Zendesk support for cookie-restricted browsers (Safari, Chrome)

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59 Comments

  • Steve Wolaver

    What if our organization doesn't support other browsers? How long before you will have a fix for Safari?

    5
  • Devan - Community Manager
    Zendesk Community Team

    Hello Steve Wolaver,

    At this time, we do not have a timetable on when this fix will be live. Once we have an update, we will announce it in the community, so I would recommend following this post to stay up to date on this matter. For the time being, we recommend using another browser or utilizing the workaround by disabling cross-site prevention tracking in Safari.

    Best regards.

    -3
  • Siddharth Shettigar

    Hi Devan,

     

    Do you have any updates for this fix yet?

     

    Sid

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Siddharth Shettigar,

    At the time, we are still in the process of working on a longterm resolution for this issue. I would recommend continuing to follow this post to stay up to date on this matter. For the time being, using another browser or utilizing the workaround by disabling cross-site prevention tracking in Safari is your best option.

    0
  • Steve Wolaver

    Is there an estimate of when you will have the resolution for this? I need to communicate back to the teams who are impacted. They are very unhappy right now.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Steve Wolaver,

    At this time, there is no timetable we can share regarding this resolution.

    Best regards. 

    0
  • Aaron Parker

    For anyone else struggling with this issue, I've just tested logging in with "Prevent Cross-Site Tracking" on the Safari Technology Preview and it works again so the next general release of Safari (13.0.5) should resolve this issue - when that will happen is anyone's guess though

    0
  • Tiago Soromenho

    On the instruction from this post: "It is safe for them to click the link and restart the sign in."

    The problem is that the link does absolutely nothing.  (Chrome or Safari. Private mode or not. Cookies cleared or not.)   However, I am able to login on another computer, so it's certainly something that Zendesk drops on our computers. The link is supposed to reset a cookie, but that is certainly not working. Probably this is all a very bad Auth token implementation, and clearing cache and cookies does not remove bad auth access token.  I haven't seen any suggestions to resolve the issue user-side that work...

    5
  • Brett Bowser
    Zendesk Community Team

    Hey Tiago,

    Thanks for taking the time to report this to us! I see you've created a ticket with our Customer Advocacy team related to this issue so we will continue working with you there to troubleshoot further.

    0
  • Sam Bellach

    Brett Bowser can you please add me to this ticket?  We are having the same issue arise with one of our users, who is also reporting that clicking the link and restarting sign in is doing absolutely nothing. 

     

    Is there any progress that has been made on this issue?  What instructions should i be giving her?  Also, is there a reason why this Feb 17 roll-out of something that could impact user sign-ins was not sent out to all Zendesk Admins?  Google Chrome is a very common browser and this is a core/critical function that needs to happen, for users to be able to successfully sign in to see their tickets. 

     

    Tiago Soromenho -- were you able to achieve any kind of resolution for your impacted user? 

    3
  • Tiago Soromenho

    Sam Bellach: No resolution. I think they are very confused.

    For example, I can log in on my Safari browser to answer this thread using the "sign-in" link at the bottom of the page. No issues there.  Then, same browser, I open a new tab to log in to our support desk, and I can't log in.  This only happens with Zendesk. I use plenty other services that use vanity sub-domains for their client logins. At this point, I chalk it up to general incompetence that comes with becoming a bigger organization and the inability to control the quality of devs that get hired. The dept responsible for this log in process should be fired as a whole, imho.

    I think we represent a small anomaly in whatever they implemented as their SSO/authentication technology, and it's not worth it to them to revamp/fix for the small % of users it doesn't work for. I don't expect any solution anytime soon. Consequently, we're shopping for another Support desk provider and are planning to switch soon. 

    -2
  • Sam Bellach

    Thank you for this context, Tiago Soromenho.  We are doing the same. I am filing my own ticket with some interventions I attempted, and if I uncover anything that could potentially be of use to you (not likely), I will be sure to let you know! Also, I highly recommend Freshdesk and am happy to set up a point of contact for you if you need!

    0
  • Javier S López

    For whatever is worth, I just tried to sign in using Safari after disabling "Prevent cross-site tracking" and it finally let me in after 3 or 4 attempts. I had stopped using Safari for Zendesk for exactly this problem but it seems the issue is not consistent; it works sometimes.

