Please refer to the following FAQs to understand more about integrations for Freshdesk and specific details regarding legal, GDPR, app vendor information, app usage, installation, uninstall, roadmap, pricing, etc.
Q. I installed an app from the Freshworks Marketplace that is not working as expected. Who should I reach out to for help?
Ans. You can reach out to the app developer if the app does not behave as expected. The contact e-mail ID for the app developer can be found in the Help and Support section for the app on the app details page.
Q. How can I differentiate between apps built by Freshworks vs those built by third-party vendors on the Marketplace?
Ans. The app developer's name is specified under the App Info section on the app details page. An app built by Freshworks would read Published by Freshworks.
Q. Do our apps retain their configurations if we upgrade to a new subscription plan or migrate?
Ans. Whether an app works in a new subscription plan or after a migration, would depend on implementation details best understood by the app vendor. You may have to connect with the app vendor to learn whether your changes are supported. The contact e-mail ID for the app developer can be found in the Help and Support section for the app on the app details page.
Q. Do we have adequate security testing done for all 3rd party developed apps?
Ans. All the apps published on the Freshworks Marketplace have gone through code, content, and security review phases conducted by a dedicated app review team. The details for this can be found here - publishing guidelines.
Legal, GDPR, and Personal Data Privacy
Q. My business operates in the EU/EEA. Is this app compliant with GDPR guidelines?
Ans. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app details page.
Q. What kind of personal data is used/stored/processed in the app? Where will this data be stored?
Ans. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app page.
Q. What Terms & Conditions am I agreeing to if I install and use the app?
Ans. Each app details page hyperlinks to two separate terms and conditions - The first document is the Freshworks Marketplace User Agreement which governs your access and use of our marketplace site and the second document is the Terms of use document. The app vendor publishes the Terms of use document. It governs your subscription and usage of the applicable app and is unique to each app.
Q. When I uninstall the app, is the user’s personal data deleted? How long does it take for this data to be deleted?
Ans. Apps usually store data within the Freshworks platform. Freshworks will delete all data associated with an app after the app is uninstalled. The design of an app may require the app developer to store data outside the platform. To understand if your app requires clean-up outside the platform, we request you contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app details page.
Q. What kind of data is shared with 3rd parties when I use an app if any?
Ans. The data shared by apps differ from app to app. Please contact the app developer of the particular app you are interested in. The contact e-mail ID for the app developer can be found in the Help and Support section on the app details page.
Q. What is the relationship between Freshworks and the App Vendor?
Ans. A vendor on the Freshworks Marketplace is an independent third party allowed to bring solutions for Freshworks users. The relationship that Freshworks and App Vendor hold is based on the developer's terms of use. Third-party app vendors are not affiliated with or acting on behalf of Freshworks or its subsidiaries.
Q. Who bears the responsibility for an app on the Marketplace?
Ans. Except for apps Published by Freshworks, the 3rd party app vendor will bear sole responsibility for an app on the marketplace. Please refer to the “Terms of Use” link on the app details page to understand the conditions for usage of the relevant app.
App Vendor Contact Information
Q. How can I contact App developers?
Ans. The contact e-mail ID for the app developer can be found in the Help and Support section on the app details page.
Q. How do I reach out to the Freshworks support team?
Ans. For questions related to the app, please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app details page.
For questions related to the Freshworks Marketplace or a particular Freshworks product, you can reach out to us via our Support page.
App installation
Q. Do you offer implementation services for this app?
Ans. Freshworks doesn’t offer implementation support. But you can reach out to our list of partners here for your request.
Q. Are there any prerequisites to installing and using an app?
Ans. If it is an integration app, you may need to have a free or paid plan for all the products that are being integrated. Freshworks will not have information on the same. App vendors often include such information in the app description and/or installation instructions. If you require more details, we recommend contacting the app developer or reaching out to the respective product support teams outside Freshworks.
App usage
Q. Does this app work offline?
Ans. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app details page.
Q. Do I need to pay to use the app after installation?
Ans. For a paid app, the cost of subscription and payment plan is specified on the app page as well as when you install the app. For a free app, there’s no need to pay to use it.
Q. Why am I redirected to the external website in order to use the app?
Ans. For apps that are not hosted on the Freshworks platform, you may be redirected to the app vendor’s external website for the purpose of installing and/or using the app. These apps clearly say “Visit Site to Install” instead of “Install” on the app details page.
App uninstall
Q. Can I reinstall an app after it has been uninstalled?
Ans. Yes, an app can be re-installed after uninstallation. However, the data created by the app may be lost during uninstallation and may not be recovered by reinstalling.
Q. How do I uninstall an app?
Ans. To uninstall any marketplace app, follow the steps below. Log in to your Freshdesk helpdesk. Navigate to Admin > Support Operations > Apps > Manage apps. Select the app you wish to uninstall. Click Settings dropdown and select Uninstall App. The app will be uninstalled from your helpdesk. If there are any issues with uninstallation, reachout to our support.
Language support
Q. Is a particular app available in a particular language? Will it support that language in the future?
Ans. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app details page.
App Roadmap
Q. Can you share the upcoming features being released in the next 6 months?
Ans. The feature roadmap for each app is decided by the app vendor themselves. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app page.
Q. This app works with Freshdesk for now. Will this app support other Freshworks products in the future?
Ans. The feature roadmap for each app is decided by the app vendor themselves. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app page.
Pricing
Q. How do I pay for an app?
Ans. For a paid app, the subscription charges are deducted as per the billing cycle. We support automatic billing along with your existing product subscription.
Q. Is this available as an add-on with my Freshworks subscription?
Ans. No, apps need to be subscribed to separately. App subscriptions are not a part of product add-on subscriptions.
Miscellaneous
Q. Is this app a Freshworks product?
Ans. Freshworks Marketplace supports apps built by Freshworks as well as 3rd party app vendors. The name of the app developer is specified under the App Info section. An app built by Freshworks would read Published by Freshworks.
Q. Are there any important differences between apps that are verified by Freshworks compared to those Published by Freshworks?
Ans. A “Verified by Freshworks” tag next to the app name certifies that this app has been reviewed by Freshworks and found to comply with our Marketplace publishing guidelines. This tag applies to all apps that complete the verification process, irrespective of the publisher.
Published by Freshworks - Under the App Info section, the app developer's name is specified. An app built by Freshworks would read Published by Freshworks.
Q. Where can I find clear data privacy practices for the app?
Ans. App vendors may publish a link to the privacy policy associated with their app on the app details page. Please contact the app developer if the vendor does not publish a link to their privacy policy. The contact e-mail ID for the app developer can be found in the Help and Support section on the app page.
Q. How do I get access, modify permissions or request for the erasure of personal data or business data?
Ans. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app page.
Q. What options do I have for data transfers?
Ans. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app page.
Q. Where can I see terms about data processing?
Ans. Please contact the app developer. The contact e-mail ID for the app developer can be found in the Help and Support section on the app page.
Q. For an app published on the marketplace, is the app vendor required to provide support?
Ans. The app vendor is expected to provide a certain level of support for their published app. Please go through the Marketplace User Terms for more details on the same.
Q. What additional checks are performed on service reliability, especially for scale users of the app?
Ans. Currently, the app review process consists of the required security checks and ensuring that the app serves its intended purpose. Checks on service reliability or scalability aren’t covered by app review yet.
