Log in Product Support
  • Company
    • About us
    • Press
    • Investors
    • Events
    • Careers
    • Legal
Contact Us
  • English
    • Español
    • Español (LATAM)
    • Português
    • Français
    • Deutsch
    • Italiano
    • Nederlands
    • 日本語
    • Pусский
    • 한국어
    • 繁體中文 (台灣)
    • 繁體中文 (香港特區)
The Zendesk logo. Let's make things better in customer service.
  • Products

    The Zendesk Family

    The Zendesk family of products work together to build the best experiences for your customers

    • support

      Integrated customer support

    • guide

      Knowledge base and self-service

    • chat

      Live chat and messaging

    • talk

      Call center software

    • explore

      new

      Analytics and reporting

    • Proactive campaigns

    • inbox

      Shared team inbox

    • Our platform

      Tools that give developers the flexibility to go even further

    • Developer Platform

    • Apps Marketplace

    • Embeddables

  • Pricing
  • Demo
  • Solutions

    Zendesk Solutions

    • Omnichannel Support

      Seamless customer service across all channels

    • Scale with Self-service

      Improved resolution rates, lower support costs, and happier customers

  • Services
  • Resources

    Resources

    Learn more about Zendesk and how to create a better customer experience

    • Library

      Guides, research, videos, and resources

    • Blog

      News, tips, and best practices

    • Customer Stories

      See what success with Zendesk looks like

    • Events

      Come meet us in person

    • Live Webinars

      Online events

    • Relate by Zendesk

      Customers. Colleagues. Community. It's complicated.

    • Partners

      How to locate or become a Zendesk partner

    • API & Developers

      Info for building things with Zendesk

  • Get started
  • Get started

Zendesk Legal

Welcome to the land of legal eagles.* The information provided here is for Zendesk subscribers and suppliers who have questions about our terms, policies, intellectual property, and compliance.

*No eagles or lawyers were harmed in the making of this web page

Legal Information and Resources
  • Contact Information
  • Customers and Partners
  • Policies and Procedures
  • Trademarks and Intellectual Property
  • Procurement and Suppliers

Cookie Policy Effective as of October 1, 2015

Previous Version, No Longer in Effect as of November 1, 2016

Effective as of October 1, 2015, we have an updated Cookie Policy that applies to both Zendesk and Zopim.

Intro

This Cookie Policy (“Policy”) is effective as of October 1, 2015, and explains how at Zendesk, we believe in being open and clear about how we use your information. In the spirit of transparency, this policy provides detailed information about how and when we use cookies.

For the purposes of this Policy, our “Services” refer to the on-demand customer service solution made available by Zendesk, Inc. (the, “Zendesk Service”) and the hosted online communication service made available by Zopim Technologies Pte Ltd (the, “Zopim Service”), as more completely described in our Terms of Service. Each Service shall also include such other products, services, and additional features with certain subscription plans, paid applications in the Zendesk Marketplace or software made available to you on a trial or paid basis.

Click here for a prior version of the Zendesk Cookie Policy and here for a prior version of the Zopim Cookie Policy.

If there are any material changes to this Policy, you will be notified by email, through the Service, or by the posting a prominent notice on our Websites prior to the change becoming effective. We encourage you to periodically review this page for the latest information on our privacy practices. Your continued use of our Services or Websites constitutes your agreement to be bound by such changes to this Policy. Your only remedy, if you do not accept the terms of this Policy, is to discontinue use of our Service and our Websites.

Does Zendesk use cookies?

Yes. We and our marketing partners, affiliates, and analytics or service providers use cookies and other technologies to ensure everyone who uses our Services and Websites has the best possible experience. When you use our Services or visit our websites, we or a third party may place a number of cookies in your browser. Cookies also help us keep our Services and your Account safe.

We use cookies on our Websites (https://www.zendesk.com; https://www.zopim.com; and https://www.zendesk.com/apps/ together with the other websites that we operate (collectively referred to as “Websites”), and our Services offered on the Websites.

What is a cookie?

A cookie is a small text file that is placed on your hard drive by a web page server. Cookies contain information that can later be read by a web server in the domain that issued the cookie to you. Some of the cookies will only be used if you use certain features or select certain preferences, and some cookies will always be used. You can find out more about each cookie by viewing our current cookie list here. We update this list quarterly, so there may be additional cookies that are not yet listed. Web beacons, tags and scripts may be used in our Websites or Services or in emails to help us to deliver cookies, count visits, understand usage and campaign effectiveness and determine whether an email has been opened and acted upon. We may receive reports based on the use of these technologies by our service/analytics providers on an individual and aggregated basis.

Why does Zendesk use cookies?