    2
  • Sam Bellach

    Thanks Javier S López.  I am curious as to GDPR compliance underpinnings of requiring users to allow zendesk to engage in cross-site tracking in order to use the system.

     

    CC: Tiago Soromenho

    0
  • Aaron Parker

    Tiago Soromenho do you understand the technical implementation of vanity domain logon for Zendesk and how Safari's ITP/Chrome's same-site cookie changes work? It's not a simple fix and Zendesk are by far not the only SaaS webapp hit by this issue - the problem stems from the fact that you browse your helpdesk via your vanity domain but the signin itself is handled by zendesk.com and it is the passing of your valid login session between the two domains that Safari and Chrome have started blocking.

    Safari technical preview (beta version effectively) has resolved this issue and indeed I can now login via Safari once again. I've not tried Chrome in a while as it isn't my primary browser but I'm sure that the team working on this are trying various methods to get it working - the important thing to remember is that we are talking about the login system for everyone's Zendesk account so they have to ensure thorough testing before implementing a fix which is likely a big rework of the login process rather than a simple few lines of code.

    I get that you are angry but suggesting an entire team is fired is unfair

    7
  • Francois Beaulieu

    Ever since upgrading Safari to version 13.0.5, it now works correctly for me. (Though, you still need to enable cross-site tracking cookies globally, which isn't great.)

    0
  • Steve Wolaver

    Since upgrading to Safari 13.0.5, mine works too. What is so disappointing about this episode is (1) Zendesk didn't do anything to correct the underlying issue, they let Apple do it, (2) you still have to enable cross-site tracking, which I don't like, and (3) most importantly, they are completely tone-deaf when it comes to their customer comments, complaints and requirements. The response to this whole issue is "our way or the highway". Like Tiago, I am taking the highway.

    1
  • Aaron Rector

    We also have customers who aren't happy that they have to allow 3rd party cookies and/or allow cross-site tracking in order to get into our help center pages. When they have to lower the security stance in their browsers just to get support from us, it ends up making it look like we're not concerned about good security practices. It would be nice to see an update that removes these issues soon.

    6
  • German Mosquera

    Any progress on this issue. Two months have passed since last comment. Maybe an update would help...?

    1
  • Ward Clark

    Lisa Kelly, Devan - Community Manager and @Brett,

    Please let your Marketing and Sales colleagues know that I recently added "check out Zendesk for supporting my consulting clients" to my OmniFocus task list.

    Then, a few days ago, I was unable to log into the support desk for an app that's critical for my business.  I found the "End users can't sign in with Safari" topic, which led me here.  I can't imagine telling my clients they must disable an important security feature or use another browser.  And it's a huge red flag that discussion in that "End users" topic has been going on for the past 3 months with no resolution in sight.

    I just asked Google to find "alternatives to zendesk" and was pleased to see I have many to choose from.

    3
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Ward. I have passed your comment along to our Product Management team. 

    1
  • Tobias Linder-Geiger

    Hi Lisa Kelly

    I have created a ticket concerning this issue on October 8th. This is now open for 6 months and all my users are so frustrated and ask me weekly if we should switch to another helpdesk solution. But considering the amount of workflows we have created around Zendesk and the all the data that is in if from the last 9 years I am still reluctant.

    Zendesk should help us being better at solving the technical issues our users have and not create new ones! 

    BTW: I requested again a status today and got the same answer like in January: The engineers war working on a solution but there is no ETA. I really don't get how such a serious issue gets no high priority.

     
    4
  • Tiago Soromenho

    As Lisa Kelly mentioned, there is a stickiness to Zendesk that makes it hard to migrate away from it (existing integrations, customer workflows, etc.) and so we still trudge along looking for the first opportunity to use a new/different solution.  What is odd is that some co-workers on similar hardawre/software (2012-2018 Macbook Pros, macOS Catalina, latest or close to latest versions, latest Safari or Chrome, etc.) have no issues. And some others. like me, do. In those computers that do, browser caches, cookies, local storage, etc. have been cleared, several times, with reboots, with no effect.  I have a Macbook Pro running MacOS 10.15.4, with Safari Version 13.1 and Chrome v81.0.4044.92 (Official Build) (64-bit) and the problem still occurs. It doesn't seem related to browser or OS versions, but it does seem related to the browser and as Firefox on my computer works fine, although on a co-worker using same macbook, same OS and Safari and Chrome version, it works for them.  Nor is it specific to a login, as I can login in a co-worker's computer, and they also can't login on mine. And it happens on no other service, and I do use different services with vanity domains / or subdomains (freshbooks, zoho, etc.). I can login to this "root" zendesk support, but not our account's. It does seem to be specific to some piece of info that is dropped by Zendesk on those browsers (Safari and Chrome, not Firefox) regarding a specific account, and that clearing caches etc. does not remove.  Question is, what is it, and can we manually remove it to reset those browsers?  If anyone has any info on a file or folder hidden deep within our computers that we can remove and solve this issue, let us know!

