SDK v2.0

Introduction

• Customer support team (to raise tickets or chat with support agents)
  
• Knowledge base (to access help articles)
  
• User community (to interact with other users of the app)
  

What this addition means for end-users is that they do not have to exit your app and visit your website or send an email to contact you for support. They can easily seek help right from within your app, thereby saving time and enjoying a superior customer experience.

If you are a current user of the ASAP SDK (versions up to 1.2.7), you need to migrate the existing code to use v2.0. For instructions on how to do this, please refer to the Migrating from v1.x to v2.0 section of this article.

Setting Up the SDK in Zoho Desk

1. In the Setup pane on the left, under ASAP, click the + button next to Mobile. The Create Mobile Add-On page appears.
   
   
   
2. Under Add-On Details, configure the following settings:
   
   1. Name: Name for the ASAP add-on. This name is only for reference; it does not appear anywhere on the app UI.
      
   2. Available for: Departments for which this ASAP add-on must be enabled
      
   3. Bundle ID: In the Android field, enter the bundle ID of your Android app. (Bundle ID is nothing but the applicationId of your Android app. You can retrieve this information from the app level build.gradle file.)
      
      Note: Bundle ID is mandatory for enabling Live Chat and sending push notifications.
      
   4. Live Chat: Toggle switch for enabling/disabling Live Chat.
      
      Note: The Live Chat component reflects the settings configured for the chat channel in your help desk portal. Therefore, any change required must be done via the Setup page in Zoho Desk.
      
   5. Push Notifications : Toggle switch for enabling/disabling push notifications. To enable push notifications, enter the GCM/FCM server key in the Enter GCM/FCM key field. (You can retrieve this key by accessing the following path in Firebase Console: Project Settings → Cloud Messaging → Server Key ).
      
      Note: JWT-based user authentication is mandatory for enabling notifications. Push notifications related to tickets are not sent to anonymous users.
      
   6. Authentication Method: User authentication setting for the add-on
      
      1. Anonymous - In this method, end-users are considered guest users. They can only submit tickets, view posts in the user community, and chat with a customer support agent. They cannot view the tickets they submitted or actively participate in the user community.
         
      2. JWT - In this method, end-users are considered authenticated users. In addition to the activities that guest users can perform, authenticated users can also view and track the status of the tickets they submitted, reply/comment to a ticket, and actively participate in the user community (with rights to perform actions, such as following a topic, adding a topic, and adding a comment to existing posts).
         
3. Click Save.
   

Integrating the SDK with Your App

repositories {
   jcenter()
   google()
   maven { url 'http://maven.zohodl.com/' }
}

Note: The ASAP SDK was developed using Android Architecture Components. Therefore, it is essential to include maven.google.com/google() in the app code.

1. 'com.zoho.desk:asapsdk:2.0.11' - ASAP SDK with default UI; includes Live Chat.
   
2. 'com.zoho.desk:asap:2.0.11' - ASAP SDK with default UI; does not include Live Chat.
   
3. 'com.zoho.desk:asap-api:2.0.11' - ASAP SDK without UI. Serves as the API provider.
   
   

dependencies {
   implementation 'com.zoho.desk:asapsdk:2.0.11'
}

• compileSdkVersion - 30
  
• supportLibVersion - 27.1.1
  
• minSdkVersion - 16
  
• targetSdkVersion - 30
  

-dontwarn com.squareup.okhttp.**
-keep class android.support.v7.widget.SearchView { *; }
-dontwarn okhttp3.**
-dontwarn okio.**
-dontwarn retrofit2.**
-dontwarn com.zoho.desk.**

Initializing the SDK in Your App

• Org ID
  
• App ID
  
• Datacenter
  

import android.app.Application;
import com.zoho.desk.asap.api.ZohoDeskPortalSDK;

public class MyApplication extends Application {
   public static ZohoDeskPortalSDK apiProvider;
   @Override 
   public void onCreate() {
      super.onCreate();
      ZohoDeskPortalSDK.Logger.enableLogs();
      apiProvider = ZohoDeskPortalSDK.getInstance(getApplicationContext());
      apiProvider.initDesk(orgId, appId, datacenterValue);
   }
}

Note

Datacenter values according to the deployment type are as follows:

CN - DataCenter.CN

EU - DataCenter.EU

US - DataCenter.US

IN - DataCenter.IN

AU - DataCenter.AU

Displaying Help Components

Note: The Live Chat module is not enabled by default in the SDK UI. You must first enable it in your Zoho Desk portal.

