Some jurisdictions may require that you obtain user consent for cookies or allow users to opt-out of cookies on your sites. For example, if you have enabled Google Analytics cookies in your help center, you may be required to allow users to opt-out of those cookies, including through the use of a universal opt-out mechanism.
Setting up a third party cookie consent service
To enable your users to 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.
To set up a third party cookie consent service
- Choose a third-party cookie consent management platform, such as Cookiebot, TrustArc, or OneTrust and follow their instructions.
- In your Guide help center, click 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 snippets they provided.
Instructions may vary between services. Generally, you must add the code within the
head
tag. You do that by adding the additional JavaScript snippets provided by a third-party cookie consent management platform to the document_head.hbs template. This template 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.
Universal opt-outs with Global Privacy Control (GPC)
Global Privacy Control (GPC) is a browser setting that notifies websites of a user's privacy preferences, including with respect to third-party cookies, by sending a signal to each website a user visits. Unlike cookie consent, a user’s GPC signal applies across different websites. Some laws require website operators to respect GPC signals, even when they might conflict with a user’s cookie consent on a particular website.
Often, CCS providers also offer GPC tools to allow you to respect GPC signals.
9 comments
chaks.chigurupati
@...: 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.
1
Prashant Sharma
Hi @...
Please add Secuvy's Consent Solution to the list - https://secuvy.ai/universal-consent-management/
0
David
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?
0
Jupete Manitas
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!
1
Martina
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?
2
Manolo Jose
Aceptar
0
chaks.chigurupati
Securiti offers an offline scanner for cookies that are dropped conditionally. Please check us out at https://securiti.ai/privaci/cookie-consent-management/
0
Tony Warding
Our IT dept auto clear cookies every week on our local machines, this does not seem to have any impact on using Zendesk
0
Christian Perdikis
Hello,
I integrated my cookie consent script at the very head of the document_head.hbs file. However, we have google analytics integrated through the Zendesk Guide UI ("Guide Settings"), and the google tag fires before my cookie consent script.
Where/how does the google analytics Zendesk Guide integration inject code? I think this should be covered in your article because it is likely the biggest use case for anyone who uses google analytics on their help center sites, but it won't be picked up by cookie consent tags because they fire after Google Analytics.
Thank you!
3