The Scenario
You are a knowledge manager. Your company is launching a major product update in five days. You have a Google Sheet with 60 FAQ entries — column A is article title, column B is the HTML body, column C is the folder name, column D is a comma-separated list of tags. Every entry needs to be published in the Freshdesk knowledge base before the launch.
In Freshdesk, creating a knowledge base article requires navigating to Solutions, selecting a folder, typing or pasting the content, adding tags, and clicking Publish. One at a time.
The bad version of this week:
- You create article 1, paste the title, paste the HTML, find the folder, add the tags, hit Publish
- You create article 2
- You get to article 15 and realize you have been publishing to the wrong folder for the last four
- You fix them manually
- You publish the last article at 11 PM the night before launch, exhausted.
The fast version is one prompt.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent inside your spreadsheet that reads your FAQ sheet and publishes every article to Freshdesk in one pass.
Open the SheetXAI sidebar and type:
Create a Freshdesk solution article for every row in this sheet using column A for title, column B for HTML body, and column C for folder name. Apply the tags from column D to each article. Publish all articles with status "published". Write the returned article ID into column E for each row.
SheetXAI works through all 60 rows, creates each article in the correct folder with the correct tags, and writes the returned article ID into column E. You can verify every publication with the ID.
What You Get
60 Freshdesk knowledge base articles, each:
- Published — status "published," visible to customers
- In the correct folder — matched to column C
- Tagged correctly — each tag from column D applied
- ID written back into column E — so you can audit the result
The ID write-back is what makes the audit fast. If any article ID is blank in column E, that row did not publish. You know exactly which ones to check, not an approximate number from a summary screen.
What If the Data Is Not Quite Ready
Pre-launch FAQ sheets are assembled by multiple people and are rarely consistent.
When folder names in column C do not exactly match Freshdesk folder names
The sheet has "Getting Started" but the Freshdesk folder is named "Get Started." The API will reject it.
Before creating articles, check each folder name in column C against the list of existing Freshdesk solution folders. If a folder name does not match exactly, find the closest match and confirm in column F what folder name will be used. Then create the articles using the confirmed folder names and write the article ID into column E.
When HTML bodies in column B have inline styles that need to be stripped
The HTML was exported from a word processor and has inline font styles that do not render well in Freshdesk.
Strip all inline
style=attributes from the HTML in column B before creating the articles. Leave all structural HTML tags intact. Then create a Freshdesk solution article for each row using the cleaned HTML, column A for title, column C for folder, and column D for tags. Publish all and write the article ID into column E.
When some articles should be drafts instead of published
A few articles in the sheet are marked "draft" in column E because they are pending legal review.
For rows where column E says "draft", create the Freshdesk solution article with status "draft". For all other rows, publish with status "published". Write the returned article ID into column F for every row.
When the sheet is a raw export from a different knowledge base tool and needs reformatting plus publishing in one shot
The content is in plain text, not HTML, folder names are in an old taxonomy, and tags are missing entirely.
Convert the plain text in column B to clean HTML paragraphs. Map the old folder names in column C to the new Freshdesk folder names using this mapping: "Setup" → "Getting Started", "Troubleshoot" → "Troubleshooting", "Billing" → "Account and Billing". Add the tag "migrated-content" to every article. Then create each Freshdesk solution article, publish it, and write the returned article ID into column D.
The pattern: cleanup and publication in one prompt. SheetXAI applies the transformation before calling the Freshdesk API, so you are not making two passes through a 60-row sheet.
Try It
Get the 7-day free trial of SheetXAI and point it at any FAQ sheet ready for Freshdesk. The Freshdesk integration is included in every SheetXAI plan. See also how to bulk-create canned responses from a sheet or the Freshdesk in Google Sheets overview.