The Support SDKs foriOSandAndroidenable you to embed Zendesk Support options natively in your mobile app so your customers can get help directly in the app. The Support SDK lets users do any of the following:
- Browse and search your help center knowledge base in the app without using the mobile web browser
- Create tickets in the app
- View and comment on existing tickets in the app without switching to email
What does the Support SDK do?
如果支持SDKintegrated in an Android or iOS app running on a mobile device, a user can tap a button in the app to open a screen listing your help center articles:
The user can tap any article in the list to read it.
The user can also search your knowledge base, then tap any article in the results:
Tapping an article opens it:
The user can tap the pencil icon on the lower-right to submit a ticket to your agents working in Zendesk Support:
If the user prefers not to use the keyboard, they can tap the microphone icon and describe their problem out loud. The description will be transcribed and added to the ticket.
The Support SDK lets you configure the options you want for the app:
- You can provide users with only help center, only ticketing, or both.
- You can provide a filtered view of your knowledge base content. For example, you could show only the categories or sections that are relevant to mobile users.
- You can brand the UI or build your own customized UI from the ground up in iOS or Android.
Adding the Support SDK to a mobile app
The first step is to meet with product managers and developers to decide how to integrate the Support SDK in your iOS or Android app. Use theZendesk SDK integration checklistfor guidance.
Once your organization has decided how to integrate the SDK, complete the following steps to add the SDK to your app:
- Register the SDK in Support admin interface. SeeRegistering the mobile app in Zendesk Support.
- Configure the SDK in Support admin interface. SeeConfiguring the SDK in Zendesk Support.
- Ask your developer team to integrate the SDK in the app. You can refer them to the developer documentation foriOSorAndroid.
Registering the mobile app in Zendesk Support
You must be a Zendesk Support administrator to complete these steps.
To register the mobile app
- InAdmin Center, click
Channelsin the sidebar, then selectClassic > Mobile SDK. - ClickAdd app.
If this is your first time setting up the SDK, clickGet Started, then clickAdd app.
TheSetup默认选项卡打开。
- Enter aNamefor your app.
The name is for your reference only and is not shown to your customers.
- Copy and save thecode snippetfor Android or iOS or both, depending on the application versions.
Your app developers need the snippet to initalize the SDK in the mobile app. If your developers are working on an iOS app, ask them if they need the Objective-C or Swift version of the snippet.
- ForAuthentication method, selectAnonymousorJWT. This is required.
- SelectAnonymousif you don't know, or don't need to know, the details of the end user.
- SelectJWT如果你想只有可信用户访问你的器官nization's help center or to submit tickets. This option requires additional setup.
For more information, seeUser identification decisionin the SDK integration checklist.
- If you selectedJWTas the authentication method, enter a placeholder URL forJWT URL. Example:
https://yoursubdomain.com/api/zendesk-jwtYou can only enter a value forJWT URLafter a team in your organization builds a dedicated JWT endpoint for the Zendesk SDK. They can't build it until you provide them with the secret in the next step.
You can't use an existing JWT endpoint with the SDK. The endpoint must meet the requirements outlined inBuilding a dedicated JWT endpoint for the Zendesk SDK.
- If you selectedJWT, copy and save theJWT secret. The secret is only shown once, so make sure you save it somewhere safe.
- ClickSave.
- Send the code snippet or snippets to the application developers in charge of integrating the SDK.
- If applicable, send the JWT secret to the team in charge of building the dedicated JWT endpoint. Refer the team toBuilding a dedicated JWT endpoint for the Zendesk SDK. Include instructions for the team to send you the endpoint URL when they're done.
When you receive the final URL from them, return to theSetuptab and update theJWT URLfield.
To deregister the mobile app from Zendesk Support
- InAdmin Center, clickChannelsin the sidebar, then selectClassic > Mobile SDK.
- Click the options menu on the right side of the app you want to edit, then click删除.
- ClickOKto confirm the deletion.
This removes the app from the Mobile SDK page but it doesn't remove the SDK from your app. To remove the SDK from your app, an app update is required.
Configuring the SDK in Zendesk Support
You can configure the Support SDK in the admin interface to provide only the customer service options you want in the mobile app. For example, you can enable or disable help center in the mobile app from the admin interface.
