Custom Apps not rendering in New Ticket Page (App Id: 360930)

App Platform
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Hello Freshworks Developers,

we created and uploaded a Freshdesk Custom App via the Freshworks Developer Portal.
The app validates successfully and installs without errors ( App Id : 360930).

Technical details:

  • We tested different locations: ticket_sidebar, ticket_top_navigation, and full_page_app.
  • In all cases, the app installs but does not render anywhere in the New Ticket Details Page UI.
  • In browser DevTools we can confirm that fresh_client.js loads correctly from static.freshdev.io (status 200).
  • Console does not show errors like “app is not defined”.
  • In our Freshdesk instance there is no option to switch back to the Classic Ticket Page.

Screenshots:

image

Question:
Could you please confirm if the feature flag “Marketplace Apps in the New Ticket Page” is enabled for our tenant?
From our testing it seems that the apps are accepted but not rendered because this flag might not be active.

Thank you very much for your support!