App Content Guidelines

All apps need to have a clear problem statement and solution provided for the app to perfectly communicate the value to end users. Apps go through a stringent content review process where they are vetted for authenticity, correctness, writing style and technical depth.

The External apps get published after this, while the apps built on SDK are then put through the Code, QA, Security, and Compliance reviews.

Here are a broad set of guidelines to be followed while writing the content that is to be given along with the app for publishing.

If the app does not meet the below mentioned guidelines, it may not pass our content review standards and will be rejected and sent back for resubmission.

App Name

The App Name should simply explain what the app/product is called. A two to three-word functionality can be added at best, but no more.

Example 1: "Name of your app"
Example 2: "Name of your app - Functionality"
For functionality, do not provide more than 3 words.
If the app is developed by a company not owning the product, refrain from plugging your company name into the title.

Any links to your company if you are a system integrator can be done at the bottom in the description field.


The Overview is the most critical text amongst all the content that a customer reads. The overview gives an opportunity to give a teaser about the app so that customers are intrigued to read more about the app in the description.

It is recommended to explain the integration and not the product. Customers looking for apps are Freshdesk users or users of other Freshworks products. Hence, explain how the integration works and not how the app works as a standalone product.

The correct way to write the overview is to provide the value of the integration and the problem it solves as shown below::

The following example shows the incorrect way of writing the overview as it only describes the product:


The Description is a detailed explanation of your app’s functionality and features. You need to:

  • Describe the functionality of the app.
  • Focus on what problems customers can solve using the key features of the app.
  • Explain all key features in detail.
  • Bring out business benefits that these features contribute to.

1. Do not repeat the content in the overview here.
2. Any links to the company, explainer videos, and other links for discounts, etc., can be included at the bottom of the description.


The Instructions is the most important field for end users to start using your app once they are convinced after reading your overview and description. Ensure that you adhere to the following:

For External Apps

  • Give clear straightforward steps.
  • Provide the link to the page(your redirect page) where they can find more information about your app.
  • Breakdown complex steps into multiple simple steps.
  • If your procedure involves API keys or Passcodes, mention where they can be obtained in Freshdesk or in other products.
  • Describe every step in detail not just until the setup, but until the app functions.

For Freshdesk Apps(Built on Freshdesk SDK)

  • Freshdesk apps are one click to install apps, but they still need instructions.
  • Adding an API key from a third party solution, or typing your Freshdesk account URL is still an instruction.
  • Make sure you mention whether they can, and if yes, how they can change settings later as well.

App Icon and Screenshots

Ensure that your app icon and screenshots adhere to the following:

  • The App Icon should be HD and 1:1 size with 400x400 pixels ONLY.
  • Screenshots should clearly show the functionality of the app.
  • Do not upload images where the functionality is in a corn ser of the screen where it is barely noticeable.
  • Even if the button is really small on a large screen, use the magnifying glass method to show the buttons clearly.
  • Annotations - Screenshots are best submitted with annotations that explain the functionalities. Standalone screenshots may be sent back for review unless there is a clear focus on the app functionality. The annotations should mention what is happening in the screenshot.The below screenshot clearly shows how the app rests inside Freshdesk, where the buttons are and how the functionality works.