External link opened from Freshservice Custom App (Ticket Sidebar) is blocked in browser

App Platform
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Context:

I am developing a Freshservice app that runs inside the ticket sidebar.
As part of the app, we display a link that allows agents to ( Teamviewer ) join a session via an browser, the URL should open normally in a new browser tab.

Code:
Line number : 238

Screenshot 2026-01-27 at 5.19.59 PM
Screenshot 2026-01-27 at 5.19.59 PM1920×1200 147 KB

Issue:

  1. A new browser tab is opened.
  2. However, the page does not load and appears to be blocked.
  3. No content is rendered in the new tab.
  4. If i copy the link from the new tab and paste in an other tab it works, it is not working when a new tab is opened from ticket sidebar.

What i tried?

  1. Adding rel=“noopener” and rel=“noreferrer” to the anchor tag.
  2. Adding “allow-popups-to-escape-sandbox“ attribute to the anchor tag.
  3. Attaching a click event listener and programmatically opening the URL using window.open(url, ‘_blank’)

My question:

  1. Could you help me understand why redirecting the link in new tab is not working?

  2. Is there a supported way for a Freshservice custom app (running in the ticket sidebar) to open an external URL in a browser without being blocked?