Question
Why am I unable to log in to Help Center in Safari or on iOS devices?
Answer
Users occasionally run into issues with logging into the Help Center on their iOS device or when using Safari. This is caused by the Prevent cross-site tracking setting, which blocks certain types of data from being preserved during the login redirection. Native authentication relies on cross-site tracking, so it needs to be disabled for users to be able to log in using Safari.
This setting is enabled by default and users need to manually disable it to fix the issue.
In the desktop Safari browser
- Go to the Safari button in the upper-righthand corner.
- Open Preferences > Privacy.
- Uncheck the checkbox for the Prevent cross-site tracking setting.
On mobile iOS devices
- Go to Settings > Safari.
- Scroll down to the Privacy & Security section.
- Toggle the Prevent Cross-Site Tracking setting to off.
13 Comments
This is not really a solution. We should not have to disable tracking just to make the web app usable. :(
This is absolutely not a solution! Why should I disable tracking prevention to use Zendesk?
Jesus Christ. Really?
Many other service providers on the web manage without requiring end users to throw a layer of security out of the window. How do they do it? Why can't you?
Sheesh....
This is... really not a solution. The problem is that you're not correctly handling cnames, fix the product.
Comically, in order to leave a comment I had to use Chrome on my iPhone...
Surely there must be a proper solution. You need to look at your integration with OKTA again as no one else seems to have this challenge.
Forcing us to disable ITP to allow log-in is not an acceptable workaround, in fact I've never seen a company recommend such a drastic measure.
Please fix this properly. The Web isn't just Chrome.
Please Zendesk get it together, this is not a solution, not even a workaround - fix your product!
This is definitely not an adequate solution. First of all, logging in via an HTML form is not "native authentication", nor is this reliant on allowing cross-site tracking.
How can we trust how you at Zendesk to collect and treat personal information, when you advocate severly flawed practices in this manner?
A simple solution where you give your partners API keys they can authenticate their users with and then being able to be transferred would be sufficient. Literally hundreds of thousands of web apps manage this perfectly well every day, even after Apple and other makers of web browers turned of support for cross-site tracking as a default last year.
Giving this terrible advice as you do here could potentially lead to dangerous situations where users that are not aware of the risks could lose their personal, sensitive data.
I asked Zendesk via Twitter about this issue and it seems that a fix is now imminent.
https://support.zendesk.com/hc/en-us/articles/360034788653
Wow. Looks like they don't care about Safari, but since Chrome has such a wider share and now implements similar restrictions, the issue suddenly became important.
If they would have fixed it for Safari, chances are high they wouldn't have to rush now to fix it for Chrome.
Zendesk's indifference to this issue is at an unbelievable level. Even these dirty workarounds they call "a solution" do not work.
We (Zendesk consumers) are being forced to provide this answer to our end-user community - it is really unacceptable and inadequate as a response for what is at least perceived as a security breach in what many consumers feel is our product's website. Please address the issue and resolve it by simply preventing the need to disable this option.
Anna Roussanova
Can you provide an official response to the concerns listed above? I too have the same concern but would love to know Zendesk's official stance. I am an Apple user (MacBook & iDevices) and would love to not have to use other browsers. This is just a want not a need.
Can you at the very least post the link to the article that represents Zendesk's official response to the concerns the users list above?
Thank you in advance.
Please advise.
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