Issue with OAuth Authorization in ticket_conversation_editor Location

App Platform
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1

Hi Support,

We are developing a Freshservice app using the React library with OAuth authorization (token_type: "agent"). The app is configured to render in the ticket_conversation_editor location and appears as a modal.

However, when attempting to open the app from the ticket_conversation_editor, it fails to load. To troubleshoot, we added an additional location: ticket_sidebar. From there, the authorization screen appears as expected. Once authorization is completed from the sidebar, the app then loads correctly in the ticket_conversation_editor modal.

Our requirement is for the app to be rendered and authorized directly from the ticket_conversation_editor location, allowing agents to complete the OAuth flow entirely within the modal.

Could you please advise on how this can be achieved or if there are any known limitations?

Thank you,
Claret Ivin

2

Hi Support,

Could you please provide an update on this? We’re currently in the process of developing an app, and this issue is acting as a blocker. A prompt response would be greatly appreciated.

Thanks,
Claret Ivin