ZDPortalHome.show(MainActivity.this);

ZDPHomeConfiguration homeConfiguration = new ZDPHomeConfiguration.Builder()
.showKB(true)
.showMyTickets(true)
.showCommunity(true)
.showLiveChat(true)
.showNavDrawer(true).build();
ZDPortalHome.show(MainActivity.this, homeConfiguration);

ZDPortalChat.show(activity);

ZDPortalChatUser chatUser = new ZDPortalChatUser();
chatUser.setName(name);
chatUser.setEmail(email);
chatUser.setPhone(phone);
ZDPortalChat.setGuestUserDetails(chatUser);

ZDPortalKB.show(activity);

ZDPortalSubmitTicket.show(activity);

ZDPortalSubmitTicket.show(activity, new ZDPortalCallback.CreateTicketCallback() {
   @Override
   public void onTicketCreated(Ticket ticket) {
      //Ticket created
   }
   @Override
   public void onException(ZDPortalException e) {
      //Exception   
   }
} : null);

Note: If an authenticated user submits a ticket, all ticket details are sent to your app. If a guest user submits a ticket, only the ticket number is sent.

ZDPortalTickets.show(activity);

ZDPortalCommunity.show(activity);

Authenticating Users in the SDK

• Anonymous - In this type, end-users are considered guest users. They can only submit tickets, view posts in the user community, and chat with a customer support agent. They cannot view the tickets they submitted or actively participate in the user community.
  
• JWT - In this type, end-users are considered authenticated users. In addition to the activities that guest users can perform, authenticated users can also view the tickets they submitted and actively participate in the user community (with rights to perform actions, such as following a topic, adding a topic, and adding a comment to existing posts).
  

if(!MyApplication.deskInstance.isUserSignedIn()) { 
   MyApplication.deskInstance.setUserToken(userToken, new ZDPortalCallback.SetUserCallback() { 
      @Override
      public voidonUserSetSuccess() { 
         //User set success 
      } 
      @Override
      public voidonException(ZDPortalException e) { 
         //Exception 
      } 
   });
}

• userToken is the encrypted unique information that identifies the user (email address, for example).
  
• setUserToken is the function that inputs the user token of the user.
  
• callback is the ZDPortalCallback.SetUserCallback instance that will be called after userFetch is executed.
  

boolean isUserLoggedIn = MyApplication.deskInstance.isUserSignedIn();

Logging Users out from the SDK

MyApplication.deskPortalSDK.logout(new ZDPortalCallback.LogoutCallback() { 
   @Override 
   public void onLogoutSuccess() { 
      //User logged out 
   } 
   @Override 
   public void onException(ZDPortalException e) { 
   } 
});

Clearing Local Data

MyApplication.deskInstance.clearDeskPortalData();

Customizing the Add-On UI

ZDPortalConfiguration.setThemeResource(R.style.deskTheme_Light);

ZDPortalConfiguration.setThemeResource(R.style.deskTheme_Dark);

ZDPortalConfiguration.setThemeResource(R.style.deskTheme);

<style name="deskTheme" parent="deskTheme_Light">
   <!-- Customize your theme here. -->
   <item name="colorPrimary">@color/colorPrimary </item>
   <item name="colorPrimaryDark">@color/colorPrimaryDark </item>
   <item name="colorAccent">@color/colorAccent </item>
   <item name="android:fontFamily">@font/dosis_regular </item>
</style>

Note: If you do not use a custom font, the add-on displays the system font by default.

Changing Language Settings

ZDPortalConfiguration.setLanguage("en");

android {
    defaultConfig {
        ...
        resConfigs "en", "ta", "fi"
    }
}

Customizing UI Strings

1. In the strings.xml file of your app, include the keys that are relevant to the SDK UI. (For the list of keys supported, refer to the table below.)
   
2. Compile the code and verify.
   

Enabling Notifications

Note: Make sure that Push Notifications settings are configured in the ASAP add-on setup page on Zoho Desk.

