Client.interface.trigger stops working after navigating between tickets (no error)

App Platform
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1

Hello Freshdesk team,

I’m experiencing an issue with the client.interface.trigger("setValue", ...) method inside a custom Freshdesk app.

:jigsaw: Problem Description

When I access a ticket for the first time after a page refresh, calling client.interface.trigger correctly sets a custom field (with ID cf_rfrence_de_contrat).

However, if I:

  1. Navigate back to the list of tickets (e.g., via breadcrumb or sidebar),
  2. Then select a different ticket,

The same client.interface.trigger function silently fails to update the field — no error is thrown, and the onSuccess callback is still called, but the field value is not updated in the UI.

:repeat: Reproducible Steps

  1. Refresh the Freshdesk page.
  2. Open a ticket → client.interface.trigger works.
  3. Navigate back to the ticket list.
  4. Open another ticket.
  5. Trigger the same function → nothing happens in the UI (no error either).

:package: Code Example

Here is the relevant snippet:

export const updateTicket = async (
  client: FreshdeskClient,
  subscription_id: string,
  onSuccess?: (id: string) => void
) => {
  try {
    await client.interface.trigger("setValue", {
      id: "cf_rfrence_de_contrat",
      value: subscription_id,
    });

    if (onSuccess) {
      onSuccess(subscription_id);
    }
  } catch (error) {
    console.error("Erreur lors de la mise à jour du ticket:", error);
  }
};

This function is called when clicking a button inside a React component.

:white_check_mark: Expected Behavior

client.interface.trigger("setValue", ...) should work consistently every time the ticket details page is active — even after navigating from another ticket.

:question: What I’ve Tried

  • Verified that client is still valid.
  • Checked that onSuccess runs (it does).
  • Looked for errors in the console (none).
  • Logging confirms the call happens, but the UI does not update.

:mag: Environment

  • Custom App using FDK v9.3.1
  • React 18 (rendered via ReactDOM.render for compatibility)
  • Field ID: cf_rfrence_de_contrat

Please let me know if there’s a lifecycle or app context issue I should handle differently when navigating between tickets without a full reload.

Thanks in advance!