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.
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.
What can I expect?
Because of these new restrictions, agents, administrators, and end users who use Safari or Chrome browsers to access Zendesk will see some issues. This includes potential redirects at sign in and invalid cookie-related error messages. Also, access issues can occur with host-mapped domains, apps, and integrations.
The latest version of the Apple Safari browser, Safari 13.1, fully blocks third-party cookies. If you are using a host-mapped domain for your Help Center, agents and end users cannot sign on with a Safari 13.1 browser. The only workarounds are to use incognito mode or try another browser.
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.