MyApplication.deskInstance.enablePush("fcmId");

MyApplication.deskInstance.disablePush("fcmId");

ZDPortalConfiguration.handleNotification(Context context, Map data, int icon);

Programmatically Adding Tickets

ZDPortalTicketsAPI.createTicket(new CreateTicketCallback() {
   @Override
   public void onTicketCreated(Ticket ticket) {
   }
   @Override
   public void onException(ZDPortalException exception) {
   }
}, ticketData, params);

ZDPortalAPI.getDepartments(new ZDPortalCallback.DepartmensCallback() { 
   @Override 
   public void onDepartmentsDownloaded(DepartmentsList response) { 
   } 
   @Override 
   public void onException(ZDPortalException exception) { 
   } 
});

HashMap<String, String> options = new HashMap<>(); 
options.put("from", String.valueOf(1)); 
options.put("limit", String.valueOf(100)); 
options.put("departmentId", departmentId); 
ZDPortalAPI.getProductsList(new ZDPortalCallback.ProductsCallback() { 
   @Override 
   public void onProductsDownloaded(ProductsList productsList) { 
      productsMap.put(departmentId, productsList.getData()); 
      responseLiveData.setValue(productsList.getData()); 
   } 
   @Override 
   public void onException(ZDPortalException exception) { 
   } 
}, options);

ZDPortalTicketsAPI.getTicketFields(new TicketFieldsCallback() {
   @Override
   public void onTicketFieldsDownloaded(TicketFieldsList ticketFieldsList) {
   }
   @Override
   public void onException(ZDPortalException exception) {
   }
}, fieldsParams, "apiName");

ZDPortalTicketsAPI.uploadAttachment(new UploadAttachmentCallback() {
   @Override
   public void onAttachmentUploaded(ASAPAttachmentUploadResponse response) {
   }
   @Override
   public void onException(ZDPortalException exception) {
   }
}, fileTobeUploaded, null);

Knowledge Base

ZDPortalKB.showCategoryWithPermalink(activity, permaLink);

1. activity is the instance of the activity.
   
2. permalink is the URL of the knowledge base category.
   

ZDPortalKB.showArticleWithPermalink(activity, permaLink);

1. activity is the instance of the activity.
   
2. permalink is the URL of the help article.
   

Community

ZDPCommunityConfiguration communityConfiguration = new ZDPCommunityConfiguration(); 
communityConfiguration.setTopicEditAllowed(false); 
communityConfiguration.setTopicDeleteAllowed(false); 
communityConfiguration.setReplyAllowed(true); 
communityConfiguration.setReplyEditAllowed(true); 
communityConfiguration.setReplyDeleteAllowed(false); 
ZDPortalCommunity.setConfiguration(communityConfiguration);

HashMap<String, String> params = new HashMap<>();
params.put("from", "1");
params.put("limit", "5");
ZDPortalCommunityAPI.getMostPopularTopics(new ZDPortalCallback.CommunityTopicsCallback() {
      @Override
      public void onCommunityTopicsDownloaded(DeskTopicsList deskTopicsList) {
      }
      @Override
      public void onException(ZDPortalException e) {
      }
}, params);

1. categoryId - string - ID of the community category from which the topics must be fetched. If you want to include all categories, pass the value null.
   
2. filterType - string - Type of forum topic. Values allowed are: QUESTION, IDEA, ANNOUNCEMENT, PROBLEM , and DISCUSSION.
   
3. from - int - Index number, starting from which the topics must be fetched. Value starts from 1.
   
4. limit - int - Number of topics to fetch
   
5. includeCount - Boolean - Parameter that specifies whether the number of topics fetched must be displayed or not
   

HashMap<String, String> params = new HashMap<>();
params.put("from", "1");
params.put("limit", "5");
ZDPortalCommunityAPI.getMostDiscussedTopics(new ZDPortalCallback.CommunityTopicsCallback() {
   @Override
   public void onCommunityTopicsDownloaded(DeskTopicsList deskTopicsList) {
   }
   @Override
   public void onException(ZDPortalException e) {
   }
}, params);

1. categoryId - string - ID of the community category from which the topics must be fetched. If you want to include all categories, pass the value null.
   
2. filterType - string - Type of forum topic. Values allowed are: QUESTION, IDEA, ANNOUNCEMENT, PROBLEM, and DISCUSSION.
   
3. from - int - Index number, starting from which the topics must be fetched. Value starts from 1.
   
4. limit - int - Number of topics to fetch
   
5. includeCount - Boolean - Parameter that specifies whether the number of topics fetched must be displayed or not
   

Tickets

ZDPortalSubmitTicket.setTicketsFieldsListTobeShown(ticketListTobeShown, deptId);

1. ticketListTobeShown - List of strings (apiName of the Ticket Fields)
   
2. deptId - ID of the department for which you want to configure the Ticket Fields list.
   

