Freshworks Paid Apps Use case repository

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Freshworks provides unique opportunities for developers to build innovative solutions to customer problems. With free trial accounts, SDK, app templates and sample apps developers can publish apps and earn revenue

As part of our efforts to improve the developer experience and provide more revenue streams, we are pleased to share the list of popular use cases that our customers are looking forward to. Here is The Freshworks Paid Apps Program - Use case repository. You can choose the use case from it, provide solution as a paid app and starting earning revenue.

Additional use cases

Hubspot

Product: Freshdesk/Freshservice/Freshchat/Freshsales
App location: ticket details page
Iparams: Configure API key
Auth: API key

Functionality:

  1. When a contact is created in Freshdesk, create a contact with the same details in HubSpot.
  2. When a contact is updated in Freshdesk, update the respective contact’s details in HubSpot.
  3. The app shows contact and attached company details from HubSpot.
  4. Register a webhook to HubSpot and listen to the external event from the Webhook. When a contact is created or updated in HubSpot, do the same on Freshdesk via API.
  5. Create a lead in HubSpot from the app.
  6. See the additional context about the customer in the app.

Account Setup

  1. Sign up for HubSpot
  2. Create a Private App to get a secret key - https://developers.hubspot.com/docs/api/private-apps#make-api-calls-with-your-app-s-access-token
  3. Make an API via cURL or Postman to check the get contact list API - https://api.hubapi.com/crm/v3/objects/contacts
  4. Contacts API docs - https://developers.hubspot.com/docs/api/crm/contacts

BigCommerce

Product: Freshdesk/Freshservice/Freshchat/Freshsales
App location: ticket details page
Iparams: Use for BigCommerce personal token if it is used instead of OAuth.
Auth: Use BigCommerce Personal token or OAuth for credentials. Use OAuth iparams to get BigCommerce store details and client id and secret for the store.

Functionality:

  1. Show a button to get the list of orders
  2. Show the list of recent orders of the customer in a table with only a few necessary details like the order number, items, total prize, and order status. The ticket requester or the contact is the customer; take it implicitly using data methods.
  3. Have action buttons choose an item and either fulfill, refund, or cancel the order.
  4. Action buttons should be actionable.
  5. Option to create a new order by filling in some details on a modal opened and manually filling in the details.
  6. The refund alone should not happen immediately, and it should be scheduled to happen at the following midnight.

Account setup

  1. Apply to be a technology partner to get access to the partner portal.
  2. Log in to the partner portal.
  3. Create a store and create manual orders.
  4. Get a list of orders API - Orders | BigCommerce Dev Center

Shopify

Product: Freshdesk/Freshservice/Freshchat/Freshsales
App location: ticket details page
Iparams: Use for Shopify personal token if it is used instead of OAuth.
Auth: Use Shopify Personal token or OAuth for credentials. Use OAuth iparams to get Shopify store details and client id and secret for the store.

Functionality:

  1. Show a button to get the list of orders
  2. Show the list of recent orders of the customer in a table with only a few necessary details like the order number, items, total prize, and order status. The ticket requester or the contact is the customer; take it implicitly using data methods.
  3. Have action buttons choose an item and either fulfill, refund, or cancel the order.
  4. Action buttons should be actionable.
  5. Option to create a new order by filling in some details on a modal opened and manually filling in the details.
  6. For refund alone, the refund should not happen immediately and should be scheduled for the following midnight.

GitHub

Product: Freshdesk/Freshservice
App location: ticket details page
Iparams: Configure org/user name, and repo name in installation parameters
Auth: Use GitHub OAuth for credentials

Functionality:

  1. Show a button to create an issue for the current ticket. Edit the prefilled details if required before submitting.
  2. Show the created issue details if already present. Use key-value storage to store the ticket mapping and issue when creating a GitHub issue.
  3. When a ticket is resolved or closed, listen to the onTicketUpdate event, and close the issue in the GitHub repo via API.
  4. Register webhook in GitHub via API to listen to events about issue updates.
  5. When the GitHub issue is closed first, listen to the onExternalEvent and close the ticket in Freshdesk/service through API.
  6. Show the GitHub issue detail even after closing the issue as well. Only one issue can be created per ticket.

GitLab

Product: Freshdesk/Freshservice
App location: ticket details page
Iparams: Configure org/user name, and repo name in installation parameters
Auth: Use GitLab OAuth for credentials.

Functionality:

  1. Show a button to create an issue for the current ticket. Edit the prefilled details if required before submitting.
  2. Show the created issue details if already present. Use key-value storage to store the ticket mapping and issue when creating a GitLab issue.
  3. When a ticket is resolved or closed, listen to the onTicketUpdate event, and close the issue in the GitLab repo via API.
  4. Register webhook in GitLab via API to listen to events about issue updates.
  5. When the GitLab issue is closed first, listen to the onExternalEvent and close the ticket in Freshdesk/service through API.
  6. Show the GitLab issue detail even after closing the issue as well. Only one issue can be created per ticket.

Trello

Product: Freshdesk/Freshservice
App location: ticket details page
Iparams: Configure Trello board details in installation parameters
Auth: Use Trello OAuth for credentials

Functionality:

  1. Show a button to create a card for the current ticket. Edit the prefilled details if required before submitting.
  2. Show the created card details if already present.
  3. Use key-value storage to store the mapping of the ticket and Trello card when creating one.
  4. When a ticket is resolved or closed, listen to the onTicketUpdate event, and change the Trello card status accordingly as well via API.
  5. Register webhook in Trello via API to listen to events about card status updates.
  6. When the Trello card status is changed first to close, listen to the onExternalEvent and close the ticket in Freshdesk/service through API.
  7. Show the Trello card detail even after closing it. Only one Trello card can be created per ticket. 8. Delete the Trello webhook mapping when the app is uninstalled.

RemindLater

Product: Freshdesk/Freshservice
App location: Ticket Sidebar
Iparams: Configure Freshdesk/Freshservice domain and API key
Auth: Use API key

Functionality:

  1. Reopen the ticket after a set time interval.
  2. The app can only schedule to reopen the current ticket the app is opened on.
  3. The app can schedule to reopen a ticket after some minutes, hours, and days. The min is 5 mins, and max is 28 days.
  4. When a ticket is scheduled to reopen, the app will move the ticket status from open to pending. The already pending ticket can be postponed. Other status tickets will have to throw an error.
  5. An optional note can be passed while reopening the ticket to be posted as a private note to remind something.

Bitly

Create a short link for the longer link via the API
Product: Freshdesk/Freshservice/Freshchat/Freshsales
App location: ticket details page, sidebar placeholder
Iparams: Configure API token for Bitly
Auth: API token

Functionality:

  1. Accept the Bitly API token from the installation parameters.
  2. Show the list of short links created in the app. Show a button to create a new short link.
  3. Get the longer link and create a short link via API. Show the short link immediately in the app.
  4. Add the short link created and the long link to the key-value storage. Set a number of links to be stored so that the 8 KB limit of a key value is not breached.

OpenWeatherMap

Show weather forecast for 7 days.

Product: Freshdesk/Freshservice/Freshchat/Freshsales
App location: ticket details page
Iparams: Configure API key for OpenWeatherMap Auth: API key

Functionality:

  1. Accept the API key for OpenWeatherMap from Installation Parameters.
  2. Show an input and button to choose a city and submit.
  3. Show the weather forecast for the given city for the next 7 days from today.
  4. Store the weather forecast in the key-value storage for the given city and day to bring it from the storage if the same is searched again.