Limitations and known issues

Limitations

Incompatibility with Classic mobile SDKs: The Zendesk mobile SDK for Messaging is not compatible with the Classic mobile SDKs. Using both within the same app is not supported and may produce unexpected results.

Only one instance of Zendesk SDK running at the same time: The Zendesk mobile SDK for Messaging is not designed to have multiple instances running simultaneously. You can only use one instance of Zendesk SDK at a time in your app.

Switching the SDK account at runtime: Changing the Messaging Key at runtime is not supported.

Limited conversation history: The conversation history is limited to the last 100 messages.

Limited UI customization: It is possible to modify a small set of SDK UI colors in the Admin Center. There are currently no customization options beyond this.

Conversation observers: It is not possible to retrieve data on certain aspects of the conversation, such as:

  • The availability of agents
  • The end user’s position in the queue to speak to an agent.

Limited number of supported image types: If the end user receives an image message, the only supported image types are jpeg, jpg, gif, and png. We'll increase the number of support file types in the future if there's demand for this. See here for the full list of supported file types.

Known issues

Trust anchor for certification path on Android API 21: This is due to the root certificate authority for the backend SSL certificate not being present on API 21 devices. A mitigation is being reviewed and will be deployed with no expected change to the SDK.

Custom Answer Bot avatar images are not being displayed on some devices for Android API 21: Custom avatar images for the Answer Bot are not being displayed on some devices for Android 21. This is due to device specific HTTP request handshake failures.

Things to keep in mind

There are a few things to keep in mind, like modifying core frameworks and customization, that can impact accessibility when using the Zendesk SDK. For details, see common things to think about when using the Zendesk SDK.