TABLE OF CONTENTS

• Freshservice and Freshservice for Business Teams
• Freshservice for MSPs
• Summary Comparison

In Freshservice, how you install an app determines who can view the app, the data access the app has, and the number of unique configurations you can maintain. This article explains the two primary installation types across our different product offerings.

Freshservice and Freshservice for Business Teams

In environments with multiple business departments (e.g. IT, HR or Facilities), you can choose to install apps in one of the following ways:

Note: By default, apps are designed for account-level installation. You will see the option to Install for specific workspaces only for apps that have been updated by their developers to support this new feature.

Account-Wide Installation

• Business Rationale: Best for utility tools that provide a standardized experience across the whole company, such as a global company holiday calendar or a corporate-wide notification banner.

• How it works: A single app instance is installed for the entire account.

• Data Access: The app has access to events across all workspaces.

• Visibility: If the app has a User Interface (UI), it is visible to all agents in the account.

• Example Case: A Global Theme Customizer that applies the same branding to every department's portal.

Per Workspace Installation

• Business Rationale: Use this when access restriction and data privacy are required between departments. HR may not want the IT team to see sensitive employee data within a shared app, and vice versa.

• How it works: You install one or more instances of the app specifically for chosen workspaces.

• Data Access: Each instance only has access to the events of its assigned workspace.

• Visibility: UI elements are only visible to agents who have access to that specific workspace.

• Example Case: An HR Document Management App that is installed exclusively for the HR workspace, keeping employee records invisible to the broader IT or Facilities teams.

Freshservice for MSPs

For Managed Service Providers (MSPs), installation types are designed to help you manage multiple clients within a single Freshservice instance while maintaining strict data silos.

Note: By default, apps are designed for account-level installation. You will see the option to Install for specific clients only for apps that have been updated by their developers to support this new feature.

Account-Wide Installation

• Business Rationale: Ideal for internal MSP tools used by the MSP Admin to monitor the health of all clients simultaneously.

• How it works: A single app instance is installed at the top level.

• Data Access: The app can "see" and process events from all clients.

• Visibility: The UI is visible to every agent authorized in the MSP account.

• Example Case: A Master Analytics Dashboard that aggregates ticket volumes from every client into a single view for MSP leadership.

Per Client Installation

• Business Rationale: Essential for maintaining client-specific configurations. Updates or settings changed for Client A will never affect the app instance running for Client B.

• How it works: You install separate instances of the app for Client A, Client B, etc.

• Data Access: Each instance is sandboxed; it only accesses the data and events of the specific client it was installed for.

• Visibility: Only agents assigned to manage that specific client will see the app UI.

• Example Case: A Third-Party Integration App where Client A requires a connection to their specific external database, while Client B requires a connection to a completely different server.
  

Summary Comparison