This article describes Zendesk support for popular, industry-standard browsers that restrict how cookies are recognized and used. This article contains the following sections:
Apple Safari browsers
Recent versions of Apple Safari browsers include Apple’s Intelligent Tracking Prevention (ITP) safeguards. To protect personal information, these safeguards can restrict how first-party and third-party cookies are recognized and used in the browser. In turn, restricting cookie usage has an impact on many popular, browser-based applications, including Zendesk.
To log in to Zendesk using a Safari browser
- Navigate to your Zendesk sign in page using a Safari browser.
The sign in page displays a warning that cookies are required to use Safari. To continue signing in using Safari, you will authorize cookies to be stored on your device.
- In the Cookies required to use Safari box, click Continue.
A new page displays information about the cookie requirements.
- On the Safari cookie requirements page, click Continue to acknowledge the requirement.
- On the sign-in page, again click Continue.
You will be prompted by a Safari dialog box whether or not to allow cookies to be used by your Zendesk domain.
The page reloads again, and there are no longer any warning messages displayed. You can now log in.
- Enter your credentials to complete logging in to Zendesk and click Sign in.
Google Chrome browser v.80
On February 17, 2020, Google released Chrome v.80. This release includes a change to cookies (the SameSite update) which requires Zendesk to explicitly label any Zendesk cookies that can be used on other sites. Cookies without the proper labeling won’t work in the Chrome browser. Zendesk has completed the cookie labelling requirement and is not expecting any issues, unless you're using incognito mode to sign in
On March 19, 2020, Chrome released a feature that blocks third-party cookies when using incognito mode. Therefore, you are restricted from signing in to a host-mapped domain in incognito mode. As a workaround, don't use incognito mode to sign in, or use the toggle located directly in the incognito browser window to disable the block on third-party cookies.
Continued support for Safari and Chrome
At Zendesk, we’re working to maintain and improve Safari and Chrome support. We will continue to find the best way possible to manage these ITP and cookie updates and provide you with the best experience possible for you and your customers. We recommend following this topic for the latest information and updates.