Depending on your browser security settings, you might see the following error message when launching Zendesk Chat from within Zendesk Support:

This is because Zendesk Chat runs partially at your Zendesk domain (visible in the address bar) and partially at zopim.com. Depending on your browser, you can edit the settings to allow this.

Editing third-party settings for Internet Explorer

IE defaults to blocking cross domain cookies. Without reducing the default security settings, the agent will need to add zopim.com to the Allowed Domains list and the top bar app should start working.

  1. In Internet Explorer, head to Internet Options > Privacy
  2. Once there, find the "Sites" button and click it (it should be to the left of "Import").
  3. A window will pop up called "Per Site Privacy Actions": in the Address of Website field, enter zopim.com and click "Allow"
  4. Log out from Zendesk and log back in -- your Chat should authenticate automatically now

Editing third-party settings for Chrome

The simplest solution is to change the browser setting back to the default. However, keep in mind that this is a browser-wide setting and could have security implications. Alternatively, can also set up your browser to make an exception for Zendesk Chat.

Below are instructions for both options.

Option 1: Allowing all third-party cookies

To allow third-party cookies across the whole web, including on Zendesk Chat:

  1. Open Google Chrome’s settings page (chrome://settings).
  2. Click Show Advanced settings at the bottom of the page.
  3. Under Privacy, click Content Settings.
  4. Under Cookies, disable the Block third-party cookies option.

Option 2: Adding an exception

  1. Open Google Chrome’s settings page (chrome://settings).
  2. Click Show Advanced settings at the bottom of the page.
  3. Under Privacy, click Content Settings.
  4. Under Cookies, click Allow > Add  or Manage exceptions (depending on your Chrome version).
  5. Enter [*.]zopim.com to allow cookies for Zendesk Chat pages.

Editing third-party settings for Safari

Unfortunately, Safari currently doesn’t allow exceptions by website at this time. To allow cookies on third-party websites, follow these steps:

  1. Open Safari’s preferences: Safari > Preferences.
  2. Go to the Privacy tab.
  3. Uncheck Prevent cross-site tracking.


 

Powered by Zendesk