We've made some cool updates to the Support SDK that I'd like to share with you. If you want the latest and greatest, upgrade to version 18.104.22.168 of the Support SDKs for Android, iOS, or the Unity plugin.
In this update we made the following updates:
- Integration with Pathfinder
- An API to check for unseen messages
- Up/down voting on articles
- Additional 'contact us' button configuration
- Removal of external ID option for anonymous users
- Deprecation of the Rate My App feature
Integration with Pathfinder
Pathfinder is an app that lets you see the articles and searches your user made just before and after they got in touch with you. If you are using the latest version of the Support SDK you'll now start seeing these actions when they happen in your mobile app.
This is a fantastic way to avoid repeating information to your customers multiple times, making it easier for your support team to give better answers the first time.
You can tell when an article or search happened in your app as it will be marked as via Support SDK. Take a look:
An API to check for unseen messages
If you use Support with push notifications, your customers get a nudge to read and reply to a ticket when your agent replies. If your user hasn't enabled push notifications you may want a way to flag to them if they've received a reply to a ticket.
In this update, you now have access to an API provider to check for unseen messages. Querying this provider will tell you whether your user's open requests have updates, and how many. You can use this information to show a flag or badge in your app.
Up/down voting on articles
Your users can now tell you whether the articles they read were useful or not, by up or down voting on them. You can view this information in the reporting section of your Support instance.
This is done using the simple interface below, which is customisable based on your app's theme. You can also turn this off if you don't want your users to vote on articles.
Additional 'contact us' button configuration
In this version of the Support SDK you can decide to show a 'contact us' button on articles and the article list, only on the article list, or not at all. This gives you more flexibility for different configurations, and particularly if you're showing articles in a standalone way.
Removal of external ID option for anonymous users
It is no longer possible to set an external ID for a user when you're using anonymous identification. If you are using this feature, we recommend that you update your app to use JWT authentication instead.
If you are using external ID and upgrade to v22.214.171.124 your customers may lose access to their open tickets.
Deprecation of the Rate My App feature
We'll be removing the Rate My App feature in a future update. In this update we've given your developers a heads up about that by adding a warning to the Support SDK. If you're using this feature, you'll get a build warning.
If you are already using Rate My App, it will continue to work unless you upgrade later to a version of the Support SDK that doesn't contain the feature or you disable it in your settings.
Find out more about this deprecation here.