I have deployed the CTI app in the Freshservice instance as a custom app.
Now, in the left sidebar, I can open the app, but as an end user, if I want to close the app, what should I click? The app popup is overriding the icon itself.
click to call functionality is working but cti-app popup is not displaying
The icon for closing and opening the custom app from left side bar is usually the same. Sam icon works as a toggle click. The app popup should not override the icon ideally. However you can try one thing – place a cross icon in your app on top right or wherever you feel its necessary , and use client.instance.close() method on click of that cross icon.
More on instance methods –
https://developers.freshworks.com/docs/app-sdk/v2.3/freshdesk/advanced-interfaces/instance-method/