Stefano Giovanazzi

We have an issue on the new Zendesk SDK for Android. We're authenticating users using loginUser / logoutUser methods from the SDK (https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/android/advanced_integration/#authentication). Our tokens expire after 10 minutes, as specified in the docs (https://developer.zendesk.com/documentation/zendesk-web-widget-sdks/sdks/web/enabling_auth_visitors/#creating-a-jwt-token - "We recommend setting a reasonably short expiration time to mitigate risks if an end user's JWT is leaked.").

We also implemented 401 handling via the AuthenticationFailed event, creating a new token and calling loginUser method again.

On iOS, we see that when a chat is active, the AuthenticationFailed event is triggered in background when a token expires, if the user is writing on the chat. This allows the message not to be lost and everything to work appropriately.

On Android, we see that the "AuthenticationFailed" error is ONLY triggered when the user press "send" on the message. This cause the token to be renewed appropriately, but at the same time the message is lost and the user is forced to write it again.

We have no way of monitoring or intercepting this behavior. The only workaround may be to use higher expiration values for the tokens, but this does not solve the issue per se (what if the chat takes more than 10 minutes?).

At the following link please find the Charles track of the requests https://we.tl/t-39HHVLt8EH and following a video that shows the behavior.

 

Hi,

with the professional Suite, in the agent profile page, we cannot find the fields visible in the screenshot attached (where you can set Access grant, Role, etc). Can you help us?

Thank you,

Stefano