The Rails 4 framework had internally updated the MySQL session variables and enforced Rails-MySQL to run in strict mode.
There was a possible future performance overhead if we rendered emojis as-is by de-tokenizing the saved subject and description for every ticket in the ticket list and details page views. There was a performance overhead to tokenize email content, ticket descriptions, and note content. Patching or updating the gem regularly with new emojis wasn’t a feasible long term solution. This required us to fix it manually by going over the ticket’s description and cleaning up unreadable text/HTML parts. A lot of emojis didn’t work well with the gem and were saved in an unreadable format (such as, ‘\xF0\x9F\x98\x81…’ ), causing the ticket’s layout to be broken. While things worked with our set up on Rails 3, there were some known challenges: For example, “😀 “ was rendered as “:grinning:”. We did not de-tokenize emojis when displaying ticket information (for performance reasons and because customers didn’t mind it) therefore, the tickets contained the emojis in their textual representation. To safely create tickets that contained emoji content, we parsed the email contents to detect emojis tokenized every ticket’s description and notes’ content before saving. The gem allowed serialization of the emoji content by tokenizing emojis into an associated textual representation and de-tokenizing them later. To process them, we were relying on an open-source gem called gemoji-parser. However, with the above-specified limitation from MySQL’s native UTF8 encoding, we could not natively support all emojis. Emojis in Freshservice – the Rails 3 wayĮmojis are valid UTF8 characters and require 4 bytes to be stored and retrieved. For more on the MySQL and UTF8 story, you can read “ In MySQL never use utf8 ” blog post. A workaround was released in 2010: a new character set called “utf8mb4”. The real UTF-8 encoding needs up to four bytes per character. However, MySQL’s “utf8” encoding only supports three bytes per character. 
Our databases and the underlying tables were all created with utf8 encoding to ensure that a majority of characters are supported at the database level as well.
The servers are hosted on four data centers – US East (US), Europe Central (EUC), India (IND), and Australia (AU). Nginx passenger-backed servers are hosted on the EC2 instances of AWS. Freshservice provides ITIL-ready components that help administrators manage assets, incidents, problems, change, and releases, and theasset management component helps organizations exercise control over their IT assets.įreshservice is powered by Ruby on Rails. Freshworks’ IT service management tool Freshservice enables organizations to simplify IT operations.
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