Event Callbacks Not Triggered or Missing Data When Payload Is Large

App Platform
1

Hi everyone,

Recently I’ve been facing critical issues related to event callbacks not triggering reliably when the event payload is large.

Problem Summary:

In several recent cases, I’ve noticed that callbacks are not triggered at all when the event contains large content. Here are two specific examples:

  • When a knowledge base article is updated with a large amount of content, the onArticleUpdate callback is not triggered in the app.
  • When a ticket is created from a Freshchat conversation with a long chat history, neither the onTicketCreate nor the onTicketUpdate callback is triggered.

I reached out to Freshworks support and received the following explanation:

“The serverless components of the apps are hosted on AWS Lambda functions. The product events are passed to these lambdas for processing, but they have a size restriction of about 256 KB, beyond which they will not accept the event payloads. There is currently no workaround except to reduce the payload size.”

Why This Is a Major Problem:

The root of the issue isn’t under app developers’ control. For example:

  • Ticket or article descriptions can be long due to user content – not something the app controls.
  • We’re not passing large installation parameters or storing excessive configuration values.

Additionally, even when the event is triggered, I’ve observed inconsistent payload structure when the payload is relatively large. For example:

  • In the onArticleUpdate event, the changes object sometimes does not include published_at when the payload is large — even though it always appears when the payload is small.

This behavior is causing major issues in my app that integrates the Freshworks knowledge base with another platform. We rely on published_at changes to detect whether an article should be synced.

Request:

  • Can Freshworks confirm whether this behavior is expected and officially documented?
  • Is there any planned improvement or workaround?

This issue undermines the reliability of app event handling and is making it difficult to build robust integrations.

I’ve attached two videos showing the issue with onArticleUpdate for reference.

Thanks in advance,
Samuel

callback is not triggered

inconsistent payload

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