Assistance Required: 403 Error When Using End-User App in Freshdesk

App Platform
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1

Hi Team,

We are currently evaluating the feasibility of implementing an end-user app for a specific customer. While we were able to successfully create and deploy the app, we encountered an issue when attempting to perform an API call, resulting in the following error:

{“message”:“Route not allowed”,“status”:403}

According to the Freshdesk documentation, a 403 status typically indicates an “Access Denied” error.

This could mean that:

  • The agent whose credentials were used does not have the required permissions (admin-level access may be required).
  • The Freshdesk portal might not have the necessary feature enabled.
  • The user account might have reached the limit for failed login attempts or the maximum number of agents.

We have deployed the app under the portal_tickets_new_sidebar location and are using requests.json templates to trigger the API. Since I have admin-level access on the account, we believe this should not be a permission issue on our end.

Could you please confirm if there are any specific permissions or settings required to enable visitor app usage in our portal? We would appreciate a prompt response, as the customer is currently waiting for a feasibility confirmation.

Please let us know if we are missing anything or if there are additional steps we should take from our side.

Thanks,
Gokul Chakkarvarthi S

2

Hi Team,

Is there any update from your end?
Could you please help us in resolving the issue?

Thanks,
Gokul chakkarvarthi S