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 handle push notifications in your app.

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.

Swift UI Limitations: The SDK is not fully compatible with Swift UI. Any apps using the SDK with Swift UI may not function correctly.

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.

Currently there is no event emitted for failed field validation when setting conversation fields: An event for handling failed validation checks on conversation fields set using the setConversationFields API will be added in an upcoming release of the Zendesk SDK.

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.

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.