Hi,
I’m building a custom Freshdesk sidebar app (platform v3.0) that calls an external AI API from a serverless function using $request.invokeTemplate(). The API takes 10-16 seconds to respond depending on the complexity of the ticket.
Local testing works fine — I set fdk config set request.timeout 30000 and the .fdk/configs.json applies the 30-second timeout during fdk run.
In production, requests fail at ~15 seconds. The API logs confirm the request arrives and a 200 response is returned, but the Freshworks platform cuts the connection before the response reaches the app. The frontend receives a 500 error with errorSource: "APP".
I’ve tried:
-
fdk config set request.timeout 30000— only works locally,.fdk/configs.jsonis not bundled infdk pack -
Adding
"options": { "timeout": 30000 }inconfig/requests.json— rejected by FDK validation:"options must NOT have additional properties 'timeout'" -
Using
REQUEST_TIMEOUT=30000 fdk run— works locally but doesn’t affect production
The rate limits documentation states that the request method timeout is 15 seconds, extendable up to 30 seconds in 5-second increments. But I cannot find any documentation on how to apply this extension for a published/deployed custom app.
Question: How do I configure the request timeout to 30 seconds for a deployed custom app on the Freshworks platform?
App details:
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Platform version: 3.0
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FDK version: 9.8.2
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App type: Custom app (not marketplace)
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Request is made from serverless function via
$request.invokeTemplate()
Any help would be appreciated. Thanks!