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

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84 Comments

  • Ward Clark

    This problem is not only frustrating the companies currently using Zendesk and their customers, it's also silently affecting Zendesk sales.

    Given the popularity of Zendesk, I was looking at using it to automate client support for my consulting practice.  I halted that plan when I was unable to access Backblaze support using Safari.  Google quickly led me to this topic – see my earlier comments.

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  • Gabriel Michaud

    This is beyond ridiculous. Any time I need to login to ZenDesk, I have to click the Continue button a few times ("You might see this screen more than once.")...  I'm surprised this hasn't been fixed yet.

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  • Tobias Linder

    Gabriel Michaud So are we! It's actually kind really upsetting that we regularly get support tickets about our users being unable to login into our helpdesk system!

    BTW: I just have just realized that we forgot the 1 year anniversary of that bug! 😭

    1
  • Susan Puckett

    I get regular feedback on this issue from our CUSTOMERS.  I heard it twice this week.  Yes, they can use Chrome on the Mac, but their preference is Safari.  We're trying to build engagement in our community, but when they go to just sign in they hit a wall.  It's unfortunate that this hasn't been resolved. We want it to be a positive experience using the browser they prefer.  Hope this can be moved up on the roadmap sooner than later.

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  • Pat Beautz

    Luckily we caught this early in our implementation process so we were able to remove our vanity host name to avoid the issues.  A can't imagine the pain the rest of you are going through that are having to deal with this issue while live.  

     

    As a new customer, I'm surprised how long it is taking Zendesk to solve this.  It is the responsibility of any SaaS vendor to proactively work with each browser and hardware vendor in advance to avoid these kinds of issues.

     

    We go live next week so I hope I don't regret our decision on selecting Zendesk.   They say "misery likes company" so at least we're all pushing on this together!  

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  • Eric Miller

    Question regarding the Safari cookies warning shown in the main body of this topic. If I am using the hostmapped_domain.com/access/normal or /access/help to login or reset a password, I don't get that message in Safari. Should it be appearing there too? It seems confusing to the user to not have it there. The workaround I guess is to provide the non-host mapped domain, but this could cause confusion as well.

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  • Heather Firth

    Is this fixed now? On iPhone 12 it just keeps looping back to the page.

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  • Valerie Nuñez

    Any updates here? I have a customer who refuses to let me close their ticket with our team until this is fixed.

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  • Matt Davis

    Dear ZenDesk: We have already begun the transition away from your services because of this issue. This is a one way trip that we put off for months. Our entire team has stopped recommending ZenDesk as a viable solution when people ask and have already warned others that were considering ZenDesk away - not only because of the issue but that the issue persists and has persisted this long.

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  • Tobias Linder

    Lisa Kelly Devan - Community Manager
    Any news on that status of the fix? It' not 16 months since I opened a ticket to report that issue!

    Also I see that several people were asking the same question above and don't even get an answer which is kind of upsettting considering that this is a really serious issue that bothers our users every single day.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Tobias Linder,

    I reached out to our product team, and I can confirm that t is currently on our roadmap to address in a more impactful manner. At this time, we are not ready to announce any hard date, but once we do, we'll be sure to publish it in our announcements section of the Community.

    Zendesk Anouncements

    Best regards. 

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  • Tobias Linder

    Hi Devan - Community Manager
    Thanks for letting me know that this issue is not forgotten. Let's hope change is happening soon.

    2
  • Suzie Baunsgard

    I've been able to get firefox 87 to work with our hostmapped help center (as an end user, with a hard refresh/cache clear)

    https://blog.mozilla.org/security/2021/03/23/introducing-smartblock/

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  • Allen Hancock

    @Devan, and Zendesk overall.

     

    What is the status of this issue?

    1
  • Tiago Soromenho

    After more than a year of no longer having Zendesk access due to this issue, even following the updated directions of the article above, I was able to get it working by doing the following:

    1) In Safari menu, select "Preferences" and then click on the last tab "Advanced" and select the last item in the bottom "Show Develop menu in menu bar."

    2) When on your Zendesk login page with the "Cookies required" warning across the top of the page, select Menu > Develop > Disable Cross-Origin Restrictions:

    3) Now click on the "Continue" link in the yellow warning box in the login page. It will ask you if you want to allow the site (likely something like support.yourdomain.tld) to allow cookies from another domain (zendesk). Say yes.  It should then return to the main sign-in page without the warning.  You can now disable the "Disable Cross-Origin Restrictions" to return Safari to its safe state, and in my case, I've been able to use Zendesk fine during that session.

    4) It does seem that I need to enable "Disable Cross-Origin Restrictions" each time I sign in, but that's only for that sign-in page. Once it reloads without the warning, I just turn the restrictions back on again.

    Not the most elegant solution, but it's better than having to keep opening another browser specifically configured with less safe settings just to be able to access Zendesk.

    Hope this helps some of you!

