App submission process

To publish any app to our Marketplace, you can submit the app under one of the following app types. App types determine how an app is available for consumption to app users - publicly displayed, private only to a Freshdesk customer, listed in an external website, and so on.

The app submission process has been upgraded and now features Freddy AI and a new Apps Categorization framework, aiming to improve the app discoverability and build trust in the marketplace. By offering clearer app names and detailed descriptions alongside meaningful categories, the user experience is significantly enhanced, making it easier for customers to find the apps they need, facilitating quicker adoption and faster value realization.

Important: Developers of existing apps are encouraged to use the Freddy AI-assisted submission process to update their apps with new categories and content. This can be done until December 2024. After that, the Freshworks Marketplace will begin automatically migrating all apps to the new categories.

These apps extend the functionalities of Freshdesk and are built using the Freshworks CLI. A Freshworks app is installed from the Freshworks Marketplace. A Freshworks paid app enables you to generate revenue whenever a customer installs your app from the Freshworks Marketplace. For more information, refer to the Charges, Collection, Revenue Share, and Payment sections in Terms of Use. For information on how to submit a Freshworks app or Freshworks paid app, see Freshworks Apps.

These apps address specific customer requirements and are available only to that customer. A custom app is not subject to review; it is available for installation as soon as it is submitted and published. The app submission process for Custom apps includes provisions to test multiple versions of an app in a production environment. After testing, you can choose to publish the most appropriate app version to app users. For information on how to test the app versions and submit a Custom app, see Custom Apps.

These apps use the Freshdesk methods and integrate the Freshdesk functionalities with a third-party product. An External App is listed in the Freshworks Marketplace but is installed from the third-party’s URL. For information on how to submit an External app, see External Apps.