I also did some additional testing after reading your reply. Yes I am using Firefox, but it is probably not configured as is yours. First of all, I almost always use private browsing tabs in Firefox.Second of all, I recently (about two month ago) set my Firefox browser to enable third-party tracking protection after I discovered that I had established more than 250 third-party links just by visiting the few sites that I frequent. That said. I opened a non-private tab in Firefox and peformed the steps @JoeFedric-TL specified in a previous post. I was able to see my TS tickets, including a new one I opened today.
Those third party sites make things possible. Read this:
fontawesome.com: These are the icons we use - the little beaker/heart icon in the beta tester label is a FontAwesome icon gstatic.com: Static google pages, used to help render things more quickly
bootstrapcdn: Bootstrap is a web design framework, necessary to display our Help Center
jquery: jQuery is a Javascript framework, necessary to display our Help Center wp.com: This is Wordpress, which is what our main site is built off of, and is one of the sites touched during SSO logins digicert.com: This is our SSL provider, which keeps you safe when browsing mxpnl.com: This tracks where you came from when you visit our site cloudfront.net: This is a CDN (Content Delivery Network), used to speed up file delivery/downloads swiftype.com: This is a search tool we use on the old Help Center gravatar.com: This is where the picture on your My Account page comes from - it’s a super old service amazonaws.com: This is where we now host our Discourse server fonts.googleapis.com: This is a link to a specific font that is hosted by Google, probably Work Sans or Roboto Condensed zendesk.com: This is the Help Center software we use zdassets.com: This is where Help Center images and files are stored typekit.net: This is another font delivery service bootswatch.com: This is a color library, that plays nice with Bootstrap
I do not recognize, nor do we employ these:
webcollage.net: Looks like this is a content publisher. We do not use them. bazaarvoice.com: Looks like this is a platform for leveraging user-created content, but we do not use them, either.
These two unknown items are coming from somewhere else than our sites.
So, it looks like the culprit here is the Content Blocking feature added to Safari 11, and the Private Browsing in Firefox (Windows only, does not happen on Mac).
I’m speaking with Zendesk actively about this, hopefully they can provide a solution. It does not appear that they are aware of this issue, so I’m going to deliver all the info I have to them, and help push a solution through.
Is there anything we can do under preferences to correct this on our end?
If not… I really appreciate your attention and going above and beyond to correcting this and trying to find a solution. Please keep us informed on the outcome, thanks a bunch Joe!
This is great customer service!
I’d like to point out that with another round of testing today, the redirect seems to be playing “nicer”. Instead of redirecting to the wrong HC, it instead drops you off at your My Account page, not making the extra trip to the Help Center. You’ll still need to disable that option, to get redirected.
This did not work with unchecking the Enable Content blockers the going to the help center for either site? My most recent tickets did not show and I was still directed to the main Topaz help center site? I was not brought back to the My account
page?
It basically behaved the same as when you did the remote session yesterday … nothing change on my end @JoeFedric-TL?
I don’t know what to tell you, to be honest. Nothing has changed on our side, the SSO should be working. You probably want to clear your cache and cookies, at the very least. I’ve already dug into this as much as I can - any further progress will be up to Zendesk to accomplish. We have nearly 1k requests to handle in support, so I can’t really focus on this issue, if it’s not widespread, and does not have a clear fix.
Thanks @JoeFedric-TL in the meantime I have downloaded and used Chrome and everything is working ok using Chrome. Hope in the future Zendesk/Safari does respond with a fix? Thanks for the help.
Yes, they will. Much like our customers submit a ticket for help, I submitted one to Zendesk. There’s nothing I can do from my side, as far as I can tell, so the ball is in their court. If they can send me any actionable information, I’ll take whatever action(s) I need to. Misdirecting is not good, and we’re very fortunate it does not impact more browsers.
