Disable 3rd party cookie requirement globally

Answered

49 Comments

  • Darien

    We're well into February and our end-users are reporting this issue as of today. Both our company and Zendesk seem very unprofessional at the moment, especially asking users to go through browser setting hoops simply to login to our portal. zendesk zendesk please prioritize this immediately! 

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  • Amy Gracer
    Community Moderator

    Although we have not seen this issue internally, it is now popping up for our end users and causing confusion and discontent. 

    What are your plan's for addressing?

    Thank you!

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Amy Gracer,

    I'm going to reach out to our Product Team and work on getting you an update on the current state of this issue. 

    Best regards. 

     

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  • Bruno Cruz

    Hello team,

    Our engineers are starting to get affected by this and the workaround provided by Yao two months ago is deemed as a security risk internally. Any update on this?

    1
  • Caroline Kello
    Zendesk Product Manager

    Hey folks,

    I'm Caroline and I'm on the Product team. We do have time set aside on my team's roadmap in the next month to figure out what our long-term solution is, related to these third-party cookie issues and user login issues and of course the security aspect of it. We've experienced issues with Safari in the past that seem to come and go, most likely based on the Apple ITP logic being updated. Most recently the new version of Chrome and the SameSite cookie update was top of mind for us to resolve.

    I understand the frustrations and we are aware of the issues it's causing, both from a user experience standpoint but also from yours and ours reputation.

    I'll be back in this thread when I've more updates to share and thank you for the patience in the meantime.

    Cheers, Caroline

    6
  • Matthew Horton

    Very glad this is being taken seriously and addressed. Our team are currently evaluating a free trial of Zendesk and I just spent ten minutes trying to log-in, hope this gets fixed soon! The product looks great otherwise.

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  • Дмитрий М

    Any updates on the issue? It's still not possible to use zendesk.

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Дмитрий М,

    At this time, we have no new announcements on the state of this issue. I would recommend in the interim staying subscribed to this thread and keeping an eye on our announcements page to stay up to date on developments.

    Best regards.   

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  • Vladimir ZenSupport

    Got this also since today, on iPhone and its default Safari browser.

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  • Chris Contorinis

    Also got this on Brave. You have to go to Settings > Shields > Cookies > Allow all cookies. The above Chrome workaround is not necessary (and does not work) for Brave.

     

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  • Brett - Community Manager
    Zendesk Community Team

    Hey Chris,

    It doesn't look like Brave is a supported browser which may be why you're still receiving errors on your end. More information on supported browsers here: Browsers supported by Help Center and Guide

    Hope this helps!

    -1
  • Chris Contorinis

    Hi Bret,

    Thanks for the article. My comment was just so that people who are using Brave, might be stuck and do not want to install another browser can get it going.

    Thanks again.

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  • Michael Bierman

    This issue has been open for over a year. It is very disappointing that zendesk hasn't addressed it. 

    I see people complain about

    • Safari
    • Brave
    • Chrome

    That is a huge portion of the user population.

    Zendesk is often used when a customer is already agitated and trying to get help with some problem. When they go to a vendor's portal to get help and then get pushed into a rabbit hole of zendesk hell this makes that customer and zendesk look bad. 

    Very unfortunate. 

    1
  • Lesley Heizman

    I am following this as well as we have customers that are reporting this issue in Safari and Chrome. Is there something we should be watching for under announcements once something is released? I am not sure how to advise our customers the best way to address this for each browser type. I see the issue with Safari on my mac and the prevent cross site tracking change works for me although I can see how users would object to that. I need to comb back through the thread here and see the recommendation for Chrome as that is the other big browser from our user base. Thanks! 

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  • Caroline Kello
    Zendesk Product Manager

    The best article to follow is Zendesk support for cookie-restricted browsers (Safari, Chrome). We updated it last week with the new login flow we introduced for Safari and its block on third-party cookies. It also has a recent update for hostmapped login not working on Chrome incognito. 

    What other issues are you seeing with Chrome?

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  • Lesley Heizman

    Thanks Caroline! I do have some users reporting issues with Chrome-where they are receiving a grey screen. I just logged a request about this. They are not using incognito mode and are on Chrome 84.0. 

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  • Caroline Kello
    Zendesk Product Manager

    Thanks Lesley, I'll find the ticket and follow along to see what's happening. Thanks for flagging!

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  • Phil Mocek

    I think it would be helpful if instead of discussing support for specific browsers (as if we're back to the bad old days of "works best in Internet Explorer"), Zendesk published detailed requirements and left satisfying those requirements up to those of us who have the know-how to do it.

    I, like many other people, actively try to *prevent* one site from setting cookies that another can see.  This is a widely-accepted best practice, and some browsers may be (hopefully are) doing this by default nowadays.  Disabling that is, as another user opined in this thread, a security nightmare.

    I use Brave Browser for most purposes, and I was eventually able to get Zendesk working by *disabling various combinations of the privacy-protecting mechanisms I use* (e.g. extensions Privacy Badger and uBlock Origin, Brave's inbuilt protections).  This is terrible.  And worse, I'm just guessing at what might work, as Zendesk do not appear to publish detailed requirements, so I cannot guarantee that it will continue to work.  I must assume that I have discovered a happy coincidence rather than a long-lasting solution to the problem.

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  • Phil Mocek

    Also, some Zendesk support staff seem to be conflating the use of cookies in general with the use of third-party cookies in particular.  The former is required by nearly any webapp, and I doubt any of your users are trying to run Zendesk in a browser that bars setting of any cookie.  The latter is something I see only out of Zendesk nowadays, and it is going to conflict with the configuration of most anyone who cares about their privacy and security, knows at least generally what a third-party cookie is, and knows how to configure his or her browser to prohibit them.

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