Zendesk ios sdk

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Zendesk Mobile SDK for iOS & Android

When it comes to the interface, there are two types of customers consuming the SDK. Consumer apps that require a seamless interface that sits comfortably within the iOS Human Interface Guidelines and Android Materiel design system. And the other are the mobile gaming companies, who need a support experience to fit within the custom world they’ve created for their users.

Traditionally we tried to satisfy both these needs, and ultimately that ended up with us hitting the middle of the line above. We provided a UI which could be highly customised, but that still is never enough for gaming experiences, and the tedious customisation options frustrated the customers that want a more plug and play experience.

For the 2.0 release engineers worked on exposing better APIs to satisfy the gaming customers and those that need a highly custom interface. For the other customers, I defined a simplified theming system allowing SDK implementors to get set up far quicker while providing a best in class mobile support experience, and still maintaining visual consistency with the host app.

With this new theme system, on iOS there is only 1 colour to set – user for buttons and NavBar tints. The background of NavBar is inherited from the host app. And on Android the Primary and Accent colour specified by Material design is used. The interface for Tickets, Chats and Articles will always be light with an accessible contrast ratio.

With the last major release we moved to a fully conversational interface, regardless of whether the chosen support channel is ticketing, chat or messaging. Based on past feedback, and the familiarity mobile consumers have with messaging, the conversational interface enables SDK to handle other channels that may come in the future in a more seamless manner. One day this interface will become the hub of all of the end-user’s conversations.

By taking this approach we reduced choice paralysis over which channel the end user should choose and simply route them to available agents on chat or tickets depending on support capacity or customer profile.

Sours: https://the-dots.com/projects/zendesk-mobile-sdk-for-ios-android-242305

Understanding the Support SDK

Overview

If your organization uses Zendesk Support or Zendesk Guide for customer service, you can use the Support SDK for iOS to embed the same customer service in an iOS app.

The SDK provides the following UIs for both Support and Guide to embed customer service features in an app:

You can customize the UI for branding purposes. This level of customization is suitable for most use cases.

If the included UI doesn't meet the product requirements, you can build your own. The SDK includes API providers to connect a custom UI to Zendesk functionality.

Dipping a toe

Diving in

Ok, your organization has decided to use the Support SDK to embed customer service in your iOS app.

  1. Before you start, meet with product managers, the customer service team, and the mobile team to decide how to integrate the SDK in the app. Use the Zendesk SDK integration checklist for guidance.

  2. After deciding how to integrate, make sure one of your Zendesk Support administrators has registered your app and turned on SDK features in the Support account.

    See Registering the application in Zendesk Support in the Support Help Center.

    Make sure the features you want to use are covered in your Zendesk plan. See the breakdown of features and limitations per plan.

  3. Add the Support SDK to your iOS project.

    See Adding the Support SDK (Required).

  4. Initialize the Support SDK in your app.

    See Initializing the Support SDK (Required).

  5. Set a user identity for the SDK.

    The SDK uses the identity to access your Zendesk Support account as a user.

    See Setting an identity (Required).

  6. Add a customer service feature:

    See:

  7. Customize the look and feel of the feature.

    See Customizing the look.

  8. (Optional) Build your own UI in iOS and then use the SDK's API providers to connect your UI to Zendesk functionality.

    See API providers.

Common terms

  • Anonymous - One of two identity types supported by the SDK. (The other is JWT.) An anonymous user can be a user with no information associated with them, or a user with some identifying information such as a name and email. See Set an identity.

  • API providers - A group of APIs included with the SDK that lets you build your own support features. See API providers.

  • Contact us, Contact Zendesk - Submit a ticket.

  • Help Center - A self-service platform by Zendesk Guide consisting of a knowledge base and an online community. The SDK lets users access the knowledge base. Learn more on the product page.

  • Request - A request by an end user for support. The term is interchangeable with "ticket". The request is handled by your customer service team using Zendesk Support. Learn more on the product page.

  • Ticket - Same as a support request.

SDK fact sheet

The Support SDK is written in Swift and Objective-C.

Compatibility

The current version of the Support SDK is compatible with Swift 5.2.2 or higher and XCode 11.4 or higher. It can also be used in Objective-C apps.

