|Rollout starts||Rollout ends|
|September 2021||October 31, 2021|
Zendesk is changing the CAPTCHA settings to prevent bot and malicious traffic from using Zendesk.
What is changing?
In the past, the help center ticket submission web form could be protected from bots and malicious traffic by requiring a CAPTCHA. This setting was enabled by default, but could be disabled by admins.
Now, all traffic going to the ticket submission web form will be automatically verified by Cloudflare bot management before it reaches the form. If Cloudflare determines the traffic from users who aren't signed in looks suspicious, Zendesk will serve CAPTCHA challenges to deter bad bots. This behavior can't be disabled. Qualified good bots and automations aren't expected to be impacted by this change.
Why did Zendesk make this change?
In an effort to tighten security and prevent bot attacks, Zendesk is ensuring CAPTCHA challenges are used consistently across all Guide and help center interfaces. This is an overarching security and reliability update applicable to all traffic reaching Zendesk services. Consistent protection is essential to keep all our customers safe from bad bots.
The goal of this change is to target bad bots and reduce the number of human users being asked to solve CAPTCHA challenges. We expect a 98% reduction in the number of human users presented with a CAPTCHA.
What do I need to do?
You don't need to do anything. This feature will be added automatically to your account.
If you have any questions or concerns, contact Zendesk Customer Support.