We are in the process of updating our Android app, which uses the Zendesk Android SDK to integrate Zendesk Conversations and Help features. These features are working correctly in Version 1 of our app, but they are not working in Version 2. Specifically, when we try to display a RequestListActivity screen, the log shows that Conversations are not enabled. We know they are enabled because we have an iOS version that is using them successfully.
Version 1 and Version 2 use the same initialization process, which inits Zendesk with the correct URL, AppId, and ClientID. We then create our Zendesk Identity. Once Zendesk receives the Identity it is supposed to validate it with our server before completing the authentication process. This is where Version 1 and Version 2 differ. In Version 1 we used a UUID to create the identity. However, our server has changed and now uses a Firebase token instead. This is the only implementation change between versions.
It appears that our server is not receiving the expected Android authentication requests from Zendesk, which indicates some issue with the authentication process. It is receiving them for our iOS app.
We do have a working iOS app and have compared notes with the iOS team. Our IDs and processes appear to match, but there likely is a difference that we're not seeing. Zendesk log messages do not show any information that leads us to the source of our issues.