platform3-modules-locations

Platform 3.0 Modules and Locations

Module Structure

Platform 3.0 uses a modules structure instead of the legacy product structure:

{
  "platform-version": "3.0",
  "modules": {
    "common": {
      /* Global locations and config */
    },
    "product_module": {
      /* Product-specific locations */
    }
  }
}

Key Rules:

1. ✅ Must include at least ONE product module (even if empty: {})
2. ✅ common module is for global placeholders (full_page_app, cti_global_sidebar)
3. ✅ Product modules define product-specific locations
4. ✅ Must declare requests, functions, and events in manifest

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Freshdesk Modules

Available Modules

• support_ticket - Ticket features
• support_contact - Contact features
• support_company - Company features
• support_agent - Agent features
• support_email - Email features
• support_portal - Portal features

support_ticket Locations

Common Placeholders (in modules.common.location):

• full_page_app - Full-page standalone app
• cti_global_sidebar - Global CTI sidebar

Module Placeholders (in modules.support_ticket.location):

• ticket_sidebar - Ticket details page sidebar
• ticket_requester_info - Requester information section
• ticket_top_navigation - Top navigation bar in ticket
• ticket_background - Background app (no UI, intercept events)
• time_entry_background - Background for time entries
• ticket_attachment - Attachment section
• ticket_conversation_editor - Conversation editor
• new_ticket_requester_info - New ticket requester info
• new_ticket_background - New ticket background

Example: Freshdesk Ticket Sidebar App

{
  "platform-version": "3.0",
  "modules": {
    "common": {
      "location": {
        "full_page_app": {
          "url": "index.html",
          "icon": "styles/images/icon.svg"
        }
      },
      "requests": {
        "externalApi": {}
      },
      "functions": {
        "smiMethod": {}
      }
    },
    "support_ticket": {
      "location": {
        "ticket_sidebar": {
          "url": "ticket_sidebar.html",
          "icon": "styles/images/icon.svg"
        },
        "ticket_background": {
          "url": "ticket_background.html"
        }
      },
      "events": {
        "onTicketCreate": {
          "handler": "onTicketCreateHandler"
        }
      }
    }
  },
  "engines": {
    "node": "24.11.0",
    "fdk": "10.0.1"
  }
}