The minimum platform requirement is iOS 10.0.

Sours: https://developer.zendesk.com/documentation/classic-web-widget-sdks/support-sdk/ios/about/
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Zendesk Support SDK for iOS

Use of this software is subject to important terms and conditions as set forth in the License file

Zendesk Support SDK for mobile is a quick, convenient way to get customer support into your mobile apps. With just a few lines of code, you can provide your end users with an easy way to get in touch from any mobile app.

Demo Applications

There is examples on how to use the SDK and its providers here.

Documentation

You can find documentation for the SDK and release notes on https://developer.zendesk.com.

Feature requests and issues

All feature requests and issues are welcomed. Please see our contributing guidelines to find out how to contact us.

Copyright and license

Copyright 2020 Zendesk

By downloading or using the Zendesk Support SDK, You agree to the Zendesk Master Subscription Agreement https://www.zendesk.com/company/customers-partners/#master-subscription-agreement and Application Developer and API License Agreement https://www.zendesk.com/company/customers-partners/#application-developer-api-license-agreement and acknowledge that such terms govern Your use of and access to the Support SDK.

If You make any Contributions (defined below) to the Zendesk Support SDK, You hereby grant Zendesk a royalty-free, worldwide, transferable, sub-licensable, irrevocable and perpetual license to incorporate into the Service or the Zendesk API or otherwise use and commercially exploit any Contributions. “Contribution” shall mean any work of authorship, including any modifications or additions to the Mobile SDK or derivative works thereof, that is submitted to Zendesk by You.

Sours: https://github.com/zendesk/support_sdk_ios
Creating your first app with Zendesk App Framework (ZAF)

Support SDK for iOS in a nutshell

This page gives you the basic steps for getting up and running with the Support SDK.

The SDK has the following requirements:

  • Minimum iOS version: 10
  • Support 5.0.3 and newer is built with XCode 11.4+ and Swift 5.2.2

What is the Support SDK?

The Support SDK helps you add the following features to your app:

  • Show all or some Help Center content
  • Search Help Center content
  • Show open requests
  • Create requests
  • Update requests

You can customize the colors and fonts of the user interface with the Support SDK for all of these features. See more information on customizing the look

Our own Remember The Date app is an example of an app that uses our UI. The app's source code is on GitHub.

You can also use the functionality of the Support SDK without the provided UI. This allows you to build your own UI. This takes a little more development time but gives you more control. Find out about API providers on top of which you can build your own UI.

What you need

  • Your organization has a Zendesk Support account. You can register to start a free trial.

  • A Zendesk admin has registered your iOS app in Zendesk Support. See Registering the mobile app in Zendesk Support in the Support Help Center

  • The Zendesk admin has provided you with the initialization code for the app. The code was generated in Zendesk Support when the admin registered the app

  • The features you want to use are included in your Zendesk plan. See the breakdown of features and limitations per plan.

Getting up and running

  1. Add the SDK to your project.

    For details, see Adding the Support SDK.

  2. Initialize the SDK in the AppDelegate file of your project. This is a two-step process. First, you initialize the Core SDK, then you initialize the Support SDK.

    Swift

    Objective-C

    If you're only using the API providers and building the UI yourself:

    Swift

    Objective-C

    Note: If you're using multiple brands you can use a brand subdomain rather than the primary subdomain in the in the code above. Keep in mind that the end user will only be able to view tickets that belong to that brand.

  3. Create an identity so the app can authenticate as a Zendesk Support user, then set it on the singleton:

    Swift

    Objective-C

There are two types of identity: anonymous and JWT. For details, see Setting an identity.

The Support SDK is now initialized and ready for use.

Launching the Support SDK UI

The Support SDK provides 4 view controllers:

  • HelpCenterOverviewViewController
  • HelpCenterArticleViewController
  • RequestViewController
  • RequestListViewController

These UIViewControllers are returned by and . They can be presented in any way but must be contained in a UINavigationController. Example:

Swift

Objective-C

They can be configured using and . Example:

Swift

Objective-C

You can pass one screen's to another screen, to be applied if one of them starts the other. For details, see Configuring the SDK activities.

