DocumentationAPI Reference

Known issues

Limitations and known issues

Limitations

  • Compatibility with Classic mobile SDKs: Only compatible with the latest Classic SDK version starting from the Messaging version 5.3.0 .
  • Single SDK Instance: Only one instance of the Zendesk SDK can run at a time in your app.
  • Large Double Value Rounding: Very large decimal values in metadata fields may be rounded unexpectedly. For example, 126082245028900.01 becomes 126082245028900.02.
  • Push Notification Deep Linking: If the app is killed, tapping a push notification opens the app but does not deep link to the conversation screen. For more information, see Displaying a push notification from Messaging
  • Limited UI Customization: Only a small set of SDK UI colors can be modified in the Admin Center.
  • Conversation Observers: Cannot retrieve agent availability or queue position.
  • Supported Image Types: Only jpeg, jpg, gif, and png. For a full list, see File Validation
  • File Size Limit: Attachments are limited to 50MB. Larger files will not be sent, and users will see a warning.
  • One Attachment per Message: Only one file can be attached per message.
  • Proguard and Minifying: May cause issues. If you observe a problem, deobfuscate Zendesk classes (-keep class zendesk.** { *; }) and add android.enableR8.fullMode=false to gradle.properties.

    Warning: This workaround defeats the purpose of R8, minify, and proguard. See Using Proguard and R8 full mode for more information.

  • Page View Linked to Previous external_id: If a user logs in with a new external_id before starting a new conversation, Page Views may still be associated with the old external_id.
    Workaround: Use the same external_id with a new expiration date if possible.

Known Issues

  • Incorrect hyperlinking: On Samsung 20 Ultra devices running Android 13, certain alphanumeric strings are incorrectly hyperlinked.
  • Trust anchor for certification path on Android API 21: Some devices may not have the root certificate authority for your backend SSL certificate. A fix is in progress.
  • Custom Answer Bot avatars on API 21: Custom avatar images may not display on some Android 21 devices due to HTTP handshake failures.

Using the SDK with Mobile App Wrappers

Zendesk does not provide or support SDK packages for wrappers (React Native, Xamarin, Flutter, Ionic, etc.).

Things to Keep in Mind