ZDPortalSubmitTicket.preFillTicketFields(preFillTicketFields, deptId);

1. preFillTicketFields - List of PreFillTicketField objects
   
2. deptId - ID of the department for which you want to configure the Ticket Fields list.
   

1. fieldApiName - string - apiName of the ticket field. You can retrieve the apiName of each field using the getTicketFields() method.
   
2. fieldValue - object
   
   1. For multiselect fields, pass the values allowed, as a list of strings.
      
   2. For pick list fields, pass one of the values allowed, as a string.
      
   3. For date fields, pass the value as a string in the dd-MM-yyyy format.
      
   4. For dateTime fields, pass the value as a string in the dd-MM-yyyy HH:mm a format.
      
   5. For Boolean fields, pass a Boolean value.
      
   6. For all other field types, pass the values as string objects.
      
   7. Make sure that the values you pass adhere to the maxlength and decimal restrictions defined for the field.
      
3. isEditable - Boolean - Key that defines if the value in the field is editable or not
   

Note: For more clarity, refer to the sample code here .

ZDPTicketConfiguration ticketConfiguration = new ZDPTicketConfiguration(); 
ticketConfiguration.setReplyAllowed(false); 
ticketConfiguration.setCommentAllowed(true); 
ticketConfiguration.setTicketUpdateAllowed(true); 
ticketConfiguration.setCommentEditAllowed(false); 
ticketConfiguration.setCommentDeleteAllowed(false); 
ZDPortalTickets.setConfiguration(ticketConfiguration);

Others

HashMap<String, String> params = new HashMap<>();
params.put("timeZone", "asia/kolkatta");
ZDPortalAPI.updateProfileDetails(new ZDPortalCallback.UserDetailsCallback() {
   @Override
   public void onUserDetailsSuccess(DeskUserProfile userProfile) {
   }
   @Override
   public void onException(ZDPortalException exception) {
   }
}, params);

SDK Logging

ZohoDeskPortalSDK.Logger.enableLogs();

Note: Some debug information related to the SDK is stored in logcat. Therefore, make sure that enableLogs() does not exist in the release build.

Release Notes

• Provided support for having a multilingual Knowledge Base. 
  
• Included Conditional Layouts and Ticket Templates in the Add Ticket module.
  
• Added an API provider as a separate lightweight framework containing all APIs available. You can build a custom UI and incorporate the APIs into it.  

SDK v1.0

Introduction

• Customer support team (to raise tickets or chat with support agents)
  
• Knowledge base (to access help articles)
  
• User community (to interact with other users of the app)
  

Setting Up the SDK in Zoho Desk

1. Go to this path in Zoho Desk: Setup → Channels → ASAP.
   
2. In the Setup pane on the left, under ASAP, click the + button next to Mobile. The Create Mobile Add-On page appears. 
   
   
   
3. Under Add-On Details, configure the following settings:
   
   • Name: Name for the ASAP add-on. This name is only for reference; it does not appear anywhere on the app UI.
     
   • Available for: Departments for which this ASAP add-on must be enabled
     
   • Bundle ID: In the Android field, enter the bundle ID of your Android app. (Bundle ID is nothing but the applicationId of your Android app. You can retrieve this information from the app level build.gradle file.)
     
     Note: Bundle ID is mandatory for enabling Live Chat and sending push notifications.
     
   • Live Chat:Toggle switch for enabling/disabling Live Chat.
     
     Note: The Live Chat component reflects the settings configured for the chat channel in your help desk portal. Therefore, any change required must be done via the Setup page in Zoho Desk.
     
   • Push Notifications :Toggle switch for enabling/disabling push notifications. To enable push notifications, enter the GCM/FCM server key in the Enter GCM/FCM key field. (You can retrieve this key by accessing the following path in Firebase Console: Project Settings → Cloud Messaging → Server Key).
     
     Note: JWT-based user authentication is mandatory for enabling notifications. Push notifications related to tickets are not sent to anonymous users.
     
   • Authentication Method: User authentication setting for the add-on
     
     • Anonymous - In this method, end-users are considered guest users. They can only submit tickets, view posts in the user community, and chat with a customer support agent. They cannot view the tickets they submitted or actively participate in the user community.
       
     • JWT - In this method, end-users are considered authenticated users. In addition to the activities that guest users can perform, authenticated users can also view and track the status of the tickets they submitted, reply/comment to a ticket, and actively participate in the user community (with rights to perform actions, such as following a topic, adding a topic, and adding a comment to existing posts). 
       
