hits):
1. Fix Outlook disconnected status (hits: 1,204)
2. Rebuild the Outlook OST cache (hits: 538)
-> reply with article #1 link, or add internal note citing it| Error | Cause | Resolution |
|---|---|---|
| 404 Not found | Unknown category/folder/article ID | Re-list the parent level to confirm IDs |
| 400 Bad request | Missing/empty search term | Provide a non-empty term |
| 403 Forbidden | Folder visibility restricts access | Check folder visibility; the article may be internal |
companies should not be shared more broadly.
each other.
tree within a session to reduce request volume.
signals which articles to keep current.
~30 seconds. Free. No account. Every finding cites a rule and a line of evidence.