Freshworks named the only Challenger in 2021 Gartner® Magic Quadrant™ for ITSM tools. Access Report

Start a new topic

onTicketUpdate - v1 - Backend Application

Do backend apps in v1 work for anyone?

This is the second time where I've created a backend application which works well while local testing. However, when packed and sent to the development portal, it no longer works. 

This time, the "onTicketUpdate" callback is not working - when a status is changed the application does not get triggered.

Just wondering if this is happening for anyone else.

This should not be happening. Is it not working for status change in all tickets? Or are there specific tickets where it is not working?


   I was not able to find any app currently installed in you account ( Could you upload and install the app again in your account and trigger a few events which you believe are not functioning as expected. A zip of your app would also be very helpful.

Thank you for the response. 

I am looking for a specific ticket status change - works fine in local testing.

That is odd - I have quite a few custom apps installed. I can surely send you a zip - should I open up a ticket for this?

Please send the zip file to or

This topic has been converted into a ticket. 

Not sure where the ticket was created, but no ticket was created under my account.

Login or Signup to post a comment