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 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.
headtag. You do that by adding it to the document_head.hbs template, which contains anything within the
headtag. 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.
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?
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!
Nova Dawn: May I request you to add a reference to to Securiti's Consent Management platform as well?
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
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?
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