Ticket_Sidebar on FreshService

Hello team, I’m building a custom app for FreshService. It’s quite simple; it just collects some data and makes some updates on the ticket. It’s supposed to be found in the Ticket Sidebar, but for some reason, it doesn’t appear. However, if I try to change the product to Freshdesk, it appears normally in the Ticket Sidebar. I thought that maybe there was something wrong with my code, so I tried the Your First App template, but it still doesn’t appear in Service, only in Desk. Am I doing something wrong?

Manifest.json

{
  "platform-version": "2.3",
  "product": {
    "freshservice": {
      "location": {
        "ticket_sidebar": {
          "url": "index.html",
          "icon": "icon.svg"
        }
      }
    }
  },
  "engines": {
    "node": "18.15.0",
    "fdk": "9.0.5"
  }
}

Hello @Matheus_Henrique_Per, what happens when you run fdk run? When you navigate to the ticket in Freshservice, are you appending &dev=true to the url? Need to do it in this manner instead of ?dev=true since the url for a ticket in freshservice already has a parameter appended indicating the tab that the ticket is showing (?current_tab=details ). When you do this local testing does the app appear in the ticket sidebar?

1 Like

Hello, when I run the FDK, I don’t receive any errors, and when I change the URL to dev=true, the app doesn’t appear in the sidebar. The most strange part is that if I change the product in the manifest.json to “freshdesk”, it works fine. The same happens to your_first_app Template.

in the console it dosen’t give me any error as well.

I would suggest deleting your localstore and store.sqlite files.
image
Then run fdk run again. Then be sure to provide any installation parameters the application requires.

It runs
image
but still not appering i have tried the cti_global_sidebar it appears in the FullPage but not in the sidebar

Any chance you have a browser extension that might be blocking it? Have you allowed insecure content when testing locally?

So i have published the app and he is appering on the sidebar, but still not appearing when i use FDK run.
image

Hey @Matheus_Henrique_Per,
Do you see any errors on browser’s console? Wanted to also confirm if only ticket_sidebar has this issue or if other placeholders also don’t render on your Freshservice instance?

Hi, after testing it out, we didn’t find any issues in the console.log. When I ran it as a full_page_app, it worked fine. The issue appears to be only within ticket views.

Hey @Matheus_Henrique_Per,
Do you see the app working fine with ticket-based placeholders in a different account?

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