Michael

Latest update:

Thank you so much for alerting us to this issue! Our product development team has been made aware, but we are unable to offer a target date for resolution at this time. As a result, we will set this ticket to Solved.

Will do. I expect it will just be a new version of the SDK. Last I heard, devs are working on the issue.

Thanks for the response! I have a ticket opened with the support team now, and am told the dev team will look into it.

From what I can tell firebase distribution was doing the same thing that an app store update, or deploying from xcode would do. I was able to reproduce the issue via xcode deploy. I was also able to reproduce with sample app, the support team has now as well.

We are updating our iOS app to the latest version of the Zendesk Support SDK 6.0.0. We noticed that when updating from an old version of the app via Firebase App Distribution that we are unable to view the comments for any tickets we had viewed on the previous version (5.3.0). It just shows error "Failed to load comments". Tapping retry does nothing. The only way to view the comments is to reinstall the app completely. It appears the tickets/comments are being cached by the app, and there is some kind of incompatibility between the versions.

Will this issue impact App Store updates as well? We have paused our release because if our users can not see their previously viewed tickets, that is a huge problem.

Steps to reproduce:

1. install app with SDK 5.3.0
2. view ticket comments, success
3. update app to version with SDK 6.0.0
4. view ticket comments, error - "Failed to load comments"

The issue can also be reproduced when downgrading the SDK version:

1. install app with SDK 6.0.0
2. view ticket comments, success
3. update app to version with SDK 5.3.0
4. view ticket comments, error - "Failed to load comments"