What should I consider when using Zendesk SDK?

Question

While using Zendesk SDK, what common information should I keep in mind?

Answer

Zendesk SDK is the new mobile SDK developed by Zendesk. This has been developed to work specifically with messaging and the Agent Workspace. Zendesk SDK for Unity with messaging is available as well. Below are some things to consider while using the SDK.

As of version 3.4.0, the Unity SDK supports multiple conversations. This allows users to manage separate conversation threads within the same session.

Limitations

The known issues and limitations can be referenced in our developer documentation for iOS and Android.

Google also requires actions regarding the way Firebase notifications for Android.

Overwriting core frameworks

The Zendesk SDK requires core frameworks, such as UIKit, within iOS to work as expected. If the behavior of these frameworks is overwritten, we cannot guarantee how our SDK will function within the app.

We recommend extending the UIKit API instead of overwriting it. When expecting specific behavior, overwriting the API prevents the SDK from working as intended within your app.

Avoid low contrast in your themes

You can customize the Zendesk SDK UI colors in the Admin Center.
Mobile devices are used in more diverse environments than desktop applications. Keep in mind the accessibility when editing the theme colors so that your app could be easily accessible from anywhere. We recommend following the W3C contrast guidelines.

Avoid similar light and dark themes

Zendesk SDK allows setting both light and dark themes in the Admin Center. If both of the themes are similar in color, your users may not see the differences which can cause confusion.

All of the SDK capabilities can be found in our developer documentation: Zendesk Web Widget and SDKs.