Initialization issue without internet connection Zendesk Unity Package

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Nikita Kostuk

Publication le 16 avr. 2025

Hi, everyone! 

 

The current version of the Zendesk SDK does not allow initialisation without an active internet connection. As a result:

  • No popups or views are displayed when a user attempts to open the Zendesk chat while offline.
  • This behaviour differs from the previous version of the Classic SDK, which supported such functionality.

We expect the SDK to handle offline scenarios gracefully by displaying a relevant message or popup to inform the user that the chat cannot be accessed without an internet connection.

Could you please confirm if this is the intended behaviour in the Unity UPM package version 3.2.0? If so, is there a recommended approach to handle offline scenarios effectively?

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      Nikita Kostuk

      Hi Erica,
       

      I believe there might have been a misunderstanding regarding my issue. My concern is specifically related to the Zendesk Messaging SDK, which is the newer solution designed to provide support for end users.

      What you referred to seems to be the Zendesk Classic SDK, which is the older feature for user communication.

      To clarify, the issue I’m experiencing is with the Zendesk Messaging SDK version 3.2.0, which has been developed for the Unity game engine.
       

      Please let me know if you need any additional details to assist further.

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      Erica Girges

      Hi Nikita, 
       
      Are you still having this issue? There is network error handling on the user level already implemented. If you are still having this issue please let me know and I can pull you into a ticket to get a better look.

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