    1
  • Nicole S.
    Zendesk Community Team

    A reminder to everyone participating here to review the Community Code of Conduct. While you are welcome to share feedback or frustrations, disparaging remarks, insulting our product managers or staff crosses the line where your post will be removed. There are real people on the other side of these screens, and we want to maintain these discussion spaces as safe for everyone.

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  • Tobias Linder

    Nicole S. while it is your right to remove articles that you consider disparaging, I think that Joseph Crivello's goal with his comment was in no way to insult your product managers or staff.

    We have been mentioning in this threat again and again that a helpdesk system not being compatible with the #2 most popular browser is not acceptable and nothing is happening. So it's not really surprising that people are getting angry about that fact. We need our Helpdesk to help our customers with their technical problems. So a helpdesk system that contains a bug, which keeps the user from accessing it is useless and in no way worth the $ 21'000.- annual fee I was charged this morning.

    Joseph Crivello' actually wrote in his post that this issue exists now for over a year. I checked my activities with zendesk and actually found a ticket I created on October 15, 2019 with the title "Users can't login into zendesk with Safari" (ID: 4930495)!!!


    With best regards, Tobias Linder

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  • Pat Beautz

    Nicole S. - Since you are so diligently monitoring this thread, how about sharing an update on when the source problem will be resolved?

    1
  • Jon Yergatian

    It will be interesting to see how quick this issue is resolved once Google Chrome removes the default support for 3rd-Party Cookies later this year. If Zendesk doesn’t resolve this issue before Google releases that update, we’ll be talking about a SaaS product that requires workaround on the #1 and #2 browsers.

    https://blog.google/products/ads-commerce/a-more-privacy-first-web/

    1
  • Caroline Kello
    Zendesk Product Manager

    Hi folks,

    We've heard the concerns about how Zendesk works with browsers that block third-party cookies. We are taking the time in 2021 to completely eliminate our use of third-party cookies across our platform. It's our intention and goal that this removes any issues introduced by browser restrictions on third-party cookies and cross-site requests.

    We know that blocking third-party cookies is a change that's being rolled out to more and more browsers, and it previously did completely break our login page on Safari for host-mapped accounts. We resolved this by implementing the Storage Access API and had to introduce some additional steps for the login process in order to comply with Safari's implementation of the Storage Access API. We've rolled out a similar Storage Access API solution to Firefox browsers for all customers.

    It has taken longer than it should have to remove the reliance of third-party cookies within Zendesk and we're treating this issue internally with a very high priority. The host mapping feature within Zendesk was designed and implemented in a way which fundamentally relies on third-party cookies to work, and therefore eliminating our use of them is not a simple change for us to make on our own. We're engaging with product and engineering teams across the company to make sure we untangle the foundation to better rebuild.

    1
  • Joseph Crivello

    Nicole —

    I have neither the time nor the inclination for insulting or disparaging people over the Internet. My message was intended to convey a valid criticism of Zendesk's practices. I urge you to listen to your customers. It is interesting and ironic that the removal of my posting is yet another example of that not happening.

    Joe

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  • Nicole S.
    Zendesk Community Team

    We hear you. And you're right, we've not managed the product feedback conversations well for many years. It's a frustrating experience on both sides. We have a lot of work to do to build up trust and transparency with this community. 

    There are big changes coming to our community experience later this year, and the top item on the priority list is overhauling how we intake and communicate about feature requests and product feedback. We're currently working with our product operations team to redefine our policies and processes. 

    In the coming months we'll be communicating these improvements out to you, to help everyone understand what the process actually is, when you can expect to hear back about feedback you've provided, and how user feedback influences the roadmap. It has not been clear in the past, and we are striving to rectify that. 

    As we work to improve the community, we want to make sure that we're building for our users' needs. In the coming weeks, there will be a number of opportunities for community users to participate in feedback sessions and focus groups, and to provide feedback on our plans and help us to tweak those. If you are interested in participating in any of those, please subscribe to the Community Info and Announcements topic, where we will announce these opportunities. 

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  • Michael Bierman

    Nicole S. Thanks. It sounds like maybe there is finally some hope of a solution though the timeframe is still unclear. I don't think anyone is being particularly nasty or making personal attacks. The facts are that serious problems that were ignored for a period of years. More than once representatives of Zendesk promised that a solution was in the works and nothing happened. This isn't some minor feature enhancement that was ignored. It impacts every Zendesk customer and many of their customers in turn. It is natural there will be a little heat over that.

    You are 100% correct that zendesk needs to both fix the problem(s) and repair the trust with the community. These are not easy things to do. But they are essential things. I would say (and have in the past) that all other work should have been put aside until this was fixed. It is that crucial to Zendesk's business. I sincerely hope this time work is really happening and we will see the results sooner than later.  

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  • Nicole S.
    Zendesk Community Team

    Hi Michael - 

    Thanks for your comment. Zendesk has made a concerted investment in our community program internally, and end-users will start to see the impacts of those investments soon. 

    We're doing listening sessions and focus groups over the next two months, and plan to roll out some initial process improvements in June. There will be some bigger changes coming in early August, and then we'll continue iterating from there. 


     

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