4. Click Save.
   

Integrating the SDK with Your App

repositories {
   jcenter()
   maven { url 'https://maven.google.com/' }
   maven { url 'http://maven.zohodl.com/' }
}

Note: The ASAP SDK was developed using Android Architecture Components. Therefore, it is essential to include maven.google.com in the app code.

dependencies {
   compile 'com.zoho.desk:asapsdk:1.2.8'
}

• compileSdkVersion - 30
  
• supportLibVersion - 26.1.0
  
• minSdkVersion - 16
  
• targetSdkVersion - 30
  

-keep class com.zoho.** {*;}
-keep interface android.support.v7.** { *; }
-keep class android.support.v7.** { *; }
-keep interface android.support.v4.** { *; }
-keep class android.support.v4.** { *; }
-keepattributes Signature
-keepattributes Annotation
-keep class okhttp3.* { *; }
-keep interface okhttp3.* { *; }
-dontwarn okhttp3.**
-dontwarn okio.**
-dontwarn com.zoho.accounts.**
-dontwarn com.squareup.okhttp.**
-dontwarn okio.**
-dontwarn retrofit2.**

Initializing the SDK in Your App

• Org ID
  
• App ID
  
• Datacenter
  

import android.app.Application;
import com.zoho.deskportalsdk.DeskConfig;
import com.zoho.deskportalsdk.ZohoDeskPortalSDK;

public class MyApplication extends Application {
    public static ZohoDeskPortalSDK deskInstance;
    @Override
    public void onCreate() {
        super.onCreate();
        ZohoDeskPortalSDK.Logger.enableLogs();
        DeskConfig config = new DeskConfig.Builder().build();
        deskInstance = ZohoDeskPortalSDK.getInstance(this);
        deskInstance.initDesk(orgId, appId, dataCenterValue, config);
    }
}

Datacenter values according to the deployment type are as follows :

CN - DataCenter.CN

EU - DataCenter.EU

US - DataCenter.US

IN - DataCenter.IN

Displaying Help Components

Note: Live chat is not enabled by default in the SDK UI. You must first enable live chat in your Zoho Desk portal.

MyApplication.deskInstance.startDeskHomeScreen(activity.this);

DeskConfig deskConfig = new DeskConfig.Builder().showCommunity(false).build();
MyApplication.deskInstance.startDeskHomeScreen(activity.this, deskConfig);

MyApplication.deskInstance.startLiveChat();

MyApplication.deskInstance.startHelpCenter(activity.this);

MyApplication.deskInstance.startNewTicket(activity.this);

MyApplication.deskInstance.startNewTicket(activity.this, new DeskCallback.DeskAddTicketCallback() {
     @Override
     public void onTicketAdded(DeskTicketResponse deskTicketResponse) {
         Toast.makeText(MainActivity.this, "onTicketAdded", Toast.LENGTH_SHORT).show();
     }

     @Override
     public void onException(DeskException e) {
         Toast.makeText(MainActivity.this, "onException", Toast.LENGTH_SHORT).show();
     }
 });

Note: If an authenticated user submits a ticket, all ticket details are sent to your app. If a guest user submits a ticket, only the ticket number is sent.

MyApplication.deskInstance.startTickets(activity.this);

MyApplication.deskInstance.startCommunity(activity.this);

Authenticating Users in the SDK

• Anonymous - In this type, end-users are considered guest users. They can only submit tickets, view posts in the user community, and chat with a customer support agent. They cannot view the tickets they submitted or actively participate in the user community.
  
• JWT - In this type, end-users are considered authenticated users. In addition to the activities that guest users can perform, authenticated users can also view the tickets they submitted and actively participate in the user community (with rights to perform actions, such as following a topic, adding a topic, and adding a comment to existing posts).
  

if(!isUserLoggedIn) {
    MyApplication.deskInstance.setUserToken("userToken", new DeskCallback.DeskSetUserCallback() {
        @Override
        public void onUserSetSuccess() {
        }
        @Override
        public void onException(DeskException exception) {
        }
    });
} else{
    //User already signed into SDK
}

• userToken is the encrypted unique information that identifies the user (email address, for example).
  
• setUserToken is the function that inputs the user token of the user. 
  
