Limitations and known issues


Compatibility with Classic mobile SDKs: The Zendesk mobile SDK for Messaging is only compatible with the latest Classic SDK version starting from version.

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.

Tapping a push notification when app is killed doesn't deep link to the conversation screen: When the app is killed, tapping a push notification opens the app so that your user can navigate to the conversation but does not deep link to it.
For details, see the note under displaying a push notification from messaging.

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.

File size limit: The Zendesk mobile SDK for Messaging imposes an attachment file size limit of 50MB. Attachments that exceed this limit will not be sent, and the end user will receive a descriptive warning that informs them of the file size limit.

Proguard and Minifying: Using minifyEnabled and shrunkResources in your gradle file will affect the SDK and will remove unused resources to reduce the size of the app. This may cause issues when used with our SDK. If you observe an issue while using the default Proguard rules while running the Zendesk SDK on its own, reach out to our team with the app in .zip format, the steps used, and the Gradle versions to produce this issue.

As a workaround you can deobfuscate the Zendesk classes (-keep class zendesk.** { *; }) and add android.enableR8.fullMode=false to Note: This workaround defeats the purpose of R8, minify, and proguard, which is to shrink resources. See Using Proguard and R8 full mode for more information.

Article Viewer: Functionality to show articles as an overlay is only supported when the account doesn’t use host mapping or other advanced methods, which causes the URL of the article to not match the account subdomain URL. Articles can still be viewed in the browser.

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.