• 공식 댓글

  Mick O'Donnell

  • 2021년 09월 17일 11:33

  Zendesk Product Manager

  Hi,

  I'm a product manager working on the mobile SDKs at Zendesk. Thank you for bringing this to our attention! We've prioritized an improvement in our SDKs to display the required instructions to the end user. This should satisfy this requirement from Google, and will ensure that we continue to remove any potential causes of friction in the Play Stores approval process for app submissions and updates. Once it is released, I will update this post directly with a link to the relevant SDK release notes.

  Kind regards,

  Mick

• Moleki

  • 2021년 08월 13일 07:29

  Do you have any update regarding this issue? The google review team is flagging this issue as a must fix.

• Eric Nelson

  • 2021년 08월 20일 13:09

  Zendesk Developer Advocacy

  Hey Jerome,

  I've brought this to the mobile team and we are investigating. Mind if I pull this conversation into a ticket so we can get some more info from you?

  Have a wonderful day!

  Eric Nelson | Manager - Developer Advocacy

• Moleki

  • 2021년 08월 20일 16:52

  Sure

• eric

  • 2021년 08월 30일 17:08

  Our apps are being affected by this issue as well. Has there been any additional development on this?

• Eric Nelson

  • 2021년 08월 31일 12:39

  Zendesk Developer Advocacy

  Hey @...,
  
  I've been working with the mobile team to get this addressed. Have you been in contact with the Google review team? If so, could you provide us a copy of these communications (I can pull this into a ticket to get that from you)? That might help me to get this prioritized higher. 
  
  Thanks!
  
  Eric

• eric

  • 2021년 08월 31일 18:03

  Hey Eric,

  This is the message Google sent regarding error messaging after denying permissions multiple times while trying to add attachments during ticket creation and to a pre-existing, open ticket.

   

  1. Must resolve before feature consideration:
     General Issues:

  1. In the event of a user selecting “Deny” more than once or “Don’t ask again” on Android 10 or earlier for a permission tied to a particular non-critical function, the app should let the user know why they cannot proceed with the desired function or action and instruct the user on what actions they must take to re-enable the desired function (i.e. direct the user to app settings and what to do at the app settings view).
     
     
     For more info: https://material.io/design/platform-guidance/android-permissions.html#denied-permissions
     https://developer.android.com/about/versions/11/privacy/permissions#dialog-visibility
     
     

  On our end we can handle adding additional messaging during ticket creation if the user has denied permissions reading external storage multiple times when clicking the attachments button. We own that UI. But for outstanding tickets that allow the user to attach items after creation, the UI is in Zendesk's control as far as we can see. 

  Thanks!

  Eric

• Eric Nelson

  • 2021년 08월 31일 18:19

  Zendesk Developer Advocacy

  Thanks Eric, I've just sent this over to the Mobile dev team. I'll touch base with you as soon as I get movement on it.

  Have a wonderful day!

  Eric Nelson | Manager - Developer Advocacy

• eric

  • 2021년 09월 09일 17:53

  Hi Eric,

  Has there been any status change on this? It's definitely going to affect featuring status on google play store if it's not resolved. 

  Thanks!

  Eric

• Eric Nelson

  • 2021년 09월 09일 19:01

  Zendesk Developer Advocacy

  Hey Eric,

  Sorry for the delay, I haven't heard back from the mobile-dev team on this yet. Let me nudge them and see if I can get an update.

  Have a wonderful day!

  Eric Nelson | Manager - Developer Advocacy

• Eric Nelson

  • 2021년 09월 16일 12:21

  Zendesk Developer Advocacy

  Hey Everyone,

  Just want to give a quick update. I've spoken with the mobile dev team and they're actively working on a release for this issue. I don't have an eta on the release yet, but should have some more details in the coming days.

  Thanks for your patience!

  Have a wonderful day!

  Eric Nelson | Manager - Developer Advocacy

• Quinlan Y

  • 2022년 06월 10일 05:07

  Hi, is there any update on this feature? It's important for our promotion.

• Mick O'Donnell

  • 2022년 06월 13일 13:30

  Zendesk Product Manager

  Hey folks,

  Just a quick update, we have now released a new version of the Support SDK (and the Chat SDK) to improve the handling of multiple permission request denials. The release notes are here:

  Added more information about the consequences of denying the request to access local storage.

  Please let us know if you have any further issues around this subject, and thanks again for your feedback on Community!

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