zopim is blocked by ublock origin, ublock is used by millions of people

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11 Comments

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hi there Chris,

    Thank you for sharing your concern around the widget being blocked by ad-blockers.

    I personally use Ghostery and haven't noticed any issues with the widget, it runs and functions correctly.

    For uBlock Origin, I just installed it and noticed that the default filter lists can impact the widget around chat button functionality but it is still visible. Worked with the developers internally and the reason why the Zopim widget loses functionality is because of what uBlock does to Google Analytics functions.

    The Zopim widget has a Google Analytics integration that pushes events based on the visitors actions with the widget (like clicked chat button). uBlock Origin interferes with GA functions (not block the script) and that's what is causing the issue.

    Good news is we are working on some widget changes to be more resilient for ad/tracker blockers interfering with the GA snippet. This should resolve the issue of the widget being unresponsive when a visitor chooses to use uBlock Origin and does not whitelist Google Analytics.

    The fix should become available at the end of October. Let me know if you have any questions.

    Thanks,

    Ramin

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  • Chris

    Hi Ramin,

    Thank you very much for the ultra fast update and analyze :)

    The issue is exactly how you describe it and you are right ublock block GA tracking.

    Can you keep us informed on this thread when the new widget will be out ?

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Hey Chris,

    The fix is ramping up now and all customers should get it by next Tuesday. Please check next week and let us know if you are still having trouble with the widget and uBlock.

    Thanks,
    Ramin

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  • Chris

    Hi Ramin,

     

    Thank you for keeping me updates, very appreciated :)

    You can count on me to let you know next week.

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  • Chris

    Hello Ramin,

    As discussed last week, I just did the test with Firefox and Chrome with ublock activated.

    Zopim works like a charm :)

    Awesome and fast work Zopim team, congratulations !

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Woohoo :D

    Thanks again for letting us know, we really appreciate it.

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  • Vikas Shivananjappa

    Hi Ramin,  I tried installing ghostery as part of my google chrome extension and it blocks the chat widget. Below are the details

     

    Console error message in app: 

    Zendesk Chat Web SDK: Error: init: Failed to verify token: network/security error

    POST https://id.zopim.com/authenticated/web/jwt net::ERR_BLOCKED_BY_CLIENT

     

     

    Ghostery details:

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Vikas Shivananjappa Ghostery's default settings will not block the widget and I verified it just now. If you added more trackers or use global blocking, it will obviously block the Javascript from loading. Unfortunately, we cannot control what settings or ad blockers visitors use but the default settings of Ghostery does not block the Chat widget or the Web Widget. 

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  • Vikas Shivananjappa

    Hi Ramin,

                    Thanks for looking into it. It's not the default chat loading which is a problem. Its when we try to authenticate using the JWT, the chat SDK seems to go to zopim domain (https://id.zopim.com/authenticated/web/jwt) which is getting blocked by the ad blocker.

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  • Ramin Shokrizadeh
    Zendesk Product Manager

    Vikas Shivananjappa please send your issue to support@zendesk.com and we can investigate it further. Include how you are authenticating the widget and if possible the test page you are seeing the authentication request getting blocked. Thanks. 

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  • Toni Suokas

    We are facing the exact same issue at verkkokauppa.com. I think you need to be in discussion with Ghostery folks and get the jwt auth endpoint declassified as a tracker.

    Shrugging this off and laying blame on privacy conscientious customers is just exacerbating the problem.

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