Once the Desk SDK is installed into your client app, you can now create a ticket that indicates a customer inquiry and where an agent and a customer can chat with each other. Follow the step-by-step instructions below to create your first ticket.
SendBirdDesk instance must be initialized when launching a client app. Call the
SendBirdDesk.init() methods within the
Sendbird.init() should be called first by the
APP_ID of your Sendbird application in the dashboard. However, if you initiate the
SendBirdDesk again with a
SendBird instance initiated by a different
APP_ID, all existing Desk-related data in the client app will be cleared.
Note: Built with Sendbird Chat SDK, Sendbird Desk SDK is a plugin that handles customer inquiries through tickets. Messages within tickets are dealt with by Sendbird Chat platform, and every ticket is mapped to a group channel in Sendbird Chat. Because of this interaction, the same
APP_IDshould be used for both Desk and Chat SDKs.
If a customer comes from Sendbird Chat platform, authenticate them using the
authenticate() method with their user IDs. If a customer comes from social media such as Instagram or Facebook, they are automatically registered in the dashboard with their social media accounts without any authentication process.
Ticket.create() method to create a ticket either before or after the customer’s initial message. Once a ticket is successfully created in the Desk server, you can access the ticket and its channel in the
ticket.getChannel() through the callback from the server. Until a customer sends the first message, agents can’t see the ticket in the dashboard. When a conversation starts, the ticket is assigned to an available agent by the Desk server while messages are sent and received through the Chat SDK.