Freshdesk app for TechCorp Solutions that surfaces B2B customer health scores in the ticket sidebar and full-page app using Platform 3.0 instance methods.

TechCorp CSMs need account health tiers visible while working tickets. This app demonstrates parent/child instance coordination — modal health reviews, dialog escalation notes, and cross-instance messaging. See usecase.md for the full TechCorp operational scenarios.

1. Health tier badge — Healthy / At Risk / Critical in the ticket sidebar
2. Modal workflow — update assessment and notify the parent via instance.send
3. Dialog escalation — quick notes through showDialog
4. Instance coordination — instance.resize, context, and receive for multi-instance messaging

• Health tier badge (Healthy / At Risk / Critical) in the ticket sidebar
• Modal workflow to update assessment and notify the parent instance via instance.send
• Dialog for quick escalation notes
• instance.resize, context, and receive for multi-instance coordination

client.instance.resize({ height: '400px' });
client.instance.receive(function (event) { /* healthTier update */ });
childClient.instance.send({ message: { healthTier, notes } });
childClient.instance.close();

client.interface.trigger('showModal', { template: 'modal.html', data: {...} }) opens the health review form. showDialog demonstrates a lighter escalation surface.

One codebase deploys across support_ticket, service_ticket, sales_account, chat_conversation, and common.full_page_app.

The app uses Freshworks Crayons v4 design system:

Placements: full_page_app, ticket_sidebar (support + service), sales_account_entity_menu, conversation_user_info.

instance-method-samples/
├── app/
│   ├── index.html              # Parent — badge + modal/dialog triggers
│   ├── modal.html              # Child — health form + instance.send
│   ├── scripts/app.js
│   └── styles/
├── config/
│   └── iparams.json            # Empty — no install params required
├── manifest.json
├── usecase.md
└── README.md

• Freshworks CLI (FDK) v10.1.2 or later
• Node.js v24.x
• A Freshdesk trial account (Freshservice / Freshsales / chat surfaces optional)

Enable global apps before local development:

fdk config set global_apps.enabled true

1. Install the app on your Freshdesk account.
2. No installation parameters required (config/iparams.json is empty).
3. Run locally:

   fdk validate
   fdk run

4. Open a ticket with ?dev=true and use Open health review to test modal messaging.

1. Parent load — On app.activated, call instance.resize and subscribe to instance.receive.
2. Show modal — client.interface.trigger('showModal', { template: 'modal.html', data: {...} }).
3. Child submit — Child calls instance.send({ message: { healthTier, notes } }) then instance.close().
4. Parent update — receive handler reads healthTier and updates the Crayons label.

• Platform 3.0
• Node 24.11.1 · FDK 10.1.2

fdk validate

Reset local state when re-testing instance messaging:

rm .fdk/store.sqlite
fdk run

1. Child closes itself — call instance.close() after instance.send so the parent regains focus.
2. Subscribe on activate — register instance.receive inside instance.context() so the handler knows its instance ID.
3. Modal vs dialog — showModal for full forms; showDialog for lightweight prompts sharing the same template.
4. Resize both instances — parent sidebar and child modal may need separate instance.resize calls.

• Instance methods
• Interface methods — showModal / showDialog
• App locations

See usecase.md for industry scenarios.