• callback is the DeskCallback.DeskSetUserCallback instance that will be called after userFetch is executed.
  

boolean isUserLoggedIn = MyApplication.deskInstance.isUserSignedIn();

MyApplication.deskInstance.removeUser(new DeskCallback.DeskRemoveUserCallback() {
    @Override
    public void onUserRemoveSuccess() {
        //user removed from SDK.
    }

    @Override
    public void onException(DeskException exception) {
    }
});

Clearing Local Data

MyApplication.deskInstance.clearDeskPortalData();

Hiding Help Components

DeskConfig config = new DeskConfig.Builder().showHelpCenter(false).build();

DeskConfig config = new DeskConfig.Builder().showCreateTicket(false).build();

DeskConfig config = new DeskConfig.Builder().showMyTickets(false).build();

DeskConfig config = new DeskConfig.Builder().showCommunity(false).build();

DeskConfig config = new DeskConfig.Builder().showNavDrawer(false).build();

Note: You must send the configuration object in the deskInstance.initDesk function. For more details, refer to the Initializing the SDK in Your App section of this document. 

Customizing the Add-On UI

deskInstance.setThemeResource(R.style.deskTheme_Light);

deskInstance.setThemeResource(R.style.deskTheme_Dark);

MyApplication.deskInstance.setThemeResource(R.style.deskTheme);

<style name="deskTheme" parent="deskTheme_Light">
   <!-- Customize your theme here. -->
   <item name="colorPrimary">@color/colorPrimary </item>
   <item name="colorPrimaryDark">@color/colorPrimaryDark </item>
   <item name="colorAccent">@color/colorAccent </item>
   <item name="android:fontFamily">@font/dosis_regular </item>
</style>

Note: If you do not use a custom font, the add-on displays the system font by default.

Changing Language Settings

DeskConfig config = new DeskConfig.Builder().setLanguage("de").build();

Customizing UI Text

1. In the strings.xml file of your app, include the keys that are relevant to the SDK UI. (For the list of keys supported, refer to the table below.)
   
2. Compile the code and verify.
   

Enabling Notifications

Note: Make sure that Push Notifications settings are configured in the ASAP add-on setup page on Zoho Desk.

MyApplication.deskInstance.enablePush("fcmId");

MyApplication.deskInstance.disablePush("fcmId");

MyApplication.deskInstance.handleNotification(Context context, Map data, int icon);

Displaying Details of Anonymous Users to Agents

DeskUser user = new DeskUser();        
user.setEmail(email);        
user.setPhone(phone);        
user.setName(name);        
MyApplication.deskInstance.setGuestUserDetails(user);

Programmatically Adding Tickets

DeskNewTicketData ticketData = new DeskNewTicketData();
ticketData.setEmail("emailAddress@test.com");
ticketData.setContactName("ContactName");
ticketData.setDepartmentId(departmentId);
ticketData.setSubject("Subject of the Ticket");
ticketData.setDescription("Description of the ticket");

MyApplication.deskInstance.addGuestTicket(ticketData, new DeskCallback.DeskAddGuestTicketCallback() {
      @Override
      public void onTicketAdded() {
            Log.i("APITEST", "addGuestTicket success ");
      }
      @Override
      public void onException(DeskException exception) {
            Log.i("APITEST", "addGuestTicket exception "+exception.getErrorMsg());
      }
});

MyApplication.deskInstance.getDepartmentsList(new DeskCallback.DeskDepartmentsCallback() {
  @Override
  public void onDepartmentsLoaded(DeskDepartmentsList response) {
        Log.i("APITEST", "getDepartmentsList success ");
  }
  @Override
  public void onException(DeskException exception) {
        Log.i("APITEST", "getDepartments exception "+exception.getErrorMsg());
  }
});

public void getProducts(View view) {
  MyApplication.deskInstance.getProductsList(new DeskCallback.DeskProductsCallback() {
        @Override
        public void onProductsCompleted(DeskProductsList response) {
              Log.i("APITEST", "getProducts success");
        }
        @Override
        public void onException(DeskException exception) {
              Log.i("APITEST", "getProducts exception "+exception.getErrorMsg());
        }
  }, departmentId,1,10);
}

public void getTicketsFields(View view) {
  MyApplication.deskInstance.getTicketsFieldsList(new DeskCallback.DeskTicketsFieldsCallback() {
        @Override
        public void onTicketsFieldsLoaded(DeskTicketFieldList response) {
              Log.i("APITEST", "getTicketsFieldsList success");
        }
        @Override
        public void onException(DeskException exception) {
              Log.i("APITEST", "getTicketsFieldsList exception "+exception.getErrorMsg());
         }
  }, departmentId);
}

