Issue with ticket_sidebar Custom Apps on first activation

App Platform
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1

Starting today (or sometime over the weekend, it was discovered today/Monday morning) all of our custom apps rendering in the ticket sidebar has stopped working correctly.

When opening a ticket and expanding the custom app in the sidebar, the initial loading spinner that we use just keeps spinning forever and nothing happens. If you stay on the same ticket and simply close/minimize the app, and then open it again, the app loads correctly.

This has happened with all three of our Custom Apps at once, all of them behave the same way so I’m guessing there has been some sort of update of the Freshworks platform over the weekend? Is anyone else experiencing the same issue?

Is this an issue/bug with the Freshworks platform? This causes problems for our customer service and adds extra time to each customer case since they need to close and open the widgets on every ticket.

Some extra info:

  • All of the custom apps are built in React.
  • I am going to dig deeper into the issue, but my guess is that there must be an issue somewhere around (or before) where the “app activated”-event is supposed to happen.

Would be appreciated if someone could shed some light on the situation :slight_smile:

Thanks in advance!

2

I’m experiencing the same issue. The app had been running for years without any problems, and this issue only started recently.

I hope the Freshworks team can fix it as soon as possible.

3

I have gotten confirmation via the Freshdesk support that this is in fact a bug on Freshworks side and they are working on a fix.

I did however actually manage to fix the issue by migrating our widgets to the latest React starter template (Update to latest version of the FDK → fdk create → React starter template → Migrate/move all components to the new app structure).

Not really an easy/quick fix, but we had planned to do this upgrade in the near future anyway so it made sense for us to fastlane that piece of work.

TLDR: It seems like the bug is connected to apps built in older FDK versions/older app structures.

4

Thanks for sharing this, Henrik — and good to know Freshdesk support confirmed it’s a bug on their side.

You’re right about the FDK version connection. My app is also running on an older FDK version/app structure, and that does seem to line up with what we’re both seeing.

I had come to the same conclusion as you and I’m already working on migrating my app to the latest FDK and the current React starter template.