Using the Mobile SDK to embed customer service in your app Follow

Comments

16 comments

  • Avatar
    Makenzie Wells

    @jessie - can you share any apps that are using the mobile/web SDKs today? I'd love to see these in action.

  • Avatar
    Paul Lawless

    Hi Makenzie,

    You can check out the SDK functionality via our sample app - Remember The Date, which is available for download in both the Apple App Store and the Android Play Store.

    You can also find links to examples from Getaround, Gree and Switkey under the "See our SDK at work" section on this page:
    https://www.zendesk.com/embeddables/

  • Avatar
    Stephen Hudson

    I really would like to see both sides of a working example of a JWT authentication process, I have a ASP script working for the web widget working I got it from here https://support.zendesk.com/hc/en-us/articles/203663856-Configure-Zendesk-for-your-Active-Directory-Microsoft-environment
    however I cannot figure out who to implement the same script in our mobile app as there doesn't seem to be a way to web redirect back into the app, is there something I could look at to get me on the right path?

  • Avatar
    Barry Carroll

    Hi Stephen,

    We have some docs on the developer site to help. Both include some information on the server-side requirements

    Android
    iOS

    Here is a diagram showing the flow. Note that we expect a 200 response. We're using JWT, but this isn't JWT SSO.

    Thanks,
    Barry.

  • Avatar
    Stephen Hudson

    Thanks been reading that over but was really hoping they had some workable examples of what that looks serverside wise starting to think I'm just in over my head here.

  • Avatar
    Barry Carroll

    Hi Stephen,

    You should be able to reuse most of the script.

    Rather than redirecting, the mobile app expects a 200 response with the jwt as a part of the body rather than a URL parameter.

    {
      "jwt": "<your_jwt_token_response>"
    }
    

    We need iat, jti, name and email in the JWT.

  • Avatar
    Stephen Hudson

    Awesome Thanks I managed to get the 200 response coming back when I test the .asp in a web browser, now I just need to figure out how to pass the authentication to IIS in the form of the user_token there's no way to have it auth the POST in a different way is there?

  • Avatar
    Barry Carroll

    Hi Stephen,

    The user_token will be POSTed to the endpoint you define by us. If you look at 2) in the diagram above you'll see how that part of the flow works.

    1) You'll set a JWT identity in the iOS / Android code
    2) The SDK will send the JWT identity to the Zendesk Server
    3) The Zendesk server will POST it to you as a user_token to your endpoint
    4) You locate the user
    5) The JWT is passed back to Zendesk
    6) Zendesk generates an access token and send back to the SDK.

    I hope this helps!
    Barry.

  • Avatar
    Stephen Hudson

    Understand that part it's getting the endpoint to accept the user_token like the web portal jwt I'm just using iis basic authentication with asp but how to get the iis to understand the user_token I am sending it as basic authentication credentials.

  • Avatar
    Barry Carroll

    Hi Stephen,

    We require that the JWT endpoint is not behind basic auth because our servers need to be able to communicate with it. You would need to tell IIS to not require basic auth on the your JWT endpoint.

    Thanks,
    Barry.

  • Avatar
    Amie Barder

    Are there any plans to allow the mobile SDK to provide contextual support (ie. depending on the page you're on in-app, you'll be served up some suggested KB articles, along with the option to search).

  • Avatar
    Michael Lanius

    That's a great question, Amie!  The SDK has the capability to search for content or to provide suggested articles using the SDK Providers (iOS or Android) feature.  As an example, to pull suggested articles in an iOS app, you could use this code snippet to include these articles.

    I hope this helps, Amie!

  • Avatar
    Ed Ball (Edited )

    Where does one pass the brand name in the sdk. We have it working, but tickets are coming in as the default zendesk brand and not the brand we are using it for. Where am i missing this.

  • Avatar
    Mathew Cropper

    Hi @eball! You set the brand when you initialise the Support SDK. Docs for this are below:

  • Avatar
    Alexandra Coote

    Hi there, 

     

    It would be great if you would offer the option to filter departments in the chat SDK to display only specific departments.  We are using a White Label service and have new departments set up specifically for it and have no way of making this work with multiple departments at this time which is a shame as we can do this on the API for our website.  It's just our apps that we are struggling with.  What we have had to do instead is remove the departments and have all chats coming in to a General chat line for all types of queries and hiding all departments which have another brand on. 

     

    Best

    Alex

  • Avatar
    Mathew Cropper

    Hi Alexandra! Thanks for the feedback.

    Improving the experience of using departments is something I want to look at for the Chat SDK, and is something we're planning to tackle later this year. I'll keep your feedback and use case to hand for when we kick off the work on that.

    One option you could look at would be to build your own UI, thereby allowing you to specify the departments that appear in your pre-chat form. This is more work than using the out of the box UI, of course, but gives you much greater control. We built the demo of using a custom UI in a couple of days, so it's achievable if you have developer time to focus on it. The demo for iOS is here.

    I'm sorry the Chat SDK doesn't meet your needs right now, but thank you for taking the time to give me your feedback. It means a great deal, and this kind of info is useful when it comes to making feature decisions for this SDK later down the line.

Please sign in to leave a comment.

Powered by Zendesk