Plan requirement
| Subscription | Any plan |
| Access | Admin |
The widget is missing for some visitors and not others. Seven causes, and the first three are outside Zendesk.
Symptoms
- The widget shows for you and not for a customer.
- It appears on some pages and not others.
- It stopped appearing after a website change.
Resolution steps
1. A consent banner is blocking it
Check this first on European sites. Cookie tooling often blocks third-party scripts until the visitor accepts, so the widget only appears afterwards. Test by accepting and seeing whether it arrives.
2. An ad blocker or privacy extension
Blocks the script outright. Test in a private window with extensions disabled.
3. Your content security policy
A policy on your site can prevent the script loading. The browser console shows this clearly, and it needs a change on your website rather than in Zendesk.
4. The script is not on that page
It has to be on every page you want it on. Pages built from a different template, or added later, often miss it.
5. The allowlist excludes the page
If you restricted where the widget appears, check the list covers the page in question. It sits in Admin Center under Channels > Messaging and social > Messaging, in the widget's Installation section.
This is the cause that looks most like something else, because the allowlist does not stop the snippet being added to the page: the code is there and simply does not run. Two details catch people out. A domain does not cover its subdomains unless you write it as *.yourdomain.com, so a shop on a subdomain is blocked while the main site works. And only letters are allowed after the final dot, which makes example.pizza a valid entry and example.pizza-chain an invalid one.
6. Business hours or channel settings
Where you hide the widget outside opening hours, this is working as configured and looks like a fault.
7. Your own code is hiding it
A page that calls zE('messenger', 'hide') removes every part of the widget, and nothing in Zendesk shows that this happened. Search the site's code and your tag manager for that call before concluding anything about configuration.
The fastest test
Open the page in a private window with no extensions, and look at the browser console. That separates the outside causes from the Zendesk ones in under a minute.
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