What's new?

This section,

• Is a one-stop destination for us to communicate all the feature changes, upgrades, bug-fixes, and new app-building capabilities that we extend to our developers.
• Contains the changelogs of the current month. For older changelogs, see Dev Platform - changelog reference.

All release announcements in this section are tagged with one or more labels. The labels help understand the impact of the changes.

Freddy AI powered app submission process New feature

Freshworks has introduced an enhanced app submission process, powered by Freddy AI, alongside a new Apps Categorization framework. This upgrade aims to improve app discoverability and build trust in the marketplace. The Freshworks Marketplace is also updating its app categories to better align with industry standards and user needs, promoting faster app discovery and adoption for enhanced business success. For more information, see App submission process.

New data methods: The list of data methods using which an app can retrieve product data has been enhanced. The emailconfig method is the new data method using which an app can retrieve product data.

Updated data methods: The following data methods have been updated with new payload attributes.

• loggedInAgent
• conversation

FDK 9.2.0 New feature

Developer app settings

When developing an app, you may need to configure credentials such as tokens, API keys, and so on. Previously, the only way to set such credentials was to hard-code them in the code and pack and submit the app file to publish on the Freshworks marketplace. However, this method of hard-coding credentials raised security concerns and required releasing new app versions to update the credentials.

To resolve such issues and enable effective management of settings, the developer platform supports configuring credentials as variables while submitting the app in the Freshworks Developer portal. The app settings functionality allows you to provide runtime data to the app without hard-coding it in the app code.

To learn more about the app settings functionality, see Developer app settings.

FDK 9.1.3 Minor engineering enhancement

Freshworks CLI enhancements:

• A summary that displays the count of errors or warnings when running the fdk validate command has been added.
• Bugs that caused the CLI to abruptly stop if there were many validation errors and warnings have been fixed.
• Bug fixes have been added to some additional minor issues.

FDK 9.1.2 Minor engineering enhancement

• Key-value storage enhancement: When storing key-value pairs in a data store, the length of the key has been increased from 30 characters to 60 characters, and the combined size of the key and value has increased from 8 KB to 40 KB.

• fdk pack command: The option to skip code coverage when packing the app has been added. To learn more about the option to skip code coverage, see Freshworks CLI > Pack command.

• .report.json file: Checks have been added to verify if the .report.json file, generated after running an app, is modified or deleted during the app packing process. If the file is modified or deleted, an error message is displayed when running the fdk pack command.

Global app GA release Feature enhancement

Previously, platform version 3.0 was in beta. It is now generally available.

If you have an app built for platform version 2.3 and want to migrate it to the platform version 3.0, see the Migration guide for the details.

Request Method enhancement: The request timeout value has been updated to a default of 15 seconds, with other possible values being 20, 25, and 30 seconds. Previously, the default value was 5 seconds, and the maximum value was 10 seconds. The default app execution timeout is 20 seconds. If the request timeout is increased to 20, 25, or 30 seconds, the app execution timeout is extended to 40 seconds.

unpkg CDN: The support for the unpkg CDN has been discontinued for both self-hosted and third-party libraries in frontend apps. Use any alternative CDNs when importing libraries for your frontend apps.

Disable backdrop for modal Doc enhancement

The showModal interface method now supports the option to disable the backdrop. To learn more about this option, see the showModal method section.

FDK installation using HomeBrew and Chocolatey Feature enhancement

Previously, the only method for installing FDK was through NPM. Thus, developers were required to install NVM and a compatible Node.js version on their system.

Developers now have the option to use Homebrew (on macOS and Linux) and Chocolatey (on Windows) for installing the FDK along with the compatible Node.js version using a single command. This command creates a custom folder in the system and installs the necessary Node.js version and FDK in that custom folder.

For information on the steps to install FDK using Homebrew or Chocolatey, see the Install the FDK + CLI section.

OAuth authorization and authentication for Freshworks APIs New feature

With this feature release, Freshworks APIs are accessible through the OAuth framework. Freshworks offers a mechanism to generate the OAuth credentials for your app. The app can use the credentials to request an authorization code, use the authorization code to request an access token, and use the access token to access the REST APIs.

Freshworks and Custom apps built using the FDK (v9.1.0 or above), as well as External apps built using third-party provisions can access the Freshworks APIs through OAuth.

Important:Currently, OAuth authorization and authentication is available only for Freshservice APIs.

We provide the following resources in this document to help you implement an OAuth flow in your app:

• How to implement the OAuth flow in a Freshworks app that intends to access Freshworks resources?
• How to implement the OAuth flow in an External app that intends to access Freshworks resources?
• How to implement the OAuth flow in a Freshworks app that intends to access third-party resources?

Also, we support multi-OAuth configurations using which you can implement the OAuth flow in an app that intends to access,

• Multiple third-party OAuth-secured resources, or
• Third-party OAuth secured resources and Freshworks resources.

New product event: The list of product events to which an app can subscribe and react has been enhanced. The onAgentCustomStatusUpdate is a new product event to which the apps can subscribe.

Platform version 3.0 and FDK 9.1.0 Platform version upgrade

What is new? Well, everything!

With this beta release, we present a new way of building apps. You have an app use case. You have zeroed in on the Freshworks product that can benefit from the use case. Imagine building one app such that it works not just for one of Freshworks products but for all products that have the feature related to the use case. Let us call this app a global app.

How have we facilitated building a global app? We have broken down all Freshworks products into functional units called modules. Through the new platform version, we have provided the capabilities to build an app that extends a module's functionality or extends multiple modules' functionalities.

To meet the evolving customer requirements, Freshworks offers business SKUs. A SKU is a bundling of compatible products. A global app that you build is available across SKUs. After we review and publish your app to our Marketplace, the app can be installed and used with any SKU that has the module(s) that your app works with. The only condition is, as part of the SKU subscription, the app user must have subscribed to a plan that has the product (module) compatible with your app.

We understand that as developers moving from a product landscape to a functional-module landscape you might face difficulties. We aim to make the transition easy through an intuitive FDK experience and comprehensive documentation. Global app concepts might be a good starting point.

This is a beta-release document. In the coming days, we are going to keep our eyes and ears open to get feedback from our beta app developers and update content accordingly. In your journey of building a global app, we hope to bring to you the best developer experience.