TechServe Data Storage

Platform 3.0 sample for Freshdesk and Freshservice ticket sidebars. Demonstrates frontend key-value storage, entity store (Custom Objects), and serverless $db APIs for TechServe Global's agent sticky notes and advanced storage patterns.

Platform: 3.0 · FDK: 10.1.2 · Node: 24.11.0 · UI: Crayons v4

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Features

Tab	APIs demonstrated
Notes	client.db.set, client.db.get, client.db.delete, composite keys (agentId:ticketId), showNotify
Advanced Storage	client.db.update (increment/append/set), client.db.set with ttl and setIf, client.db.entity, SMI $db.set/get/update/delete

Notes tab

Private per-agent sticky notes on the current ticket. Keys use agentId:ticketId. Loads on app.activated; handles 404 gracefully on first open.

Advanced Storage tab

• Update — increment a view counter, append tags, set a status field on one KV record
• TTL — store an ephemeral draft with a configurable expiry
• setIf — conditional create (not_exist) and update (exist) patterns
• Entity store — ticket_notes schema in config/entities.json; create/load coaching records
• Serverless — same KV operations from server/server.js via client.request.invoke

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Architecture

Ticket sidebar (Freshdesk + Freshservice)
  └── views/ticket-sidebar.html
        ├── Notes tab          → client.db (sticky notes)
        └── Advanced tab       → client.db.update / ttl / setIf / entity
                                 → client.request.invoke → server/server.js ($db.*)

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Products & modules

Module	Product	Location
support_ticket	Freshdesk	ticket_sidebar
service_ticket	Freshservice	ticket_sidebar

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Setup

git clone https://github.com/freshworks-developers/data-storage-samples.git
cd data-storage-samples
fdk run

Open a ticket in Freshdesk or Freshservice with ?dev=true in the URL. Use the Notes tab for sticky notes; use Advanced Storage for KV update, TTL, setIf, entity, and serverless demos.

fdk validate
fdk pack

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Project structure

.
├── manifest.json
├── config/
│   ├── entities.json       # ticket_notes entity schema
│   └── iparams.json
├── app/
│   ├── views/ticket-sidebar.html
│   ├── scripts/ticket-sidebar.js
│   └── styles/
├── server/server.js          # $db.* handlers
├── README.md
└── USECASE.md

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Tech stack

• Platform: Freshworks Platform 3.0
• Runtime: Node.js 24.11.0 · FDK 10.1.2
• Storage: client.db key-value + entity store; serverless $db
• UI: Crayons v4

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Resources

• Key-value storage
• Entity store
• Serverless data store
• USECASE.md