What data populates the unread indicator for a ticket? | Community
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What data populates the unread indicator for a ticket?

  • May 12, 2023
  • 6 replies
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Brandon22

Hello,

We leverage the Support SDK on iOS to present the ticket requests. How is the data sourced for determining when to show the unread ticket indicator for the user (dot on the left side)? Is this available via the Zendesk API? Is it stored on-device and handled within the SDK?

 

Thanks.

 

 

    6 replies

    Greg29
    • Greg29
    • May 15, 2023
    Hi Brandon! I'm not 100% sure of the underlying mechanics of the unread indicator in the SDK, but it is likely the GetRequestUpdates method documented here. It is not a real-time method though, because it can only be updated once an hour...if you call the method again from the same device, it'll just return the cached data.
    Rafael20
    • Rafael20
    • May 17, 2023

    @greg29, that refers to the Unity SDK, not the Support SDK for iOS

    @brandon22, the documentation has this section Check for ticket updates, which suggests using the ZDKRequestProvider, caching requestUpdates.

     isRequestUnread seems to be its method to identify whether a ticket has that unread dot or not, representing a boolean for that state. Documentation for that method here:

    https://github.com/zendesk/support_providers_sdk_ios/blob/master/docs/SupportProvidersSDK/7.0.0/documentation/supportproviderssdk/requestupdates/isrequestunread(_%3A)/index.html

    Better to check that repo for Zendesk Providers SDK iOS, which is imported as part of the Support SDK

    Brandon22
    • Brandon22
    • Author
    • May 17, 2023

    Ah, thanks Rafael. I'm on an older version of an SDK which doesn't have that functionality so I missed it (can't upgrade right now due to a bug).

    Rafael20
    • Rafael20
    • May 18, 2023

    @brandon22 which version are you on? I find references of this being present since 5.1

    Brandon22
    • Brandon22
    • Author
    • May 18, 2023

    5.3.0

    There's no signature in the ZDKRequestProvider header for getUpdatesForDevice, but I can access it it turns out.

    Rafael20
    • Rafael20
    • May 18, 2023

    That's cool, thanks for confirming.

    From this specific commit, it seems like this function has been present at least since 4.0.0, November 2019

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