ASAP for Mobile Platforms

Displaying Help Components

Given below are the methods for displaying individual help components on the add-On UI. These methods display the components according to their default configuration and the settings configured in your Zoho Desk portal. The components in the default configuration vary according to the Zoho Desk edition in use. 

SDK Dashboard

The SDK dashboard is the screen through which end-users access your help center. This dashboard displays icons/buttons that provide access to your knowledge base, user community, customer support team (through the ticket submission form), tickets list (list of tickets submitted by users who are logged in), and live chat (to interact with a customer support agent in real time).

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

The following method displays the SDK dashboard.

MyApplication.deskInstance.startDeskHomeScreen(activity.this);

activity is the activity instance that triggers the SDK dashboard.

SDK Dashboard with overridded configuration

The following method displays the SDK dashboard with its configuration overridden.

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

activity is the activity instance that triggers the SDK dashboard.

In this example code snippet, the dashboard is configured such that the Community component is hidden.

You also have the option to not display the SDK dashboard on your app and still provide access to individual help components. The following methods help you display the individual components with their default configuration. 

Live Chat

Live chat is the component through which end-users can interact with a customer support agent in real time.

The following method displays the live chat component.

MyApplication.deskInstance.startLiveChat();

Help Center (Knowledge Base)

Help center is the component through which end-users can access help articles in your knowledge base

The following method displays the help center (knowledge base).

MyApplication.deskInstance.startHelpCenter(activity.this);

activity is the activity instance that triggers the knowledge base.

Submit Ticket

Submit Ticket is the screen through which end-users can submit their questions/requests as support tickets.

The following method displays the Submit Ticket Screen.

MyApplication.deskInstance.startNewTicket(activity.this); 

activity is the activity instance that triggers the Submit Ticket screen.

If you want your app to subscribe to the submit ticket event, use the following method, which includes an event callback.

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();
        }
    });

activity is the activity instance that triggers the Submit Ticket screen.

DeskAddTicketCallback is the callback object that sends ticket information when a ticket is submitted via the Submit Ticket screen.

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.

My Tickets

My Tickets is the screen through which end-users can access, track, and edit the tickets they submitted.

The following method displays the My Tickets screen.

MyApplication.deskInstance.startTickets(activity.this);

activity is the activity instance that triggers the My Tickets screen.

User Community

User community is the component through which end-users can access discussion forums and interact with other users for sharing knowledge.

The following method displays the user community.

MyApplication.deskInstance.startCommunity(activity.this);

activity The following method displays the user community.