Getting started with Mobile Support SDK in BoldDesk

The BoldDesk Mobile Support SDK enables you to integrate a fully functional help center directly into your mobile application. This allows end-users to access support tickets and Knowledge Base (KB) articles inside the app, reducing the need to open a web browser.

With the SDK, you can:

• Create a customizable help center dashboard.
• Enable users to submit support requests with attachments.
• Offer search and filtering capabilities for KB articles to support self-service.
• Track ticket status, reply to agents, update, and close tickets.
• Support both anonymous and authenticated users through JWT-based authentication.
• Include push notifications for real-time updates.

The SDK is lightweight, supports theming to match your app’s branding, and guarantees secure authentication.

Key Features

Supported Platforms & Prerequisites

To set up the SDK in BoldDesk, learn more on How to Configure Mobile SDK in BoldDesk.

BoldDesk Mobile SDK supports:

• Anonymous Users: Limited access (view KB, create tickets).
• Authenticated Users: Full access (view KB, create tickets, view ticket history, receive notifications).

Authentication uses JWT tokens generated on your server for secure identity verification. Learn more on How to Authenticate Users in BoldDesk Mobile SDK.

Push notifications keep users informed about ticket updates and responses in real time. To enable push notifications on Android and iOS, configure Firebase and upload the service account key in BoldDesk.

Learn How to Create a Firebase Project and Generate an FCM Private Key File.

After configuration:

• Use the App ID and authentication details to integrate the SDK into your mobile app.
• Follow platform-specific instructions for Android, iOS, Flutter, or React Native.

FAQs for BoldDesk Mobile Support SDK

Q1: What is BoldDesk Mobile Support SDK?
The BoldDesk Mobile Support SDK allows you to embed a fully functional help center inside your mobile application. It enables users to access support tickets and Knowledge Base (KB) articles without leaving the app.

Q2: What features does the SDK provide?
With the SDK, you can:

• Create a customizable help center dashboard.
• Submit support requests with attachments.
• Search and filter KB articles for self-service.
• Track ticket status, reply to agents, update, and close tickets.
• Support both anonymous and authenticated users.
• Enable push notifications for real-time updates.

Q3: What is the difference between anonymous and authenticated users?

• Anonymous Users: Can view KB articles and create tickets but cannot view ticket history or receive notifications.
• Authenticated Users: Have full access, including viewing ticket history and receiving push notifications.

Q4: Which platforms are supported?
The SDK supports:

• Android (API 28+, Kotlin 2.0+)
• iOS (iOS 14.0+, Swift UI 5.3)
• Flutter (Latest)
• React Native (Latest)

Q5: What are the prerequisites for using the SDK?
You need:

• A BoldDesk account with admin permissions to configure Mobile SDK.
• Minimum OS versions and language support as listed above.
• Firebase setup for Android and iOS push notifications.

Q6: How do I configure the Mobile SDK in BoldDesk?
You can configure the SDK from the BoldDesk admin panel by adding a Mobile SDK instance, setting general options, and generating the App ID.

Learn more on How to Configure Mobile SDK in BoldDesk

Q7: How does authentication work?
Authentication uses JWT tokens generated on your server. These tokens verify user identity and grant access to authenticated features.
Learn more: How to Authenticate Users in BoldDesk Mobile SDK

Q8: How do push notifications work?
Push notifications keep users updated on ticket status and responses.

• For Android and iOS: Configure Firebase and upload the service account key.

Learn How to Create a Firebase Project and Generate an FCM Private Key File

Q9: Can I use anonymous access only?
Yes, but users will have limited functionality. They can view KB articles and create tickets but cannot view ticket history or receive notifications.

Q10: Is the SDK customizable?
Yes, the SDK supports theming to match your app’s branding and provides a lightweight integration for a seamless user experience.