Announcing always-on CAPTCHA for bot prevention

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9 Comments

  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Is this for non-signed-in users? I'd hope for signed-in users, we don't have to stop them with a Captcha. Let us know! Thanks!

    2
  • Dave Dyson
    Zendesk Community Manager

    Hi Heather!

    Yes, this is for signed-out users – it says above: "If Cloudflare determines the traffic from users who aren't signed in looks suspicious, Zendesk will serve CAPTCHA challenges to deter bad bots. "

    2
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Perfect @...! Thank you for finding that in here for me! I missed it somehow.

    0
  • Dave Dyson
    Zendesk Community Manager

    Glad I could help!

    0
  • joe

    This change is driving me absolutely crazy.  We provide technical support and nearly every vendor we work with uses Zendesk for their help desk.  I'm having to provide captcha responses between 40-50 times a day.  I wish there was a way to register our IP address or something so we would only have to do this so often.

    3
  • Pooja Palan
    Zendesk Product Manager

    Thanks for reaching out Joe and sharing your experience, 
    Certainly captcha responses between 40-50 times a day certainly sounds a crazy lot and appears more of technology config challenge. I've reached out to the Zendesk team working on this.
    Allow me to assure you that this is not the norm, we hope to find out the root cause to this and address it asap! I have also created a ticket based on your comment for a follow up. 

    Thank you for holding onto the zen. We hope to support you and resolve this soon!

     

     

    1
  • joe

    Thanks so much!  Hopefully it's just the people at my office who are experiencing this issue.

    0
  • Alberto

    Hello, my customers are complaining about the CAPTCHA challenges that are sent at each attempt to log in to Zen. I've checked their IPs using one of the websites you suggested https://www.projecthoneypot.org/ but it says there's no information on none of my customer's IPs. Moreover, they are connecting to Zendesk while in their company's VPN, so what's the deal?
    Is there a way to mitigate that? Thanks.

    2
  • Angelique Paulus

    We also have a customer using our Customer Portal based upon Zendesk that they are constantly requested to fill in the CAPTCHA screen. 

    2

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