Freshworks Apps

Note: Before submitting an app in the Developer portal, to facilitate quick review and publishing, ensure that the app meets the content and coding guidelines.

To submit a Freshworks app:

  1. Log in to your Freshdesk account and from the left navigation pane, navigate to Admin > Support Operations > Apps. The Apps gallery is displayed.

  2. Click Go to Developer Portal. The My Apps page is displayed.

  3. Click Let’s Build. The Create a new app page is displayed.

  4. In the What’s your app’s name? field, enter a meaningful name comprising two or three words.

  5. From What type of app is this?, select Freshworks App.

  6. In the Freshworks App section, click Upload app file, select the packed app file, and click Open. The packed app file is uploaded. To replace the app file, click Replace App File.

    Note: A paid app enables you to generate revenue whenever a customer installs your app from the Freshworks Marketplace. For more information, refer to the CHARGES, PAYMENT OF REVENUE SHARE AND RELATED TERMS section in Terms of Use.

  7. To submit the app as a paid app, in the Freshworks App section, select Mark as paid app.

    Note: After you submit an app as a paid app, you cannot modify the app to be a free app. To make the app available as a free app, resubmit the app as a Freshworks App with a different app name.

  8. Click Proceed. A page for entering the app details is displayed. In the details panel on the left, the following values are auto-populated:

    • The app’s name with the app status as Draft.
    • Built for
    • App type
    • Last updated
    • Code File: To replace the app file, click Replace and upload a new app file.
    Notes:
    • In the main section of the page, the Supported Product field is auto-populated as Freshdesk.
    • If you submit the app as a paid app, in the main section of the page, a section to enter the pricing details is displayed.

  9. In the pricing details section, provide appropriate information by using the following fields:

    FIELD DESCRIPTION
    Set Pricing Method
    Mandatory
    Select a pricing plan based on which Freshdesk customers are charged to use the app:
    1. Agent Per Month: Customers are charged the price specified in the Set Price field, for every agent using the app.
    2. Account Per Month: Each unique customer account is charged a fixed price specified in the Set Price field, irrespective of the number of agents using the app.
    Set Price
    Mandatory
    Enter a price for app usage.
    Note: Ensure to enter values in all supported currencies such as AUD, BRL, EUR, GBP, INR, USD, and ZAR.

  10. Under the App information tab, click Upload App icon, and upload an icon to represent the app. Ensure that the logo meets the following requirements.

    • Image format is PNG.
    • Logo background is transparent.
    • Aspect ratio is 1:1.
    • Minimum resolution is 400 x 400 pixels.

  11. Provide appropriate information by using the following fields.

    FIELD DESCRIPTION
    App Name
    Mandatory
    Enter a name for the app, comprising two to three words.
    App Overview
    Mandatory
    Enter an introduction to the app, not exceeding 100 characters.
    Short Description Enter a brief description of the app’s functionality and features.
    App Description
    Mandatory
    Enter a description stating the value that the app imparts to Freshdesk. Mention any specific use case necessary to support the value proposition.
    Instructions When the app is installed, if specific user actions are required, enter the instructions as a sequential list.
    Video Link
    Mandatory if the app is to be listed as a featured app.
    Enter the URL to the YouTube or Vimeo video that explains the app’s use case. The URL should be in the following format:
    1. YouTube link - https://youtu.be/VIDEO_ID
    2. Vimeo link - https://player.vimeo.com/video/VIDEO_ID
    For more information on the guidelines, see Video guidelines.
    App Screenshots
    Mandatory
    Upload screenshots to illustrate how the app works. Capture different states and process flows to give users a better insight into the app. You can upload a maximum of five screenshots.
    Ensure that the screenshots meet the following requirements.
    • Image format is PNG or JPG.
    • Minimum resolution is 1600 x 1000 pixels.
    App Category
    Mandatory
    Select the appropriate category to help users filter and find the app in the Marketplace gallery. You can select a maximum of two categories.
    App Specification / Demo Video Enter the URL to the app’s specification document or demo video.
    Support Email
    Mandatory
    Enter the email address that users can use to contact you in case of any queries regarding the app.
    Support URL
    Mandatory
    Enter the URL to any location where users can find more information about the app.
    Alternate Email
    Mandatory
    Enter the email address that Freshworks can use to contact you, when the app is under review.
    Privacy policy URL
    Mandatory
    Enter the URL to the app’s privacy policy that clearly states the mechanism followed by the app when handling user information.
    Terms of Service URL Enter the URL to the Terms of Service/Use that apply to the app user, when using the app.

  12. To specify the app information in a language other than English (default language), navigate to the Multi-language setup tab and click Add multiple languages. A list of languages is displayed. Select the languages in which you want to specify app information and click Add. Sections corresponding to the languages are added. Navigate to each language section and in the fields displayed, enter the appropriate values.

  13. To save the app details, click Save.

  14. Click Save and Publish, to submit the app for the approval process.

After the app is reviewed and approved, it is published to the Freshworks Marketplace.