Issue symptoms

The Shopify app in Support or Chat does not load information and the following error message is displayed: Your adblocker is preventing the Shopify sidebar app from loading. Please disable your ad blocker or allow your Zendesk subdomain, and then refresh.

Condition

This is caused by the ad blocker extension installed in your web browser. Ad-blockers use regex to filter out certain requests. The following endpoints which load information in the Shopify app are impacted:

  • yoursubdomain.zendesk.com/api/v2/tracking/support_user_properties
  • yoursubdomain.zendesk.com/api/v2/tracking/support_group_properties
  • yoursubdomain.zendesk.com/api/v2/tracking/subscription_properties

Resolution

This issue can be resolved in one of the following ways:

  • Add custom rules in your ad blocker settings. This allows requests to the endpoints which retrieve information about your Zendesk account in the app. For example, in uBlock, the custom rule syntax for dynamic filtering would be: 
    your_subdomain.zendesk.com https://your_subdomain.zendesk.com/api/v2/tracking/support_user_properties xmlhttprequest allow

    your_subdomain.zendesk.com https://your_subdomain.zendesk.com/api/v2/tracking/subscription_properties xmlhttprequest allow

    your_subdomain.zendesk.com https://your_subdomain.zendesk.com/api/v2/tracking/support_group_properties xmlhttprequest allow
  • Add your Zendesk subdomain to the ad blocker's allowlist. Go to your Zendesk subdomain, https://yoursubdomain.zendesk.comselect your ad blocker extension, and disable it for the current site.

For more information, see the article: Setting up the Shopify integration for Support and Chat.

Powered by Zendesk