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Web Widget And Vimeo Domain Policy
Posted Feb 10, 2022
In the process of adding the ZenDesk Web Widget to our applications, we discovered that the videos we access using iframe from our knowledge articles will not play in the web widget. This also happens with the ZenDesk Help widget. It seems there is an issue with the referrer policy or the domain changing when accessing Vimeo to play the video. This is the latest response from Vimeo which prompted the ZenDesk Support rep to suggest posting here to see if anyone has a workaround until ZenDesk can get this resolved.
---- Vimeo Input On The Issue ---
Because domain level privacy on Vimeo works on a whitelist basis, we rely heavily on the referrer header returned by a website to permit videos for playback. In this specific case, we are not receiving a referrer header from Zendesk that matches the domain specified in your settings. The referrer header is the HTTP header field that identifies a website as opposed to the domain in your address bar. In most cases, the domain listed is the same, but in this case it appears that Zendesk is blocking the referrer.
We've had several reports from Zendesk users regarding this issue in the past with embedding domain restricted videos specifically in the Help web widget, and we have communicated with Zendesk's Product Team previously on the issue. In the past Zendesk confirmed that when loading the widget into the iframe, they set 'src' property to 'javascript:false', which was likely the culprit.
In order for the Help web widget to work with domain privacy in the Vimeo player, Zendesk would need to make changes on their end to accomodate this feature. We have been in contact with Zendesk previously regarding this matter, and it was mentioned they'd be researching ways to support for the future.
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Hopefully this helps someone else out there.
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4 comments
Miranda Burford
Hi Therese,
Thanks for your post.
The feature that Vimeo uses relies on the referrer header, which the Web Widget restricts for various reasons. We've never supported private Vimeo videos in the Web Widget (Classic) so for us, this would be deemed as a brand new feature/feature request. I've logged this on our side and hopefully we'll be able to do some investigation into how we could support this in the future. Unfortunately, I won't be able to provide a timeline at this stage but thanks for your feedback. It's much appreciated!
- Miranda.
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Therese Antuna
Any updates here? Lots of customers asking why they cannot view our videos through the chat box. Is there any way we can change the SORRY message to tell them to click our launch icon to view the video in another window until Zendesk can start sending the referrer header to the video hosting companies.
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Brandonc
Anybody find a way to get private videos to work in the Zendesk web widget yet? The videos work from within the articles straight from our Help Center, but it seems to be something about the iframe…
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Therese Antuna
This issue has not been resolved. Thank you, Brandon, for posting a comment. Maybe it will get some attention. Our company videos will never be public so our clients can't get to them using the web widget.
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