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Unable to add any sort of private metadata to tickets in new SDKs?

  • April 1, 2023
  • 7 replies
  • 0 views
Seth12

It doesn't seem there is a way to add additional data to tickets being requested by the new versions of the SDK?

While I know this post is outdated: https://developerblog.zendesk.com/adding-metadata-to-tickets-created-by-the-mobile-sdk-4b0751610bb3

It shows that they're used to be a way to append additional (useful) text. 

Also, all the example apps and docs show adding extra custom fields (like device_version) but the only/counterintuitive way to turn those on is to let users edit them which means they show up as optional on the web site when submitting a ticket. 

Any help or guidance would be appreciated. 

Thank you! 

 

      7 replies

      Greg29
      • Greg29
      • April 3, 2023

      Hi Seth! You are correct that there isn't a way to do this, however I did see that our SDK team is currently investigating use cases for this. I'll pass this along to them to see if they have any follow-up that they want to run by you.

        Seth12
        • Seth12
        • Author
        • April 4, 2023

        thanks for getting back to me @greg29! based on the docs, the SDK, etc - I believe the intent of custom fields is to support this...however, the fact that the Zendesk API considers the authenticated mobile client SDK as a "customer" is what's causing the issue

        the ideal/expected use case based off everything I've read from Zendesk could be: 

        1. create custom field in zendesk dash 
        2. make custom field private / only editable to admins 
        3. let mobile SDKs send values for those fields 

        could/should be that simple I think..I also know there used to be a private additional info field which of course would be nice too but custom fields is the papercut right now

        Seth12
        • Seth12
        • Author
        • April 10, 2023

        any update here @greg29? a bit of a blocker for us from shipping to production right now

        Greg29
        • Greg29
        • April 10, 2023

        Hi Seth...I sent this over to the team that handles this so any updates will be coming from them. Unfortunately, I don't have any additional info myself at this time, but they will see the update here. 

        Seth12
        • Seth12
        • Author
        • April 11, 2023

        @greg29 can you put me in touch with that team? I would really appreciate it. I think this is a pretty glaring gap in the current SDK. 

        Greg29
        • Greg29
        • June 12, 2023

        Hi Seth! I learned that this feature will be coming to our SDKs in the coming month! I was informed that the only difference from what you had noted above in your three points was that the field would be editable by end users. The field can be hidden from the end users though, so this does come pretty close to meeting your criteria. 

        Hope this is good news and if you have any more questions, I'd be glad to pass it along to them!

        Luke21
        • Luke21
        • September 1, 2023

        @greg29 is there any further updates on this? I'm currently working on integrating the Support SDK and discovered I can create custom fields but like the OP, I could only set a value for these fields by making the field customer editable in the admin portal.

        You mentioned above that these fields can still be hidden from the end users - how do you do this?

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