Elon (Yurii Martyniak)

Hi there.

When we respond to tickets submitted via the mobile SDK, users receive our replies; however, they do not receive push notifications about these responses.

We use iOS Mobile SDK version 8.0.2 

There are no any errors

Also, here is the code of SDK initialisation:

    private func `default`(customFields: [CustomField], customTags: [String] = []) -> UIViewController {
        setupZendesk(with: store.state)

        let requestConfig = RequestUiConfiguration()

        requestConfig.tags = makeDefaultTags() + customTags

        let deviceId = store.state.device.device?.id.rawValue ?? -1
        requestConfig.customFields = [
            CustomField(fieldId: CustomFieldId.deviceId, value: deviceId),
        ] + customFields

        let helpCenterUiConfig = HelpCenterUiConfiguration()

        let vc = HelpCenterUi.buildHelpCenterOverviewUi(withConfigs: [helpCenterUiConfig, requestConfig])

        let navigation = UINavigationController(rootViewController: vc)
        navigation.modalPresentationStyle = .fullScreen
        return navigation
    }

    private func setupZendesk(with state: Core.AppState) {
        guard let email = state.auth.email ?? state.support.email else {
            return
        }
        let username = state.user.properties?.name ?? ""
        let ident = Identity.createAnonymous(name: username, email: email)
        Zendesk.instance?.setIdentity(ident)

        guard let token = state.pushNotifications.token, let zendeskInstance = Zendesk.instance else { return }
        // PushProvider register method should be called with valid identity
        ZDKPushProvider(zendesk: zendeskInstance).register(
            deviceIdentifier: token.string,
            locale: state.localization.languageCode.rawValue
        ) { _, error in
            guard let error else { return }
            LogEventDataLoggerLocator.shared.log(
                LogEventData(
                    name: "Zendesk setup error",
                    category: .zendesk,
                    level: .error(.low),
                    message: "Zendesk couldn't register device",
                    error: error as NSError,
                    userInfo: [
                        .eventErrorDescription: .string(error.localizedDescription),
                        .eventErrorCode: .integer((error as NSError).code),
                    ]
                )
            )
            logDebug("Zendesk: Couldn't register device. Error: \(error)", category: .zendesk)
        }
    }

After investigation, I didn’t find any issues with the backend service that sends push notifications. Sending a push directly using the device’s Push Token works properly, and notifications are delivered on both Android and iOS.

Moreover, in the case of iOS, it seems that Zendesk webhooks are not reaching the backend at all. This suggests a potential issue either on Zendesk’s side or in our integration with Zendesk.

Some webhooks for iOS devices do reach us, but they contain invalid request bodies, such as:

{
    "devices": [
        {
            "identifier": "identifier_example",
            "type": "ios"
        }
    ],
    "notification": {
        "body": null,
        "title": null,
        "ticket_id": null
    }
}

We definitely need this feature without question.

Hi there.

We have an issue with Customer Context.

We are using Agent Workspace and when an agent tries to open it from Knowledge or from Side Conversation it stays open, but when they try to open it from Apps it is always hidden.

So the agent needs to click twice on it just to see the information.

Please fix it.

Hi Andriy,

We had the same problem and Zendesk support helped us a lot.
As they have mentioned, you will need to add Liquid code to the dynamic content for the HTML to render correctly. Liquid code is needed in the DC because our system uses a different rendering engine.
 
With that being said you can use the following code and it will render the HTML as intended. 
For example, just add {{‘Some text’}} at the beginning of your Dynamic content and it will work.

Best,
Yurii.