ASAP for Mobile Platforms

Setting Up the SDK in Zoho Desk

The first step to including the ASAP add-on within your Android app is to create and register the add-on in Zoho Desk.

To create the add-on, perform the following steps.
  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.

A new section called Code Snippet appears. This section displays the Org ID, App ID, and Deployment type details of your app. These details are vital for initializing the ASAP SDK in your app.