MyApplication.deskInstance.uploadAttachment(new DeskCallback.DeskUploadAttachmentCallback() {
      @Override
      public void onUploadSuccess(DeskUploadAttachmentResponse response) {
            Log.i("APITEST", "uploadAttachment success "); 
      }
      @Override
      public void onException(DeskException exception) {
            Log.i("APITEST", "uploadAttachment exception "+exception.getErrorMsg());
      }
}, fileTobeuploaded);

Knowledge Base

MyApplication.deskInstance.startKBCategory(activity, permalink);

• Activity is the instance of the activity.
  
• Permalink is the URL of the knowledge base category.
  

MyApplication.deskInstance.startKBArticle(activity, permalink);

1. Activity is the instance of the activity.
   
2. Permalink is the URL of the help article.
   

Community

ZDeskCommunityConfiguration communityConfiguration = new ZDeskCommunityConfiguration();
communityConfiguration.setTopicEditAllowed(false);
communityConfiguration.setTopicDeleteAllowed(false);
communityConfiguration.setReplyEditAllowed(false);
MyApplication.deskInstance.setCommunityConfiguration(communityConfiguration);

MyApplication.zohoDeskPortalSDKInstnace.getMostPopularTopics(new DeskCallback.DeskCommunityTopicsListCallback() {
   @Override
   public void onTopicsListCompleted(DeskTopicsList response) {
       Log.i("APITEST", "success");
   }
   @Override
   public void onException(DeskException exception) {
       Log.i("APITEST", "exception");
   }
}, categoryId, type, from, limit, includeCount);

1. DeskCallback.DeskCommunityTopicsListCallback is the callback object.
   
2. categoryId - long - ID of the community category from which the topics must be fetched. If you want to include all categories, pass the value "-1". 
   
3. type - string - Type of forum topic. Values allowed are: QUESTION, IDEA, ANNOUNCEMENT, PROBLEM, and DISCUSSION.
   
4. from - int - Index number, starting from which the topics must be fetched. Value starts from 1.
   
5. limit - int - Number of topics to fetched
   
6. includeCount - Boolean - Parameter that specifies whether the number of topics fetched must be displayed or not
   

MyApplication.zohoDeskPortalSDKInstnace.getMostDiscussedTopics(new DeskCallback.DeskCommunityTopicsListCallback() {
    @Override
    public void onTopicsListCompleted(DeskTopicsList response) {
        Log.i("APITEST", "success");
    }

    @Override
    public void onException(DeskException exception) {
        Log.i("APITEST", "exception");
    }
}, categoryId, type, from, limit, includeCount);

1. DeskCallback.DeskCommunityTopicsListCallback is the callback object.
   
2. categoryId - long - ID of the community category from which the topics must be fetched. If you want to include all categories, pass the value "-1". 
   
3. type - string - Type of forum topic. Values allowed are: QUESTION, IDEA, ANNOUNCEMENT, PROBLEM, and DISCUSSION.
   
4. from - int - Index number, starting from which the topics must be fetched. Value starts from 1.
   
5. limit - int - Number of topics to fetch
   
6. includeCount - Boolean - Parameter that specifies whether the number of topics fetched must be displayed or not
   

Tickets

1. fieldApiName - string - apiName of the ticket field. You can retrieve the apiName of each field using the getTicketFields() method.
   
2. fieldValue - object
   
   • For multiselect fields, pass the values allowed, as a list of strings.
     
   • For pick list fields, pass one of the values allowed, as a string.
     
   • For date fields, pass the value as a string in the dd-MM-yyyy format.
     
   • For dateTime fields, pass the value as a string in the dd-MM-yyyy HH:mm a format.
     
   • For Boolean fields, pass a Boolean value.
     
   • For all other field types, pass the values as string objects.
     
   • Make sure that the values you pass adhere to the maxlength and decimal restrictions defined for the field.
     
3. isEditable - Boolean - Key that defines if the value in the field is editable or not
   

Note: For more clarity, refer to the sample code here.

