TechCorp Solutions is a B2B SaaS company using Freshdesk to manage enterprise customer success. Each account has a rolling customer health score derived from product usage, support volume, and renewal risk. CSMs need that score visible in the ticket sidebar without leaving Freshdesk.
Scenario: During QBR season, CSMs open hundreds of tickets daily. They need an at-a-glance health badge (Healthy / At Risk / Critical) without opening a separate BI tool.
Use Case: The parent instance uses instance APIs (resize, context, receive) so the compact sidebar shows the current tier. When a CSM opens Open health review, a modal child instance collects an updated assessment and sends the new tier back via instance.send, which refreshes the badge instantly.
Scenario: Customer success leadership runs a full-page app listing portfolio accounts while agents work tickets in sidebars.
Use Case: Multiple app instances (sidebar + full page) on the same session communicate through instance.receive. A score change saved in one placement propagates to others, keeping portfolio and ticket views aligned without a full reload.
Scenario: An account drops to Critical after a P1 outage; the CSM must log an escalation note before involving leadership.
Use Case: client.interface.trigger('showDialog') opens a lightweight child surface for structured notes. The parent ticket context stays open; the dialog closes after submit, preserving agent focus.
Scenario: TechCorp uses Freshdesk for support, Freshservice for internal IT, Freshsales for account records, and chat for live conversations.
Use Case: The same health UI is hosted in support_ticket, service_ticket, sales_account, and chat_conversation placements so every team sees consistent health language across products.
Scenario: Before renewal, 200 accounts need health reclassification within 48 hours.
Use Case: Agents batch-open tickets, use the modal workflow per account, and rely on instance.send / instance.receive so each save updates the sidebar badge without page reloads — reducing context switching during high-volume review windows.