We are getting the “Error while substituting the templates” error message while using the access token in the request URL. We are getting the same issue for the below 3 marketplace apps. Lot of customers reporting the issue and they are not able to continue the daily activities in the helpdesk portal as they are using these apps. Please do the needful.
Freshdesk: Dynamics CRM https://www.freshworks.com/apps/freshdesk/dynamics_crm
Freshcaller: Dynamics CRM https://www.freshworks.com/apps/freshcaller/dynamics_crm_2
Freshdesk Workflowmax https://www.freshworks.com/apps/freshdesk/workflowmax
A similar issue was reported in the developer community.