To see some samples of different ways to use the Zendesk mobile SDKs, have a look at our sample apps repo on Github.

Sours: https://developer.zendesk.com/documentation/classic-web-widget-sdks/support-sdk/ios/nutshell/

Ios sdk zendesk

Note: Connect will be deprecated and removed on October 31, 2021. See Removal of Zendesk Connect.

You can integrate the Connect iOS SDK in your iOS app to send user and event data to Zendesk Connect from the user's device. You can also use it to manage push notification tokens and perform other tasks.

The iOS SDK supports iOS 9 and above.

This document covers the following topics:

Add the Connect SDK to Objective-C projects

Install the SDK

The Connect SDK supports CocoaPods, and Carthage.

CocoaPods

Add the following to your Podfile:

Next run:

Carthage

Add this line to your :

To add the ZendeskConnect.framework to your project, follow the steps for iOS in the Carthage docs on GitHub.

Include the SDK in your project

Merge the following code into your AppDelegate.m file:

Find and replace the PRIVATE_KEY placeholder in the application method. For more information on the private key, see Authentication in the introduction.

Add the Connect SDK to Swift projects

Install the SDK

The Connect SDK supports CocoaPods. For installation instructions, see Getting started on the CocoaPods website.

If not already done, create a Podfile for your project as follows:

  1. In Terminal, navigate to the top-level folder of your project (the one with the xcodeproj file).

  2. Create a Podfile with the following command:

  3. Open the file in Xcode with the following command:

    Depending on your version of CocoaPods, the default Podfile content should look as follows:

  4. Replace the placeholder with the following line:

  5. Save the Podfile and run the following command in Terminal:

    Wait for CocoaPods to finish downloading and installing the Connect SDK in your project.

  6. Close Xcode and relaunch it by double-clicking the .xcworkspace file that Cocoapods created in the top-level folder of your project.

    Because your project now contains a dependency managed by CocoaPods, from now on you must open the project with the .xcworkspace file, not .xcodeproj.

Carthage

Add this line to your :

To add the ZendeskConnect.framework to your project, follow the steps for iOS in the Carthage docs on GitHub.

Include the SDK in your project

In previous versions of the Connect SDK, a bridging header was required to include the Connect SDK in Swift projects. As of version v2.0.0, the Connect SDK is written in Swift, which means no bridging header is required.

Merge the following code into your AppDelegate.swift file:

Find and replace the PRIVATE_KEY placeholder in the application method. For more information on the private key, see Authentication in the introduction.

Identify a user

Use the method to send user data to Connect.

Example

Objective-C

Swift

For more information about the user attributes, see Users.

Track an event

Use the method to send event data to Connect. The method takes the following arguments:

  • A string containing the event name
  • (optional) Custom event properties. See Properties attribute in the Events documentation

Examples

Objective-C

Swift

For more information, see Events.

Create an alias for a user

To reference an identified user with a different user ID, use the following:

Objective-C

Swift

Now "new_user_id" and the old id both point to the same user record in the Connect database.

For more information, see Aliasing users in the Users doc.

Enable deep linking

To use the deep-linking capabilities in Connect push notifications, include the following code in your AppDelegate.m file:

Objective-C

For more information about iOS deep linking, see the Mobile SDK FAQ.

Get User

To retrieve details about the currently active user:

Objective-C

Swift

Log out user

You can use the method to make Connect "forget" a user when the user logs out of your app. This clears the user data from the cache and calls to disable the user's push notification token with Connect.

Objective-C

Swift

Manage push notification tokens

You can use the SDK to disable or register push notification tokens in Connect.

Register a token

You can use to register a token:

Objective-C

Swift

Disable a token

Use the method if you no longer want to send push notifications to the user's device:

Objective-C

Swift

Sours: https://developer.zendesk.com/documentation/connect/developer-guide/ios/
[iOS] Zendesk Unified SDK - chat not working 4

nativescript-zendesk-sdk

npmnpm

A NativeScript plugin implementing the basic Zendesk SDK in TypeScript. It is inspired from nativescript-zendesk

Install

Usage

Following Zendesk Embeddables Documentation:

[Must do] Configure an app in Zendesk Support

Support SDK for Android / iOS

[Must do] Initialize the SDK

Support SDK for Android / iOS

If a new anonymous identity is created, but if is undefined it must be set later, but before launching any Zendesk views/activities.

