how to support GDPR

9 댓글

  • Kai Zhou
    댓글 작업 고유 링크

    Hi Martin,

    Thank you for your feedback. We have a Cookie Policy which documents the type of information stored in the cookie. It can be used to inform your users and request for consent, if required.

    Regarding the deletion of user info in cookies, we do not provide a way to enable/disable cookies centrally using an API. The website can use the clearAll API to remove visitor information once the chat has ended or before beginning of chat to remove cookie-specific behavior. 

    Hope this help!

    -Kai

    -3
  • Martin Millmore
    댓글 작업 고유 링크

    That seems to me like a stock answer that you are providing, because it's both wrong and doesn't answer the question asked.

    First of all, the cookie policy you point to is the cookie policy for the zendesk family of websites. It is not about the cookies that get created when I have zopin on MY website. 

    Secondly, the clearAll API is useful, but only after someone has accepted the cookies and decided to revoke them. The law on GDPR is clear - we should not be tracking someone without explicit approval in advance. That means we need no cookies and only add them when the person says it is OK, not revoking them afterwards. The only way you provide to do that is with the setDefaultImplicitConsent call, but that messes up the user experience unnecessarily. 

    To make zopim work with GDPR, all you need to do is to change the wording that appears when you make the setDefaultImplicitConsent call. Keep the current cookie behaviour, but don't say "Chat Disabled". Say that the chat is available as normal, and prompt someone to accept cookies when they open it. It's a minor enhancement, but without that I, and I imagine all other European customers, will have find another provider. I suggest you pass this feedback on to your product managers before you have a mass exodus.

    3
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Hi Martin, 

    I encourage you to email privacy@zendesk.com with your concerns. This will escalate things the the appropriate people. 

    -3
  • Martin Millmore
    댓글 작업 고유 링크

    For anyone else who is looking for an answer, here is the outcome I arrived at. This is a snippet of an example using the civikuk cookie control, which has callbacks for accept and reject;

     

    optionalCookies: [
    {
    name : 'help',
    label: 'Online Help',
    description: 'To use online help and to chat with us, you need to enable this option',
    cookies: ['__zlcmid'],
    onAccept : function(){


    <!--Start of Zopim Live Chat Script-->
    window.$zopim||(function(d,s){var z=$zopim=function(c){z._.push(c)},$=z.s=
    d.createElement(s),e=d.getElementsByTagName(s)[0];z.set=function(o){z.set.
    _.push(o)};z._=[];z.set._=[];$.async=!0;$.setAttribute('charset','utf-8');
    $.src='//v2.zopim.com/xxxxxxxxxx';z.t=+new Date;$.
    type='text/javascript';e.parentNode.insertBefore($,e)})(document,'script');

    $zopim(function() {
    $zopim.livechat.cookieLaw.comply();
    });
    <!--End of Zopim Live Chat Script-->

    },
    onRevoke: function(){
    // Disable Zopim
    $zopim(function() {
    $zopim.livechat.clearAll();
    $zopim.livechat.cookieLaw.comply();
    $zopim.livechat.cookieLaw.setDefaultImplicitConsent();
    });

    // End Zopim
    }
    }],

    1
  • Kazmin
    댓글 작업 고유 링크

    @Martin, thanks for the question, I was going to write the same thing! The text "Chat closed" is really ridiculous from a UX perspective. Please update the thread when the issue is resolved.

    3
  • Peter Moore
    댓글 작업 고유 링크

    I'd like to add my voice to this. We need the text to say something like "Enable chat" or "Start Chatting" as "Chat Disabled" suggests it's not available at all.

    1
  • Nicole - Community Manager
    댓글 작업 고유 링크

    Hi all - 

    Since GDPR deals with legal issues, it is beyond the scope of what we can discuss in-depth in the Community. Please email privacy@zendesk.com with your GDPR-related questions and concerns, and they'll be able to help you out. 

    0
  • Peter Moore
    댓글 작업 고유 링크

    Hi Nicole, the question here isn't really related to GDPR. It's to do with the message that is added to the chat window when you enable the cookie compliance settings.

    The message added to the window says "Chat Disabled" which to a user would make it seem that live chat is not available which isn't the case.

    It would make more sense for the message to say something like "Start a chat" because even when they click on the button, the user still needs to consent to cookies before anything happens anyway.

    I have emailed privacy@ as well, but really, it's just a case of changing that message to be clearer.

    1
  • Nicole - Community Manager
    댓글 작업 고유 링크

    ah, yes, I see. There are two different conversations happening concurrently in the thread. Since the title and OP had to to with GDPR, that seems to be the primary conversation. 

    As far as changing the wording; I would post that to the Product Feedback topic, which the product managers are subscribed to. Since they're the ones who would need to be making that change, best to try to get that message over to them. 

    0

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