App Installation Count Decreased

App Platform
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1

We developed and published our app on the Freshworks Marketplace last month, and the total installation count was over 35+. However, when we checked this month, the count has reduced to around 20+.

We would like to understand the possible reasons for this sudden decrease in the installation count. Specifically, does uninstalling the app by customers reduce the overall installation numbers shown in the marketplace analytics?

Additionally, are there any other factors (such as trial expirations, app updates, or account deactivations) that could cause the displayed installation count to drop?

2

Hi @vignesh31, yes, the installation count shown in the Marketplace analytics reflects your “Active Installations.”

Because this metric tracks live, active accounts, several factors can cause this number to fluctuate:

  • Uninstalls: If a user manually removes the app, the count decreases immediately.

  • Account Deletions: When a Freshworks account is deleted or deactivated, all installed apps associated with it are removed from the total count.

  • Trial Expirations: For paid apps, if a trial period ends without a conversion to a paid plan, the installation is no longer considered active.

Note: Standard app updates do not decrease your installation count, as the app remains active during the transition to the new version.