Issue symptoms
Agents or users are repeatedly asked to fill out CAPTCHA requests when using the help center.
Resolution
Are you accessing Zendesk through a proxy?
If access to your help center is through a proxy, you are more likely to receive a CAPTCHA challenge as your request will look more like an automated request than one made by a user directly over the Internet.
For more information, see this article: Accessing Zendesk with a reverse proxy. If it is not feasible to access Zendesk without a proxy, follow the remediation steps to decrease the chances of your proxy setup triggering Bot Management.
Cloudflare Privacy Pass
If the issue persists, Zendesk recommends installing the Privacy Pass browser extension for Chrome and Firefox. This decreases the frequency of CAPTCHA challenges by generating 30 tokens every time a challenge is solved. For more information about the Cloudflare Privacy Pass, see this article from Cloudflare's help center: Using Privacy Pass with Cloudflare.
For related information, see this article: CAPTCHA FAQs.
4 Comments
No. This is not alright. Why did this just start happening? We have not requested any captcha be added to OUR site. We do not use a proxy.
This will upset our customers, Slowing them down from getting their answer is the exact opposite reason for why we use Zendesk.
Yeah, I don't understand the desire to do this. I can understand if there is a comment abuse. But this is like an online store making you do a reCaptcha to buy something.
Can you implement Google reCaptcha less reCaptcha? https://www.google.com/recaptcha/about/
This is an awful experience for our reps who are frequently in the help center. Installing an extension is a poor solution.
Just to echo, this seems poorly thought-out. I'd like to see a MUCH more thorough explanation of the reasoning for this from Zendesk; if there isn't that much reasoning behind it, please rescind immediately.
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