When you visit the Website or use the Services, Zendesk may place a number of cookies in your browser. We use cookies to keep any individual authorized to use the Services as an agent and/or administrator (“Agent(s)”) or any person or entity other than Agents with whom Agents interact using the Service (“End-Users”) logged into the Services and to remember relevant information when the Agent or End-User returns to the Services. We also use cookies within the Services and on our Websites to understand visitor and user preferences and improve their experience, and track and analyze usage, navigational and other statistical information. You can control the use of cookies at the individual browser level. If you disable cookies, you may still visit the Websites and use the Services, but your ability use some features or areas of our Websites or Services may be limited.

How to disable Cookies

You can generally accept or decline the use of cookies through a functionality built into your web browser. To learn more how to control cookie settings through your browser:

Click here to learn more about the “Private Browsing” setting and managing cookie settings in Firefox;

Click here to learn more about “Incognito” and managing cookie settings in Chrome;

Click here to learn more about “InPrivate” and managing cookie settings in Internet Explorer; or

Click here to learn more about “Private Browsing” and managing cookie settings in Safari.

If you want to learn more about cookies, or how to control, disable or delete them, please visit http://www.aboutcookies.org for detailed guidance. In addition, certain third party advertising networks, including Google, permit users to opt out of or customize preferences associated with your internet browsing. To learn more about this feature from Google, click here.

Many jurisdictions require or recommend that website operators inform users/visitors as to the nature of cookies they utilize and, in certain circumstances, obtain the consent of their users to the placement of certain cookies. If you are a subscriber to our Services, it is your responsibility to inform the individuals with whom you interact using the Services, including your Agents and End-Users as to the types of cookies utilized in the Services and, as necessary, to obtain their consent. If you require more specific information as to the nature of the cookies utilized in the Services for purposes of fulfilling these obligations, please contact us by email at privacy@zendesk.com.

Our Websites include third party social media features, such as the Facebook Like button and third party widgets, such as the ‘Share This’ button or interactive mini-programs that run on our Websites. These features may collect your IP address, which page you are visiting on our Websites, and set a cookie to enable the feature to function properly. Your interaction with these features is governed by the privacy policy of the third party company providing it.

We may use any of the following categories of cookies on our Websites, in the Zendesk Service and in Zopim Service as detailed below.

Each cookie serves one of four different purposes:

Category Description

1. Essential Cookies

Essential cookies are sometimes called “strictly necessary” as without them we cannot provide many services that you need on the Websites. For example, essential cookies help remember your preferences as you move around the Websites.

2. Analytics Cookies

These cookies track information about visits to the Websites so that we can make improvements and report our performance. For example: analyze visitor and user behavior so as to provide more relevant content or suggest certain activities. They collect information about how visitors use the Websites, which site the user came from, the number of each user’s visits and how long a user stays on the Websites. We might also use analytics cookies to test new ads, pages, or features to see how users react to them.

3. Functionality or Preference Cookies

During your visit to the Websites, cookies are used to remember information you have entered or choices you make (such as your username, language or your region) on the Websites. They also store your preferences when personalizing the Websites to optimize your use of Zendesk, for example, your preferred language. These preferences are remembered, through the use of the persistent cookies, and the next time you visit the Websites you will not have to set them again.

4. Targeting or Advertising Cookies

These cookies are placed by third party advertising platforms or networks in order to, deliver ads and track ad performance, enable advertising networks to deliver ads that may be relevant to you based upon your activities (this is sometimes called “behavioral” or “targeted” advertising) on the Websites. They may subsequently use information about your visit to target you with advertising that you may be interested in, on the Websites and other websites. For example, these cookies remember which browsers have visited the Websites.

> List of Cookies used on Websites

This is a list of the categories of cookies used on our Websites

Host Set by/for (applicable domain name) Cookie Purpose Cookie Duration

Zendesk & Zopim

Optimizely

Tracking for A/B testing

10 years

Zendesk

Heap

Event tracking to monitor behavior

2 years

Zendesk

Mixpanel

Event tracking to monitor behavior

1 year

Zendesk

Gauge

High level behavior tracking

2 years

Zendesk & Zopim

Google Analytics

This web analytics cookie collects information about how visitors use our Websites, which website the user came from, the number of each user’s visits and how long a user stays on our Website.

2 years

Zendesk

Livefyre

Visitor authentication for commenting and user reviews

2 years

Zendesk

Disqus

Visitor authentication for commenting and user reviews

2 years

Zendesk

Crazy Egg

Analytics Tool that gives us heat maps and click data

5 years

Zendesk & Zopim

Adroll

Advertising focused on retargeting

10 years

Zendesk

Bizo

Allow advertising via Display, Retargeting and other channels.

