1st-Use Latency with Freshdesk Widget

BACKGROUND - My company has installed the Freshdesk widget in the front end of its SaaS platform. We’ve configured the widget’s “Pick specific articles to show on certain webpages” functionality, mapping specific solution articles to specific URIs in our platform UI.

ISSUE - After a client-user logs in to our platform from a new browser tab, the first time they open the Freshdesk widget, the specified solution articles are not listed as expected in the widget’s “Suggested articles” panel. Furthermore, if a user searches for a solution from the widget, no results are returned. However, if the user closes the widget and opens it again from the same browser tab, the widget functions as expected and continues to function that way unless they close their browser tab. Unfortunately, most users, based on their 1st impression, assume the Freshdesk widget is broken so they don’t try to open it again.

Here’s a video capture that shows the issue → Freshdesk Widget 1st Use Issue

REQUEST - We’re looking for suggestions to troubleshoot and resolve the latency issue that our clients experience when trying to access the Freshdesk widget from our SaaS platform UI. We want to make sure that the expected solution articles are displayed in the widget the first time a user opens it.