To enable your users set their own cookie preferences, you must use a third-party cookie consent service (CCS) to apply cookie consent options on your help center. If end users choose to block cookies, they may have a degraded user experience.
If you are using a theme from the Theme Marketplace, then it must have a Developer license. For more information about theming, see Using Guide themes from the Zendesk Marketplace.
Note: Zendesk does not accept any liability for your use of any CCS. Your use of such services is subject to the terms, conditions and functionality of the CCS provider.
To set up a third party cookie consent service
Note: This procedure assumes you are using the theme editor within your help center. If you are using your own development tools to edit your theme locally, skip steps 2-4 and refer to Working on a theme locally for Guide Professional and Enterprise for how to access and edit your theme code.
- Choose a third-party cookie consent management platform, such as Cookiebot, TrustArc, or OneTrust and follow their instructions.
- In your Guide help center, click on the Customize design icon.
- On the Themes page, click Customize on the theme you want to add the cookie consent option to.
- On the page of the theme, click Edit code.
- Follow the instructions of the CCS and implement the Javascript snippet(s) that they provided. Instructions may vary between services. Generally, you must add the code within the
head
tag. You do that by adding it to the document_head.hbs template, which contains anything within thehead
tag. If you have one or more analytics snippets in the document_head.hbs (such as Google Analytics) you should add your cookie consent snippet above the analytics snippets. - Using the instructions of the CCS, configure the code to control all Guide cookies, and local storage that is not listed as "Strictly necessary" on the Zendesk cookie list.
8 Comments
Nova Dawn: May I request you to add a reference to to Securiti's Consent Management platform as well?
https://securiti.ai/privaci/cookie-consent-management/
Thank you.
Hi Nova Dawn
Please add Secuvy's Consent Solution to the list - https://secuvy.ai/universal-consent-management/
We just started using the consent service from ConsentManager.net. Though, their consent script seems to be overriding the Zendesk Widget (Classic) script entirely. Meaning that the widget is unavailable on our Guide.
In what ways do you troubleshoot these widget script issues using third-party consent service?
Hi David, thanks for writing in! It looks like you have submitted a conversation and a colleague replied. As always, you can reply to the conversation with any follow-up questions. Thank you!
Are any of those 3rd party tools capable of auto-blocking cookies that are set after filling a form, doing a search etc. until consent is given? Reading through OneTrust's documentation, those kind of cookies are not detected when doing a scan and therefore won't be blocked with their auto-blocking. Does anyone know of a way to go about this?
Aceptar
Securiti offers an offline scanner for cookies that are dropped conditionally. Please check us out at https://securiti.ai/privaci/cookie-consent-management/
Our IT dept auto clear cookies every week on our local machines, this does not seem to have any impact on using Zendesk
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