    2
  • Frits van Dee

    Hi Tiago Soromenho,

    This is what we experience as well with our agents and our customers (end-users) It is frustrating that some users experience issues while others can log in without problems.

    at zendesk, all,

    I am considering removing the host mapping for our domain, but would like to ask if others already have experiences with this and if it is a working temporary solution. If so, I will just redirect our domain to the zendesk domain.

    0
  • Caroline Kello
    Zendesk Product Manager

    Hey folks, 

    I'm Caroline from the Product team and I wanted to catch you up on the work that the team has been doing so far. Internally we are actively looking at how we can resolve the Safari issues our customers are reporting; we've investigate and spiked the Storage Access API that Safari has offered as the solution, but we've come to discover that the user experience is utterly confusing and something that we need to carefully consider if we want to implement. Our next step is looking at how we render the login page and if there's anything we can do with how that's architectured, but it's a tricky and arduous undertaking.

    We've also reached out to Apple, and the Safari teams in particular, to set up a meeting and to help us understand what advice and guidance they might have. For obvious reasons that's taking some time as well.

    I appreciate your patience and I understand the frustration. Thanks, Caroline.

    1
  • Vladimir ZenSupport

    Any revelant info after a week ?

    1
  • Tobias Linder-Geiger

    Caroline Kello Thanks for the update from last week.

    I would appreciate if you would give us regular updates, for example once a week. So that we can give feedback to our users about the progress. I get asked at every team meeting and it would be nice that I could give accurate information about the status. People are really getting impatient which is understandable. 

    0
  • Nicole S.
    Zendesk Community Team

    Hi Vladimir and Tobias - 

    We hear you on the need for updates. To set appropriate expectations, resolving this issue is proving to be a heavy lift, and we do not expect to be able to provide updates on a weekly basis. However, we do want to give you a regular cadence so that you can communicate back to your leadership. 

    We'll provide another status update the week of May 11. If we have news before that, we'll be sure to share, but if not, you can count on hearing from us then. 

    0
  • Kevin Tauber

    I've just signed up for Support and Guide subscriptions today then noticed this issue through Safari on my iPhone. Over the past two weeks while trying out Zendesk I did login through Safari from my phone successfully without running into this issue but today it's a problem. I'm assuming it's due to me recently upgrading my iOS and in turn Safari and only trying to login to my help desk for the first time today.

    Anyway, today when trying to login I get the cookie reset warning and link but when I click it it doesn't work - Safari tries opening a new window but quickly closes it in the process. I tried disabling the cross browser security setting which helps but this doesn't seem like a good solution when it comes to having to potentially ask my customers to do the same. I tried clearing all the Zendesk related looking cookies manually but that didn't help.

    So, I installed Chrome and Firefox and they both also gave me that cookie warning and link to reset but following those links in both those browsers worked; I was brought to a new window without that warning and was successful at logging in.

    I then tried clearing ALL cookies in Safari and that DID work for me. After clearing everything, Safari was behaving the same as I just described the behavior I experienced with my newly installed Chrome and Firefox apps.

    Just wanted to share this because after just signing up and discovering this major seeming issue with Zendesk I too will be anxiously looking for a definitive resolution to this problem.

    0
  • Chet Farmer

    Add my voice to the chorus calling you out, Zendesk, for requiring a reduction in browser security in order to use your product. I cannot and will not mandate that for our org or our customers; it's a bad practice.

    As is, it's impossible to log into Zendesk from the browser on my iPad, or from Safari on my Mac. That's totally unacceptable. I mean, on the broad web (ie, not limiting to desktop) Safari is the #2 browser, with nearly 20%.

    Fix this.

    7

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