Limitations and known issues

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.

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.

APNS Sandbox Certificate not supported: We do not support the use of Sandbox Certificate. You will have to use a Production Certificate in order to enable Push Notifications.

iOS <=12.x Image picker doesn't respect device orientation: If the end user is selecting an image to send, the screen displayed to select the photo doesn't respect the device's orientation. See apple documentation for more information.

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.