5 years

Zendesk

Convertro

Multichannel analytics platform

13 years

Zendesk

Eloqua

Marketing automation software

1 year

Zendesk

Pardot

Marketing automation software

10 years

Zendesk

Quantcast

Advertising

6 months

Zendesk

Facebook Connect

These cookies enable visitors to share website pages and content through third party social networking and other websites. The companies that serve these cookies may also use visitors information to serve targeted advertising on other websites.

8 hours

Zendesk & Zopim

Doubleclick

This cookie is used for re-targeting, optimisation, reporting and attribution of online adverts.

2 years

Zendesk

Advertising.com

Advertising Vendor for prospecting

2 years

Zendesk

AppNexus

Advertising Vendor for prospecting

1 year

Zendesk

Google Adwords Conversion

Advertising pixel for prospecting and retargeting

540 days

Zendesk

LiveRamp

Tracking of anonymous user characteristics

180 days

Zendesk

Twitter Advertising

These cookies enable visitors to share website pages and content through third party social networking and other websites. The companies that serve these cookies may also use visitors information to serve targeted advertising on other websites.

1.5 years

Zendesk

Google Tag Manager

Simplifies cross domain tracking in Google Analytics

2 years

Zopim

Cloudflare

Control over cache of assets

1 year

Zopim

Rlcdn.com

Ad targeting

10 years

Zopim

Smartadserver.com

Advertising

10 years

Zopim

Bidswitch

Publisher/Ad Platform

10 years

Zopim

Pubmatic

Publisher/Ad Platform

10 Years

Zopim

Delivery.swid.switchads.com

Advertising

10 years

Zopim

angsryr.com

Targeting/Advertising

10 years

Zopim

Adtechus.com

Advertising

10 years

Zopim

.adnxs.com

Advertising

10 years

Zopim

iLijit.com

Advertising

10 years

Zopim

Hubspot

Advertising

10 years

Zopim

Wistia

Video Streaming

10 years

> List of Cookies used in the Services

This is a list of the categories of cookies used in the Services and why we use them.

Host Cookie Name Cookie Purpose Cookie Duration

Zendesk

_zendesk_shared_session

Holds session information for sharing across Zendesk applications

Session

Zendesk

_zendesk_nps_session

Sessions for NPS specifically. Will eventually fold into shared

Session

Zendesk

_zendesk_session

Hold session information for root access applications

Session

Zendesk

_help_center_session

Sessions for HC specifically. Will eventually fold into shared

Session

Zendesk

_voice_session

Sessions for Voice specifically. Will eventually fold into shared

Session

Zendesk

_carson_container_session

Sessions for Carson specifically. Will eventually fold into shared

Session

Zendesk

_zendesk_remember_me

Preference for maintaining login sessions

2 weeks

Zendesk

_zendesk_settings

Arbiratry, non-PII settings usually for preferences, phasing out

1 year

Zendesk

_zendesk_cookie

Arbiratry, non-PII settings usually for preferences, replaces _zendesk_settings

20 years

Zopim

Google Analytics

Website Analytics

2 years

Zopim

Cloudflare

Control over cache of assets (CDN)

1 year

Zopim

Session

Session Details

The content of this Policy is for your general information and use only. These cookies are subject to change without notice. We do not provide any warranty or guarantee as to the accuracy of the information included above. You acknowledge that this information may contain inaccuracies or errors and is subject to change and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

  • OUR PRODUCTS
    • Support
    • Guide
    • Chat
    • Talk
    • Message
    • Inbox Team Email
    • Explore
    • Connect + Outbound
    • Integrations & Apps
    • Embeddables
    • Insights & Analytics
    • Product Updates
  • TOP FEATURES
    • Ticketing System
    • Knowledge Base
    • Community Forums
    • Help Desk Software
    • IT Help Desk
    • Security
    • Tech Specs
  • RESOURCES
    • Product Support
    • Request a demo
    • Library
    • Zendesk Blog
    • Live webinars
    • Training
    • API & Developers
    • Services & Partners
    • For Retailers
    • Relate by Zendesk
    • Customer Stories
    • Services
  • COMPANY
    • About us
    • Press
    • Investors
    • Careers
    • Neighbor Foundation
    • Contact Us
    • Sitemap
    • System Status
    • Product Help
    • Legal
  • FAVORITE THINGS
    • Zendesk for Startups
    • Sh*t Agents Say
    • Zoe Calls Home
    • Zendesk Benchmark
    • Zendesk for Small Business
    • Gartner CRM Magic Quadrant
    • Hiring Great Support Teams

Enter the Fold

Join the elite group of other people who have also signed up for our mailing list.

  • Subscribe
    
Terms of Use Privacy Policy Cookie Policy ©Zendesk 2018