There's no option to disable ticketing in the admin but your developers can disable it in the SDK. Refer them to "Disable Ticket Creation" in theiOSorAndroiddeveloper docs.
A chat option is provided by separate Chat SDKs foriOSandAndroid.
Your configuration changes in Zendesk Support are automatically reflected in the mobile app. However, you can't turn the SDK off completely from Support. To fully remove the SDK from the app, an app update is required. Consult your developers.
You must be a Zendesk Support administrator to configure the Support SDK.
To configure the Support SDK
- InAdmin Center, clickChannelsin the sidebar, then selectClassic > Mobile SDK.
- Select the registered mobile app you want to configure from the list.
- Click theSupport SDKtab to display the configuration options.
- Make your changes to the settings.
See the descriptions on the page for details on each setting.
TheEnable Guidesetting is disabled if you haven't activated Guide. ClickSettingsto open a page where you can activate Guide.
TheConversations设置是指机票对话——后面and forth comments added by the ticket requester and the agent. When this option isOff, users can still create tickets in the app but they won't have access to their existing tickets.
TheTagssetting adds the specified tags to each ticket, which is useful for creating a view to see all the tickets submitted from the mobile app.
- ClickSave.
Enabling Guide lets you monitor help center usage initiated from the SDK. For information on filtering help center analytics for SDK, seeAnalyzing knowledge base activity with ExploreandAnalyzing help center search results with Explore.
The Mobile SDK page also has aRate My Apptab. As of the end of August, 2017, the Rate My App feature is deprecated. Consider migrating to anopen source alternative.
11 Comments
Hi, its possible to use CSAT in this SDK version?
Thank you
We recently ran into an issue with the Support SDK.
We were implementing the Messaging SDK so that we can deflect support traffic using the Flow Builder. It wasn't until we started the work that we realized you cannot run the Support SDK and Messaging SDK in parallel.
Given this limitation, do you have best practices guidance for delivering a mobile help center while using the Messaging SDK? Currently, we are looking at making our help center load in a Web View through the app.
Hi Sir/Madam,
I am embeding our Zendesk support in our App.
I've already get iOS code snippet in the Admin center. but when it run in my Xcode, it get below error. and in demo app, it shows not get connected. could you please check what's wrong ? thank you.
"
Login error : Error Domain=com.zendesk.sdk.core Code=1000 "forbidden" UserInfo={description=Only end users are allowed to authenticate with the Mobile SDK, NSLocalizedDescription=forbidden, error=OnlyEndUsersAllowed, HTTP Status code=403}
"
in Demo app, "unable to connect"
Hello,
Sorry if there is any confusion on my side here (I am new to this). Can anyone point me in the direction of a sample iOS app that does Help Center, Tickets, Chat and possibly voice?
I have found these sample apps that show how to add each one (answerbot, chat, help center, tickets) individually here:https://github.com/zendesk/ios_sdk_demo_apps
But I would really like the code that is shown here:https://web-assets.zendesk.com/videos/support-in-mobile-app.webm(on this page://www.ying8.net/embeddables/near the bottom).
Thank you!
Hi Liliane! The Support SDK does not support CSAT. TheZendesk SDKsdo support CSAT, however there are limitations for that SDK that you can read further about on that linked doc before deciding to make that switch.
Hi,
Where's best to check first if tickets are being received without a country (custom field) populated? They're being filtered incorrectly to the UK team (catch all).
Thanks,
Lisa
Looks like this has to do with who you allow to authenticate into your Zendesk instance using a username and password. I'd suggest checking your security settings in your admin center to sort this out.
HiMileIQ Inc.,
That's right. ZendeskMessagingSDKand the SupportSDKcan't be used in the same app. (You can find more about thishere.) The ability to implement the Guide feature in theMessagingSDK is on the roadmap but Ican't confirm any specific timelines at the moment. For now, you can use the answer bot to suggesthelpcenterarticles but they will be opened in a web browser.
No encuentro la documentación necesaria para incrustar el answer bot que personalice con el generador de flujos en mi app Nativa android configurando sdk para movil, pueden ayudarme con esto?? tks
Hello everyone,
is it possible to change the spacing between paragraphs in articles?
I tried to change the HTML (style="margin-top:-XXpx) but the change was not implemented. Is there any other alternative?
Thank you
Pleasesign into leave a comment.