Getting support on Zendesk mobile SDKs
Troubleshooting mobile SDKs issues can be difficult. You need a lot of up-front information from your development team to troubleshoot a problem, and the nature of mobile development introduces many variables that make diagnosing issues harder. To make the process smoother, include the following information so that our Customer Support team can assist you efficiently.
Note: We do not support any implementation of any of our mobile SDK within wrappers.
The information should include:
This is necessary for our Customer Support team and developers to scope the issue. If the issue started after upgrading to a more recent version, include that information. Our SDK documentation includes release notes for each product as well as ongoing known issues for the latest version. We recommend checking them to see if the issue you encounter is listed there.
Important: we will only investigate issue occuring on the latest version of the SDK or issue occuring when upgrading to the latest version of the SDK.
Often, issues are scoped to specific Android/iOS versions. Please include the OS versions you are testing with.
Each section of documentation for our SDKs has a code snippet under “Debugging” or “Advanced topics” to add to your project to enable verbose logging. Enable it when reproducing the issue and provide any related logs when submitting a ticket. See the links below for the snippets:
Any recording of the issue goes a long way, complements the logs very well, and simplifies the explanation of the issue.
If the issue mentions a library or one of the SDK dependencies, please mention it. Using a higher version than the one used by the SDK can lead to unexpected results.
It is always helpful to include your initialization code to see how and when you’re starting up the SDK. If you have multiple SDK settings and Flow Builder, please include it. This will help us know which one you are using.
We need the ticket and conversation id of any related issues to see those examples and look at our logs.
When did the issue start? Has it always been an issue? Include a date when the behavior changed. Also include if the issue coincided with any code changes, such as an upgrade to a new version of the Zendesk SDK, other dependencies, or a change to your code.
If you are able to reproduce the issue, please list them in the ticket. In the same manner, if the issue doesn't occur in every case but you can identify a pattern in those case, please add this information to the conversation.
There are up-to-date demo app repos for the Zendesk SDKs. If you’re experiencing an issue such as a crash, UI display issues, authentication problems, or missing data or functionality (such as articles not appearing or triggers not firing), see if you can reproduce it in the corresponding demo app first. This will reduce variables unique to your app and eliminate possible dependency conflicts.
Demo mobile apps
If you can reproduce the issue in a demo app, outline the steps you took to do so, mention any code you added or modified to reproduce the problem and send us a zip file of the root folder of the demo app.
If you can’t reproduce the issue in a demo app, try creating a small example app that demonstrates the issue. See the next guideline for details.
If you can reproduce the issue, please provide an example app with the minimum possible code to reproduce the problem.
Remove any business logic so that only the relevant part related to the Zendesk issue remains.
Outline the steps you took to produce the issue and send us a zip file that contains the root folder of the example app.
If you cannot reproduce the issue, please gather as much of the above information as possible and ensure that you know how your customer is experiencing the issue, how it manifests, and what they were doing.
Important: Due to the nature of custom development efforts, the Zendesk Customer Support and engineering teams do not troubleshoot and debug production apps. There are many variables involved to effectively diagnose the issue. We need sample apps that demonstrate the problem in an isolated manner.