|Announced on||Rollout starts||Rollout ends|
|August 5, 2020||September 14, 2020||January 16, 2021|
Please Note: The end roll out date has been extended from October 16, 2020 to January 16 2021
Zendesk is making a change to the existing CAPTCHA for sign ups and ticket submissions to prevent bot and malicious traffic from using Zendesk.
This article includes the following sections:
- What is changing?
- What do I need to do? What is the impact of the change?
- Why did Zendesk make this change?
What is changing?
Today, we present CAPTCHAs to all new end users who are signing up and to logged-out users who submit tickets via the Help Center web form. The Help Center ticket submission web form is by default protected by CAPTCHA. Account administrators can disable the CAPTCHA associated with the Help center web form, but they cannot disable the CAPTCHA presented to new users signing up.
Currently, the end user sign up form and ticket submission web form use Google reCAPTCHA to prevent bot-based abuse. The upcoming change replaces Google reCAPTCHA with an alternative solution: Cloudflare’s bot detection and management software to prevent bots and malicious traffic. This alternative will continue serving CAPTCHA challenges to deter bots and occasionally ask humans to verify.
The following illustrations show Google reCAPTCHA on the left (before the change ) and Cloudflare CAPTCHA on the right (after the change).
What do I need to do? What is the impact of the change?
There will be no impact or change to the existing product capabilities, settings, or defaults.
We predict that CAPTCHAs will show up less frequently, but when they do, they will be a variant of the CAPTCHAs, as seen in the screens above. There will be a redirect when a CAPTCHA is submitted.
This change will be rolled out to customers in a sequential manner, starting on August 24, 2020. By September 30, 2020, Google reCAPTCHA technology will be automatically updated with Cloudflare’s bot detection technology for all customers.
Why did Zendesk make this change?
Today, reCAPTCHAs get served to a large portion of the traffic, which includes bots as well as a large percentage of genuine user traffic. The goal of this change is to reduce the number of human users being forced to solve captchas.