Note: , , and must be specified when initializing the Zendesk, but locale, COPPA-compliance mode, and Identity can be set/changed later.

[Must do] Set an identity (authentication)

Support SDK for Android / iOS

Authenticate using an anonymous identity
Authenticate using an anonymous identity (with details)
Authenticate using your JWT endpoint

Locale Settings

Support SDK for Android / iOS

The locale used by the SDK for static strings will match the Android Application Configuration or the iOS NSUserDefaults. (These strings can be overridden or missing languages can be added as described in the links above).

To set the Locale of any dynamic content retrieved from Zendesk:

Configure Requests

Support SDK for Android / iOS

Before opening the Help Center or creating a Rewuest you can specify the Request settings:

Show the Help Center

Support SDK for Android / iOS

Default Usage

Optional Parameters

Note: The SDKs for Android and iOS diverge quite a bit for this section, so some options are only applicable to iOS or Android. The defaults selected are those that provide the most consitency between both

Both
showConversationMenuButtonFor(Android/Ios) [default = true]

Enables a button in the navigation bar that enables users to view their active requests/converations or start a new one.

Android only
showContactUsButtonForAndroid [default = false]

This displays an additional button in the lower-right corner, similar to the button in the Android templates.

Enabled by default in the Android SDK, but disabled by default in this plugin for consitency with iOS.

withCategoriesCollapsedForAndroid [default = false]

This collapses the categories into their headers. The default behaviour on both Android and iOS is to show the first 5 of a category, and then has the option to expand further if more are available.

iOS only
showAsModalForIos [default = false]

This displays the helpcenter as a modal action sheet.

Filter the Help Center

Support SDK for Android / iOS

Per original SDKs, only one filter can be used at a time.

Filter by category

Filter by section

Filter by article label

Create a request

Styling

Support SDK for Android / iOS

Android

Configured via as detailed here.

Simple Styling

Zendesk offers 3 base themes that can be used or extended:

  • ZendeskSdkTheme.Light
  • ZendeskSdkTheme.Dark
  • ZendeskSdkTheme.Light
Example extending PnpZendeskSdkTheme.DarkActionBar

app/App_Resources/Android/AndroidManifest.xml

app/App_Resources/Android/values/styles.xml

iOS

The first 3 colors are used primarily on the ActionBar/StatusBar for the "new ticket" screen, as the Help Center uses the default ActionBar/StatusBar colors from the regular NativeScript setup.

These settings could affect the whole app, but are ignored by the regular NativeScript Views, but could potentially impact other 3rd part views. Likely you will set these to be the same as what is used in the rest of the app.

The settings within the theme object will only affect the Zendesk.

Contributions

Typings and iOS metadata have been included in the project to allow for easier usage.
Typings were autogenerated using:
https://github.com/NativeScript/android-dts-generator
https://docs.nativescript.org/runtimes/ios/how-to/Use-Native-Libraries
Although some manual changes had to be made by commenting-out types and setting to that NativeScript handles the conversions for, such as NSArray and .
Current typings/metadata were generated using version and ``[email protected]` of the Zendesk and Zendesk Provider SDKs.

Dumping typings...

iOS

From :

Android

From project root:

Sours: https://market.nativescript.org/plugins/nativescript-zendesk-sdk/

Now discussing:

Screenshots

Description

Zendesk Support for iOS is built for agents, team leads, and managers on the move. It's a fast and secure productivity tool that gives you visibility to your account in real time. Get ahead of the day and keep things running by bringing the right people, conversations, and information together. Support for iOS is available for iPhone and iPad, so you can access Zendesk whether you’re at your office or on the go!

Some of the key features you’ll find in the app:

// Focus on today
Get a snapshot of your ticket views to review volume, demand, and figure out what needs to be prioritized for your account.

// Search to find context on your customer
Have better insights while on the move, by viewing a customer’s profile to see tags, organizations, notes, requests, and more.

