Setting up a cookie pop-up (EU Policy)


  • Jessie Schutz
    Zendesk Team Member

    Hey Katharina!

    Let me check with our Community Moderators. Quite a few of them are located in the UK/EU, so hopefully they'll be able to shed some light on this for you!

  • Andrea Saez

    EU cookie policy is only required if you are saving or collecting private information. This should only happen in your case if the user is logged in to your site. I think you might be confusing this with GDPR, which is a whole other issue. If you are using SSO on your HC, then EU policy and GDPR should be covered in your ToS and GDPR policy - the pop up is not necessary as long as the information is readily available. 

    A pop up isn't the strict required law, it's just one way to show cookie consent.


  • Katharina Volkmann

    Hi Andrea,

    Thank you for your answer! ...and sorry for my late reply!
    I double checked with our legal department and they say we do need the cookie pop-up for the simple reason that we use google analytics for our help center.
    So my question remains: Is there an out-of-the-box solution for this that works with zendesk?

    Thanks again,


  • Jessie Schutz
    Zendesk Team Member

    Hi Katharina!

    I'm afraid there isn't anything that currently exists in the product that'll do this for you, but you should be able to use some custom code to add the pop-up for you. I'm not able to help with that, and I don't see any Tips  about this either, but if you have anyone in your organization who can code, they should be able to do it!

  • David Rose

    Hi Jessie

    I spoke to the ICO office today and they confirmed that with GDPR all web sites HAVE to allow the user to explicitly Opt-in to any cookies that are not essential for the working of the web site - so the Zendesk website itself should already be offering this to anyone browsing it from Europe. Maybe something your legal team need to verify?

    I also noticed today (GDPR audit)  that when a new user signs up to our Zendesk subdomain there is no way for them to agree to our T & C's - which seems a odd omission. Yes I could write the text "By clicking Sign up you're agreeing to our T&C's" but it's not really a positive action (such as clicking a "I agree" check box) and it would be displayed at the top of the form, not adjacent to the button, so could be argued wasn't sufficiently prominent. 

    Could do with some feedback with both of these please.

  • Nicole Saunders
    Zendesk Community Team

    Hi David - 

    You will want to email with these concerns; this is more in-depth than we've been authorized to discuss in the community around GDPR. The legal team will get back to you within a couple of days - they've been very good about responding to questions emailed to them at that address. 


Post is closed for comments.

Powered by Zendesk