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iOS Zendesk Support SDK 6.0.0 tickets "Failed to load comments"

Michael

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"

 

11 Comentarios

  • Greg Katechis
    Zendesk Developer Advocacy

    Hi Michael! I'm not familiar with Firebase's app distribution options, so I'm not sure if the distribution method of the app could be the root of the issue. Can you let me know if the issue persists when you deploy directly from Xcode to your device? Or even via Simulator...essentially just trying to narrow the problem down to the app, the SDK, or the distribution method. 

    I'm not able to reproduce this myself, so if you can reproduce this in a sample/demo app (see here for our demo apps), I'll create a private ticket so that we can gather more information about the issue.

    0
  • Michael

    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.

    1
  • Perksy Support

    Hi all,

    Wanted to note that we are experiencing the same issue as well. 

    @Michael would you be able to post the resolution here when Zendesk provides one? Would love to know what the fix is - thank you!

    0
  • Michael

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

    0
  • Michael
    • Editado

    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.

    0
  • Eric Nelson
    Zendesk Developer Advocacy
    Hey Michael,

    Apologies for the unclear messaging that you were given on this. The dev team has a card spun up for this and the priority was raised on it. What you should have been told is that this work is currently being scoped. Due to that they're unable to give a targeted date of the release which will include this fix. I've set myself a reminder to check in on this at the start of the next sprint. Once I have an update - I'll let you know. 

    Thanks for your patience! 
    1
  • Dmytro Solohub

    Hi 
    Do you have any updates on this ticket?

    0
  • Eric Nelson
    Zendesk Developer Advocacy
    Hi Dmytro, 

    At this time this work is still in the backlog. Once I've seen an update to the card - I'll update this thread. 
    0
  • Brandon Hawker

    Eric Nelson following up on this issue, I was also able to replicate from the bug going from SDK version 5.5 -> 6.0.

    Some more details on the issue:

    - Conversations that have at least one support agent comment on them do not load ("Failed to load comments").

    - Conversations that have just the end user comments do not surface the issue.

    As described in Michael's initial post this is effectively data loss from a user perspective during the SDK upgrade, and is a major problem. Can this be escalated?

    0
  • Brandon Hawker

    Upon further testing this may only be happening in one of our Zendesk projects/environments and not the other.

    0
  • Anastassia

    Hi! Our customers have also reported this issue. Can you please let me know what worked for you or if you were able to fix it? Thanks 

    0

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