// Continue a conversation, or create new tickets
Add the right people to the conversation with @mentions, create new tickets and update assignee, CC, plus add Followers, tags, and any other fields while on the move.

// Get real-time notifications for critical updates
Real-time push notifications on critical customer updates, a list of activity on your tickets in the notification feed. Configure which notifications you receive by group and when you want them, by day and time.

// Run your business from the field
If you work in the field, we’ll keep your business running while on the move - take a photo or upload and view attachments to tickets, and get context with tags, notes, and important customer details in profiles.

// Track team performance
If you’re a manager, you can track current workload and see how your team is doing from the palm of your hand!

We love feedback, so if we can do something better, please tell us! Our mobile team read every support ticket. Send us feedback directly through the app in the Settings tab.

Zendesk builds software for better customer relationships. Zendesk Support is a beautifully simple system for tracking, prioritizing, and solving customer support tickets.

Learn more about Support and create a free account here: https://www.zendesk.com/support

Version 2.15.1

This release includes the ability to add a user with a phone number, view and edit custom user fields in the profile view, and some minor bug fixes and improvements.

Ratings and Reviews

Beautiful, simple, straightforward

You won't get any of the fancy reporting or play mode functionality in this app, but it works wonderfully well and intuitively to do the kinds of things that an agent might need to do on the move—and actually, the app is better off for its clean interface. If my boss texts over lunch break about a customer request, I can easily search and share their ticket, or send off a quick reply. Brilliant!

Thanks Maznoor - we're happy you're enjoying the app. Please keep the feedback coming!

Difficult to understand the UI but it’s ok once you get familiar with it

It took me a month or so to understand how to use this app but after I understand it, I see that it gets the job done.

For example: when you change any properties of a task, the changes are not written to the database immediately. Instead they are queued locally in the app. The changes only update back to the Zendesk server when you press an icon in the upper right corner that looks like a paper airplane. Since other apps use that icon to mean “send message” I thought that when I press that button it would send the message I type in the text box below. Well, actually it does exactly that if you typed something in the text box but if you didn’t type anything then it means “push property updates to server” instead of “send message”. It would be easier to understand if the properties for each task simply updated in Zendesk immediately when you edit them in the app. Alternatively, if you want to have the user confirm before updating properties, you could put “save” and “cancel” buttons at the top of the UIView that has the properties editing options. That would make the app much easier for new users to understand.

Thank you for your feedback. We'll take your feedback onboard to make improvements in our upcoming releases. Thanks for taking the time to let us know how we can improve!

Inconsistent with Web Macros

I've noticed a change in behavior when applying macros to a ticket that is inconsistent with the way macros are applied in the web portal.

On iOS, macro settings for applying a specific assignee or group do not actually take affect if applied from the app. Testing these macros in the web portal works as expected, applying the correct group and assignee. Tags are applied correctly, but the ticket is never actually transferred to the correct team/user.

This behavior began a few days ago, so it doesn't appear to be related to the most recent update unless I did indeed go that long without updating the app. I will continue testing and edit with a resolution if found.

The developer, Zendesk, indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy.

Data Not Linked to You

The following data may be collected but it is not linked to your identity:

  • Location
  • Identifiers
  • Usage Data
  • Diagnostics

Privacy practices may vary, for example, based on the features you use or your age. Learn More

Information

Seller
Zendesk, Inc.

Size
96 MB

Category
Business

Compatibility
iPhone
Requires iOS 13.0 or later.
iPad
Requires iPadOS 13.0 or later.
iPod touch
Requires iOS 13.0 or later.
Mac
Requires macOS 11.0 or later and a Mac with Apple M1 chip.
Languages

English, Arabic, Bulgarian, Czech, Danish, Dutch, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Norwegian Bokmål, Polish, Portuguese, Romanian, Russian, Simplified Chinese, Spanish, Swedish, Thai, Traditional Chinese, Turkish, Vietnamese

Age Rating
4+

Copyright
© 2016 Zendesk Inc.

Price
Free

Supports

  • Family Sharing

    With Family Sharing set up, up to six family members can use this app.

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Sours: https://apps.apple.com/us/app/zendesk-support/id1174276185


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