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

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  • 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.

  • 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.

  • Tobias Linder-Geiger

    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! 😭

  • 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.

  • 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!  

  • 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.

  • Heather Firth

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

  • Valerie Nuñez

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

  • 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.

  • Tobias Linder-Geiger

    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.

  • Devan - Community Manager
    Zendesk Community Team

    Hello Tobias Linder-Geiger,

    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. 

  • Tobias Linder-Geiger

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

  • 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)


  • Allen Hancock

    @Devan, and Zendesk overall.


    What is the status of this issue?

  • 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!


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