Freshworks Suite 3.0 App stuck in Draft

App Platform
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We are trying to update a platform 2.3 app to 3.0 (also tried creating it as a new app) in a customer’s developer environment. But when saving / publishing, the app(s) keeps failing. They are then moved to the ‘draft’ stage. The thing is, in our own developer environment the app was added just fine and we have installed it on our Freshsales Suite environment without any issues. The app is a telephony app with it’s main component displayed in the left side bar at the default cti location.

The customer’s environment was just moved to a different region by Freshworks support, as the portal on their old region was having some issues. Maybe that has something to do with it.

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And the same app in our developer environment

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Here is an example of the manifest (cleared the requests, functions and dependencies sections before sharing it here)

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Anyone got any clues as to what is up? Are we missing something? (Not sure why it works in our environment but not in theirs)

1 Like
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@Timothy Good day!

You mean it got published in your account, but the same is not in the customer account?

if so, can you please share me what is the error which you get when trying to publish in customer account?

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Hi @Santhosh ,

Yes, we could publish and install the app on our own developer account. But when publishing it on the customer’s developer account it reverts to draft. It is the exact same app file.

I am not getting an error popup or anything like that.

I do see the following bits passing in the browser console, but I get the same on our developer account, so I don’t think they’ve got anything todo with the issue:

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For the 404 I also see a bit in the Network logs that says the following:

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In the customer’s developer environment this is added to the activities section of the app we try to update:

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Beyond that I have no clue of where to find any errors.

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Just to add to this. When the update fails we also receive an email like this:

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Hi

please share the app ID and the timestamp of submission with us to check on what went wrong with the app publish.

Thanks!

6

Hi Mughela,

I have done a new update so that we can use a recent example for this.

App Id: 361933
Time of Submission: 11 May 2026, 10:09 AM (CEST) (Don’t have an exact timestamp, hoping this will do)

Kind Regards,
Timothy

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Thanks for sharing the required information. I will check this internally with our dev team and let you know as soon as possible.

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Hi,

This seems like a region issue. Please create a support ticket for a resolution.

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Thanks Mughela.

I will take it up with support again.

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Hi Timothy!

Just a follow-up. Were you able to create the support ticket? If yes, Can you please share the link?

Thanks!

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Hi Mughela,

Yes I was able to do that. I have this URL: https://support.freshdesk.com/support/tickets/20177992

(At the start of that ticket I was redirected to this forum. I continued the conversation in the existing ticket after your feedback)

Kind Regards,

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Thanks for your patience. It has been assigned to our L3 agent. We will help resolve it at the earliest thanks.

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Hi Mughela,

I’ve got an update from support.freshdesk.com. They informed me some changes were made and we have been able to successfully update one of the apps with a platform 3.0 version. So the problem is fixed. We do have an issue with deleting the test apps we have set up, hitting an error 500 when we try that. Thought I’d inform you as well.

Kind Regards,

Timothy

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For clarifications, you can check with us here. For blockers, you can raise a support ticket. Please create a support ticket for this one as well with proper details.