ZDeskTicketConfiguration ticketConfiguration = new ZDeskTicketConfiguration();
ticketConfiguration.setReplyAllowed(false);
ticketConfiguration.setTicketUpdateAllowed(false); //Ticket update will affect for Ticket close and Priority update
ticketConfiguration.setCommentAllowed(true);
ticketConfiguration.setCommentEditAllowed(false);
ticketConfiguration.setCommentDeleteAllowed(false);
MyApplication.deskInstance.setTicketConfiguration(ticketConfiguration);

Others

HashMap<String, String> profileData = new HashMap<>();
profileData.put("displayName", "displayName");
profileData.put("mobile", "123456");
MyApplicaiton.zohoDeskPortalSDKInstnace.updateProfile(profileData, new DeskCallback.DeskUpdateProfileCallback() {
    @Override
    public void onProfileUpdated(JSONObject jsonObject) {
        Log.i("UpdateProfile", "Success");
    }

    @Override
    public void onException(final DeskCallback.DeskException exception) {
        Log.i("UpdateProfile", "Exception");
    }
});

1. HashMap <String, String> data - Key and value pair. Keys included are: twitter, phone, facebook, name, displayName, mobile, countryLocale, and timeZone. 
   
2. DeskCallback.DeskUpdateProfileCallback - Callback object
   

SDK Logging

ZohoDeskPortalSDK.Logger.enableLogs();

Note: Some debug information related to the SDK is stored in logcat. Therefore, make sure that enableLogs() does not exist in the release build.

Release Notes

• Introduced an API that helps update user details. For more details click here.
  
• Added the provision to enable/disable user actions in the ticket submission screen. For more details, click here
  

• Fixed an issue that caused logout failure in some cases.
  

• Started displaying the permission dialog during users' first attempt to access phone storage through the app/add-on.
  

• Fixed issues identified.
  

• Introduced methods that help custom-configure the fields in the Submit Ticket screen. For more details, check here.
  
• Included the All option in the sub-forum filter in the Community module.
  
• Enabled deep-linking for knowledge base categories. For more details, check here.
  
• Added the provision to enable/disable user actions in the Community module. For more details, check here.
  

• Added the Discussion topic type to the Community module.
  
• Fixed an issue related to the search functionality in the Community module. (If you are a new user starting out with this version of the SDK, you do not have to make any changes to overcome this issue. But if you are upgrading from the previous version of the SDK and have enabled JWT-based authentication in your Zoho Desk portal, make sure to regenerate the user token after upgrading. Check here in the demo application. No functionality or features will be impacted for end-users.)
  

• Introduced rich text formatting for ticket comments.
  
• Implemented threaded comments for forum topics in the user community.
  
• Implemented comment actions for comments on forum topics.
  
• Implemented search feature within the user community.
  
• Introduced event callbacks. For more deatils, check here.
  
• Added APIs related to community categories, most popular topics, and most discussed topics. For more details, check here.
  
• Added a method that launches the topic detail screen when a topic ID is passed.
  

• Added the Follow option for categories in the Community module. This option will be displayed only for authenticated users.
  

• Fixed an issue that caused an app crash if the app contained the androidx dependency.
  

• Enabled support for the Indian data center. To host your ASAP add-on on this datacenter, pass the value of the data center key as DataCenter.IN while initializing the SDK.
  
• Included a new method that launches the add-on dashboard with its configuration overridden. For more details, check here
  
• Added the from and limit parameters to the API related to products. The from parameter denotes the index number of the resource and the limit parameter denotes the number of resources to return. If these two parameters are not passed in the API request, the first 10 products are returned, by default.
  

• Enabled push notifications for the following ticket actions:
  
  • Agent creates a ticket on behalf of the user.
    
  • Agent sends a new ticket response.
    
  • Priority of the ticket is changed.
    
  • Status of the ticket is changed.
    
  • A new comment is added to a ticket.
    
  • A ticket comment is edited.
    
• Introduced a callback method for the Submit Ticket screen. Through this method, the ASAP add-on can be configured such that ticket details are sent to the app immediately after a ticket is submitted.
  

• Fixed an issue that caused an app crash if the user tried to load Knowledge Base articles that exceeded 2 MB in size.
  

• Rectified a critical configuration issue that gave other apps access to files stored in the internal directory of apps containing the Zoho Desk Portal SDK.
  

Migrating from v1.x to v2.0

Integrating the SDK with Your Android App

Build Configuration details

Initialization Code

Displaying Help Components

Authenticating Users in the SDK

Logging Users out from the SDK

Customizing the Add-On UI

Changing Language Settings

Enabling Notifications

Programmatically Adding Tickets

Knowledge Base

Community

Tickets

Others