Freshservice supports two types of product: Freshservice (for IT & Business Teams) and Freshservice for MSPs. You can develop a global app for both these products.
This document provides a brief overview of these products and highlights the key differences in their terminology.
Overview
Freshservice (for IT & Business Teams) – A cloud-based IT Service Management (ITSM) solution that helps IT and Business teams to streamline service delivery within their own organization, with focus on user experience and employee satisfaction.
Freshservice for MSPs – A purpose-built offering of Freshservice designed specifically for Managed Service Providers (MSPs) to manage service delivery across multiple external clients.
Important:Developing apps for the Freshservice for MSPs product is currently supported only for the service_ticket and service_user modules.
Key differences in terminology
Freshservice for MSPs use slightly different terminology to represent similar concepts. The table below outlines these distinctions.
| Term used in Freshservice | Term used in Freshservice for MSPs | Description |
|---|---|---|
| Requester | Contact | Requester refers to employees of an organization who raise IT issues. In Freshservice for MSPs, these are Contacts—employees of the MSP’s client organizations who raised service requests |
| Workspace | Client | In Freshservice, a Workspace represents a separate area for different departments (e.g., IT, HR). In Freshservice for MSPs, this is referred to as a Client. The underlying attribute for a client remains as workspace_id. |
Frequently Asked Questions
Q: Which modules can I use to build an app for the Freshservice for MSPs product?
A: Currently, app development for the Freshservice for MSPs product is supported only with the service_ticket and service_user modules.
Q: How will I know which placeholders, data method, events method, interface method, and product events are applicable when developing an app for a Freshservice for MSPs product?
A: Throughout the documentation, you’ll find labels such as Freshservice and Freshservice for MSPs next to method names, indicating their availability for the respective products.
Q: I’ve developed a global app using modules like service_ticket and support_ticket, and I want to publish it only on Freshdesk and Freshservice for MSPs products — not on the Freshservice (for IT & Business Teams) product. How can I do that?
A: During app submission, when you upload the zipped app file, the platform automatically detects if your app contains modules supported by Freshservice for MSPs. If it does, you’ll be given the option to choose the products you want to publish the app on — for example, Freshservice, Freshservice for MSPs, or Both.
Q: I have already published my global app that uses the service_ticket module. How can I make it available for the Freshservice MSPs product as well?
A: You can make your app available for the Freshservice MSPs product when submitting a new version of the app. When you upload a new version of your app, the platform will automatically detect if it includes modules supported by Freshservice for MSPs also. If it does, you will be given the option to extend the app to Freshservice for MSPs as well by selecting the Both option.