Freshdesk Custom App - Events not being received or logs not being logged

App Platform
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1

I am trying to test a custom app which was installed account-wide on a test Freshdesk instance. The app is meant to call an external API on some events (which has been tested and is working with simulated events). Whenever I take actions which should trigger the events, the external API is not called nor are any logs being printed.

Product: Freshdesk
App ID: 426162
Platform Version: 3.0
FDK Version: 10.1.2
Node Version: 24.11.1
Freshdesk Plan: Enterprise (trial)

I’ve verified:

  • fdk validate passes
  • fdk pack –skip-coverage produces a 26KB zip
  • Event handlers work correctly in fdk run simulator
  • No top-level code in server.js that could throw at load.
  • No external npm dependencies
  • App has been uninstalled and reinstalled several times (deleted and recreated once)

I’ve even created a dead simple base app that gets created by the fdk which is meant to just log when a ticket is created and even then, I’m not seeing any logs.

Would love any help with this to see if I’m doing something wrong here.

2

Hi @Bishoy_Michail,

Since the validation passes and the simulator triggers the functions as expected, the issue is likely tied to the production runtime environment or account-specific states rather than your code.

Please verify the following points to isolate the root cause:

  • Trial Account Constraints: Some Freshdesk trial or sandbox instances restrict automated outbound webhooks and background serverless executions to prevent spam. Confirm whether outbound network requests are fully enabled for this specific trial account.

  • Manifest vs. Server Export Match: Ensure that the event names in your Platform v3.0 manifest.json under the modules block strictly maps to the exact exported functions inside server.js.

  • Arrow Functions: Ensure that standard function definitions are used in server.js rather than ES6 arrow functions, as the production platform runner can occasionally fail to bind the context correctly to arrow syntaxes during serverless evaluation.

  • Logs Dashboard Location: For custom apps in production, console logs do not stream to the browser console. They must be viewed via the Serverless Logs tab inside the Freshdesk Developer Portal under your specific App ID (426162) settings page.

If the basic boilerplate app still yields absolutely no execution history or logs in the portal developer dashboard, please share your manifest.json file structure so we can check for syntax compatibility issues unique to v3.0.

Best,

Himanshu