Subdomain

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7 Comments

  • Ramin Shokrizadeh
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    Hi there Kundenbetreuung,

    Currently, the widget understands the visitor's identity based on the cookie and the cookie is based on the domain.

    Because the website and the help center are on separate domains, they are viewed as two different people.

    Over the course of 2017, we are exploring options to solve this problem but it may involve changing the cookie behavior. If/when we have more to share with you, we will keep you updated here.

    Thanks,

    Ramin

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  • Nelson
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    Is there a workaround if I modify the chat widget?

    That is, with custom code and perhaps use of the APIs to persist the chat history and chat session?

     

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  • Ramin Shokrizadeh
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    Hi Nelson,

    Unfortunately, there are no workarounds currently to solve this use case. The session is tied to the cookie and the cookie is tied to the domain. 

    We are still exploring changes to our cookie behaviour for the widget but nothing will be released in the next 6 months.

    -Ramin

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  • Diego García
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    Hi Zendesk Support Team, Is there a workaround about this topic?

    Thank you!

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  • Ramin Shokrizadeh
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    Hi Diego,

    If you authenticate visitors, they will have the ability to cross domains if the info/external ID is the same.

    You can learn more about the recently released feature here: https://chat.zendesk.com/hc/en-us/articles/360001771347-Conversation-history-authenticated-visitors-in-Chat-widget

    -Ramin

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  • Henzeberkheij
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    I believe that helpdesk.example.com and www.example.com are on the same domain. helpdesk is a subdomain, as is www.

    ....*.example.com is a perfectly normal notation for cookies. of course you could use the whitelist to prevent sharing them on subdomains you don't need it.

    again: is this possible? and no, authentication is not the same. 

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  • Ramin Shokrizadeh
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    Henzeberkheij, we are not changing the cookie behaviour any time soon. If you need cross domain support, you will need to use authenticated visitors.

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