Managing third-party browser cookies for Chat-Support integration Follow

The Google Chrome browser has a privacy feature that limits information sent to websites other than the one shown in the address bar. This setting, labeled “Block third-party cookies and site data,” is turned off by default. When it is turned on, upon launching Zendesk Chat from within Zendesk Support, you might see an error message the following error message: 

Screen shot showing the user interface when this error is encountered

This is because Zendesk Chat runs partially at your Zendesk domain (visible in the address bar) and partially at zopim.com. Chrome considers zopim.com to be a “third party” and declines to pass along the required authentication information. (The Reload button is a workaround for Safari users, but has no effect in Chrome.)

Solutions

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.
    Screen shot showing the third-party cookie setting

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.
    Screen shot showing UI for adding an exception

 

 

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