FinSecure Compliance

Real-time compliance for regulated support teams on Freshdesk and Freshservice. FinSecure captures agent actions, blocks destructive ticket operations, logs field changes, and integrates Freshdesk click-to-dial — each feature runs on the Freshworks surface where the platform actually fires those events.

---

Why the app is split across surfaces

Freshworks only exposes certain events on certain pages. FinSecure maps each capability to the right placeholder instead of cramming everything into a narrow requester-info strip.

Surface	Product	What it does	Why it exists
Ticket background	Freshdesk, Freshservice	Invisible listener on every ticket page — captures clicks, field changes, and enforces guardrails	Events fire while agents work even if no UI is open
Ticket sidebar	Freshdesk, Freshservice	Per-ticket dashboard — guardrails toggle, readable action log, blocked attempts	Wide panel with room to review one ticket
Compliance Center	Freshdesk, Freshservice	Full-page cross-ticket audit review	Supervisors browse activity across tickets
New ticket sidebar	Freshdesk, Freshservice	SOX change tracker while creating a ticket	Change events only fire on the new-ticket page
CTI dialer	Freshdesk only	Click-to-dial number display	cti.triggerDialer only fires in the CTI global sidebar — not on ticket pages

Why is there a dialer?

The dialer is not part of ticket compliance. Contact-center agents use Freshdesk’s CTI bar (bottom-left phone widget). When they click a phone number anywhere in Freshdesk, the platform emits cti.triggerDialer only to apps in cti_global_sidebar. That event cannot be received from the ticket sidebar or full page — so the dialer is a separate, intentional surface for telephony integration.

---

Features

Always-on capture (ticket background)

Runs silently on every ticket you open:

• Logs replies, forwards, notes, timers, navigation, and property updates
• Logs priority, status, group, assignee, and type changes on the ticket details page
• Blocks close and delete when guardrails are enabled
• Persists everything to the platform key-value store per ticket ID

You do not need to keep the sidebar open for capture to work.

Ticket sidebar — per-ticket dashboard

Open FinSecure Compliance in the ticket sidebar (wider than the old requester-info slot):

• Guardrails — toggle protect close & delete (synced with background enforcement)
• Action log — full-height scrollable list with timestamps
• Blocked attempts — every stopped close/delete on this ticket
• Refresh — pull latest entries from storage

Compliance Center — full page

Open from the Apps menu in the left navigation:

• Table of all tickets with captured activity
• Click a ticket to read its complete audit log
• Feature map explaining where each capability lives

New ticket change tracker

On the new-ticket page sidebar:

• Logs priority, status, group, assignee, and type changes with previous → current values
• HR queue coaching when group assignment may not match policy

CTI dialer (Freshdesk)

In the CTI global sidebar:

• Shows the E.164 number when an agent clicks a phone number or call icon
• Clear control to reset between calls

---

Architecture

Ticket page (always running)
  └── ticket_background     → capture + guardrails → client.db

Ticket page (agent opens sidebar)
  └── ticket_sidebar        → read/write db, guardrails toggle, logs

Apps menu (full page)
  └── full_page_app         → Compliance Center, cross-ticket index

New ticket page
  └── new_ticket_* sidebar  → change-event tracker

Freshdesk CTI bar
  └── cti_global_sidebar    → click-to-dial only

How every feature stays active

Feature	Ensured by
Action audit log	ticket_background registers click + change listeners on every ticket activation
Guardrails	ticket_background intercept handlers read guardrails setting from client.db
Per-ticket review	ticket_sidebar reads the same client.db keys for the open ticket
Cross-ticket review	compliance-center reads the ticket index + per-ticket logs from client.db
New-ticket SOX log	Dedicated new-ticket.html on new-ticket placeholders only
Click-to-dial	Dedicated cti.html on cti_global_sidebar only

---

Setup

git clone https://github.com/freshworks-developers/events-method-samples.git
cd events-method-samples
fdk run

Append ?dev=true to your Freshdesk or Freshservice URL.

Where to test

1. Ticket details → click the FinSecure shield icon in the right sidebar apps list (Freshservice requires this click; Freshdesk loads it with the conversation)
2. Apps menu (left nav) → Compliance Center full page
3. New ticket → change tracker in the new-ticket sidebar
4. CTI dialer (Freshdesk only) → see Using the CTI dialer below

Sidebar size

The ticket sidebar height is expanded automatically to 700px (platform maximum) via client.instance.resize. To widen the panel horizontally, drag the divider between the ticket body and the right sidebar in Freshdesk/Freshservice.

Using the CTI dialer (Freshdesk only)

The dialer is not inside the ticket sidebar. It lives in the CTI global sidebar — the phone widget at the bottom-left of Freshdesk.

1. Run fdk run and open Freshdesk with ?dev=true
2. Find the app/phone icon in the bottom-left corner of the screen
3. Click the icon to open the CTI panel (about 400×400px)
4. Open any ticket and click a phone number or call icon in Contact details
5. The number appears in the FinSecure Dialer panel

This is the only placeholder where Freshdesk fires cti.triggerDialer.

fdk validate
fdk pack

---

Project structure

.
├── manifest.json
├── app/
│   ├── views/
│   │   ├── background.html          # Invisible ticket listener
│   │   ├── ticket-sidebar.html      # Per-ticket dashboard
│   │   ├── compliance-center.html   # Full-page audit review
│   │   ├── new-ticket.html          # New-ticket change tracker
│   │   └── cti.html                 # Freshdesk dialer
│   └── scripts/
│       ├── lib/
│       │   ├── compliance-store.js    # client.db persistence
│       │   └── compliance-events.js   # Event registration
│       ├── background.js
│       ├── ticket-sidebar.js
│       ├── compliance-center.js
│       ├── new-ticket.js
│       └── cti.js
├── README.md
└── USECASE.md

---

Tech stack

• Platform: Freshworks Platform 3.0
• Runtime: Node.js 24.11.0 · FDK 10.1.2
• Storage: client.db key-value (per-ticket logs, guardrails setting, ticket index)
• UI: Crayons v4

---

Resources

• Events method
• Data storage
• USECASE.md