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

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80 Comments

  • Jens Löfgren

    Our yearly renewal is also coming up but this issue has made us look into other solutions.

    3
  • Justin Burns

    Still an issue and now it affects Edge as well.

     

    3
  • rzd

    Again as has been 2.5 months since this was asked...

    Max McCal Caroline Kello When can we expect to see this resolved properly?

    Asking our customers to turn off or add exceptions for 3rd party cookies is not merely suboptimal, it's something that most will simply not do, and both we and our customers suffer greatly as a result.

    3
  • Tobias Linder

    Max McCal You wrote on July 16, 2021 that zendesk intending to fully cease using third party cookies as part of the login experience for host mapped accounts. 9 months have passed so can you please give us an update on the status of that plan. 

    2
  • Michael Bierman

    I had a customer furious with me (my company) the other day because of this exact issue. Their attitude was, that the entire experience left them frustrated and angry. They were not placated by the knowledge that this was zendesk's fault. They felt like we had let them down. 

    1
  • Tobias Linder

    Michael Bierman I had the same issue also again and again in the past. A client wants to log in to zendesk to create a support case. In such a situation the client is already stressed with the issue that he wants to report and gets seriously frustrated if he first has to click 5 times till he finally is allowed to enter his credentials. 
    One of the most important features of a helpdesk system should be, that it is easy for users no matter which browser they use to access it, right?

    1
  • Barkha Bhatia
    Zendesk Product Manager

    Hi everyone, thank you very much for posting your questions and concerns on this thread, your feedback is important to us. We at Zendesk constantly strive to improve our product based on customer research and feedback received through the community. My name is Barkha Bhatia, I'm a Principal Product Manager at Zendesk, taking over and leading the Zendesk authentication experience. 

    Over this thread, we notice two concerns regarding the user’s login for a Zendesk host mapped account for the browsers which have blocked the usage of third party cookies:

    1. Cross-site tracking - We fixed that issue in late 2020 for Safari (incl. iOS), Firefox and Edge. The solution in place makes sure that those browsers do not require cross-site tracking to be enabled, hence protecting user’s privacy. In order to address that we used the browser’s recommended technology i.e. Storage Access API.
    2. Login experience - To manage browser’s restrictions while still allowing legitimate users to login, we had to introduce a new sign in experience where we explicitly ask each time for permission to drop a Zendesk cookie, only for the duration of the user's browsing. We are currently working on a solution to provide a revised experience for login, which will require fewer clicks.

    If you want to know more, I am happy to set up a 1-1 chat with you. I look forward to sharing our early design, listening to feedback, and maintaining an ongoing conversation with you on this topic.

    0
  • Michael Bierman

    We are currently working on a solution to provide a revised experience for login, which will require fewer clicks.

    I have lost track of how many times a Zendesk representative has said this. 

    1
  • Tobias Linder

    Hi Barkha Bhatia

    Thank you for your offer but I really don't need 1-1 chat. What we need is Zendesk delivering on the promise from July 16, 2021 to fully cease using third party cookies as part of the login experience for host mapped accounts.

    Honestly Barkha Bhatia, you know any product other then Zendesk where a user has to click 5 times before he is allowed to start with the login process??? The Zendesk login process is broken, and it's broken for years, and you guys need now to act swiftly on this. I just checked my activities with zendesk support and actually found the ticket I created on October 15, 2019 about that issue with the title "Users can't login into zendesk with Safari" (ID: 4930495). This is now 2.5 years ago!

    2
  • Christian Oyarzun

    Hi Barkha Bhatia

    I agree with Tobias Linder, your post provides no updated information on how and when this will be resolved. Please provide us with an actual update on progress here as was promised on July 16, 2021.

    2
  • Chet Farmer

    Zendesk clearly has no intention of addressing this. It's time to look elsewhere. 

    2
  • ward

    Chet Farmer's comment describes my dilemma:  I had been considering using Zendesk for my consulting practice, but I abandoned that plan because most of my clients are Mac users – I certainly won't subject them to this long-standing problem.

    I actually discovered this discussion when I encountered the login hassle as a user seeking tech support from a vendor using Zendesk.

    2
  • Jon Yergatian

    The sad fact is Chrome, the browser with the largest market share by a substantial margin, won't be impacted until mid to late 2023. I get the impression this is the due date for Zendesk, regardless of what we say here in the comments.

    Barkha Bhatia, you kind of activated a landmine with your "update" as it provided no new information. So everyone was waiting quietly for a real update, only to be fed a giant plate of nothing.

    2
  • Chet Farmer

    Someday, maybe, "product managers" will learn that honesty and forthrightness are better moves than trying to spin a non-update or "won't fix" message. 

    1
  • Tobias Linder

    Jon Yergatian I guess you are right. But for a helpdesk product only focussing on the browser with the biggest market share is really not a reasonable approach. About 20% of all users are using Safari and all these are stuck in this "klick 5 times before login"-experience. 

    My company is managing 100'000 apple devices so I guess about 90% of our users are using Safari to access our helpdesk.

    0
  • giecrilj

    The problem is actually much worse than that. If a proprietary solution exposes its clients to the joys of Zendesk, the clients can just ditch the solution and find a more respectful one. It is not so easy with open source clients; for example, KDE uses GitLab and GitLab uses Zendesk. Assuming that ditching KDE is not an option, there really is no way out.

    0
  • Max McCal
    Zendesk Product Manager

    Hey, all – We have closed the comments on this article. Your feedback is valid, and we agree that there is much we can do better here. Our development team is working on improvements to the login user experience, targeting release by the end of September 2022 (timelines are based on best of our knowledge as of today and are subject to change). We will update this comment thread and our documentation when this happens. I truly appreciate everyone's concern here, but the conversation has stopped being useful for the average user who is looking to understand the way the product functions today. We welcome your feedback, but would prefer if you direct it to our community.

    -1
  • Andi Hürzeler

    Is there any update on this issue? Its November

    1
  • Lisa Kelly
    Zendesk Documentation Team

    Hi Andi
    Yes. We have updated the experience and it's rolling out to accounts now. See this announcement for details:  Announcing improved experience for cookie-restricted browsers



    2
  • Barkha Bhatia
    Zendesk Product Manager

    Hi Everyone,

    First of all, our apologies to everyone waiting for answers on this thread. And we truly appreciate your feedback and patience on this.
    To recap, we have already fixed Cross-site tracking back in 2020 for Safari (incl. iOS), Firefox, and Edge. With the latest fix, we have proactively fixed it for Chrome too. The other problem was the login experience, where users had to click multiple places before they could finally log in - that is also fixed. We are rolling it out for all customers; General Availability for all customers is planned by Nov 15 - please refer to this product announcement for more details. 

    3

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