In Freshservice, the ticket.propertiesLoaded event under the events API does not function as expected(works sometime and fails sometime). Currently African Bank is facing this issue and they’re live a couple of months ago. Please check this asap.
Yes, I have had the same problem with an application that I had created. It was dependent on the ticket properties loading before I could validate an if statement. What we found was that this was identified as a bug and they are working on a solution. I reached back out to get an update and will let you guys know what I hear. Here is the bug ticket id if that helps https://freshworks.freshrelease.com/FS/issues/FS-27697. Hopefully we hear some good news soon, as this functionality is extremely important to a number of applications I have built.
Thank you for reaching out to me, sorry that I don’t have better news.