Modules and How Things Work

Freshworks products are built around modules — functional areas like Tickets, Contacts, or Deals. Each module represents a business entity with its own data model, UI, and workflows.

Build apps for different modules across products

Each Freshworks product offers different modules based on the SKU (Stock Keeping Unit) or plan tier:

• Modules = Functional areas (e.g., Tickets, Contacts, Knowledge Base)
• SKUs = Product plans (Free, Growth, Pro, Enterprise) that determine which modules are available
• Your app can target specific modules and work across different SKUs

View all modules across products →

Your app displays UI at specific locations called placeholders. Once installed, your app loads within a secure iframe in the Freshworks product interface, where it can interact with product data and display custom functionality.

Common placeholders:

• ticket_sidebar - Shows in ticket detail page
• contact_sidebar - Shows in contact detail page
• full_page_app - Standalone page
• ticket_background - No UI, runs in background

1// Get current ticket data
2client.data.get('ticket').then(function(data) {
3  console.log(data.ticket.subject);
4  console.log(data.ticket.status);
5});

• app.activated - App loaded
• ticket.updated - Ticket changed
• onTicketCreate - New ticket (serverless)

• Show notifications
• Open modals
• Navigate pages
• Call APIs

my-app/
├── manifest.json      # App blueprint (placeholders, features)
├── index.html         # Frontend UI
├── app.js             # Frontend logic
├── iparams.json       # Installation settings (API keys, etc.)
└── server/            # Serverless functions (optional)
    └── server.js

Flow:

1. Agent opens ticket → App loads in ticket_sidebar
2. App reads ticket data via SDK
3. App calls external API with customer email
4. App displays enriched data in UI
5. Agent clicks "Add to Ticket" → App updates ticket

App development process

Explore detailed app development documentation →