Cookies used in relation to customer service
In addition to cookies used on this website, additional cookies may be saved in connection to our customer services.
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 below. 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 the 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 do we use cookies?
When you use the Services, we may place a number of cookies in your browser. These are known as First Party Cookies and are required to enable to hold session information as you navigate within the Services. For example, we use cookies within the Services to understand Agent and End-User activity, improve their experience within the Service, and track and analyze usage, navigational and other statistical information. You can control the use of cookies at the individual browser level. If you elect not to activate the cookie or to later disable cookies, you may still use the Services, but your ability to use some features or areas of the Services may be limited.
How to disable cookies
You can generally activate or later deactivate the use of cookies through a functionality built into your web browser. To learn more about 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.
We may use any of the following categories of cookies in the Service as detailed below.
Each cookie falls within one of the three following categories:
|
Category |
Description |
|
Essential cookies |
Essential cookies (First Party Cookies) are sometimes called “strictly necessary” as without them we cannot provide the functionality that you need to use the Services. For example, essential cookies help remember your preferences as you navigate through the Services. |
|
Analytics cookies |
These cookies track information about visits to the Services so that we can make improvements and report our performance. For example: analyze Agent and End-User behavior so as to provide additional functionality or suggest certain activities. These cookies collect information about how visitors use the Services, which site or page the user came from, the number of each user’s visits and how long a user stays on the Services. We might also use analytics cookies to test new features to see how users react to them. |
|
Service |
Cookie name |
Cookie purpose |
Cookie duration |
Category |
|
All products Developer Portal |
_pendo_meta.PENDO_API_KEY |
Associates metadata with site visitors |
100 days |
Analytics |
|
All products Developer Portal |
_pendo_accountId.PENDO_API_KEY |
Grouping of site visitor metadata |
100 days |
Analytics |
|
All products Developer Portal |
_pendo_visitorId.PENDO_API_KEY |
Identifies site visitors |
100 days |
Analytics |
|
All products Developer Portal |
_pendo_launcher-closed.PENDO_API_KEY |
Application launcher |
10 days |
Analytics |
|
All products |
_cf_bm |
This Cloudflare cookie helps manage incoming traffic that matches criteria associated with bots. |
30 days |
Essential |
|
Support |
_zendesk_session |
Default rails cookie containing account_id and route |
Session |
Essential |
|
Support |
_zendesk_shared_session |
Authentication cookie - set to be anonymous |
1 day |
Essential |
|
Support |
_zendesk_authenticated |
This is a flag that’s set when a user is authenticated to display the most up to date content. |
Session |
Essential |
|
Support |
_zendesk_cookie |
Saves arbitrary preference settings. |
20 years |
Functionality |
|
Support |
_voice_session |
Default rails cookie |
Session |
Essential |
|
Support |
_app_market_session |
Stores the session key for the managing of Apps. |
Session |
Essential |
|
Support |
__cfduid |
Cloudflare per-client security settings for Twilio assets. |
1 year |
Functionality |
|
Support |
__cfduid |
Cloudflare per-client security settings for Outbound assets. |
1 year |
Functionality |
|
Support |
_cfruid |
Cloudflare cookie used in cases were multiple users are hidden behind the same client IP address. Each user will have a unique cookie to help prevent a case of rate limiting all users if one particular user hits the rate limit threshold. |
Session |
Functionality |
|
Support |
ob |
Stores session information for Connect standalone customers only - account ID, company ID, admin account ID, CSRF token and session ID (encrypted) |
No expiry, replaced on login or change to session |
Functionality |
|
Support |
_ob_pub-9dc679b8d7a3ce7af1cebb6a169a466c |
Connect JavaScript snippet |
3 years |
Functionality |
|
Support |
ajs_anonymous_id |
Counts how many people visit the site by tracking if users have visited before |
1 year |
Analytics |
|
Support |
ajs_group_id |
Tracks visitor usage and events within the website. |
1 year |
Analytics |
|
Support |
ajs_user_id |
Tracks visitor usage, events, target marketing, and can also measure application performance and stability. |
1 year |
Analytics |
|
Support, Guide |
JAR |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
30 days |
Essential |
|
Support, Guide |
APISID |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
2 years |
Essential |
|
Support, Guide |
CONSENT |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
20 years |
Essential |
|
Support, Guide |
DV |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
session |
Essential |
|
Support, Guide |
HSID |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
2 years |
Essential |
|
Support, Guide |
NID |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
6 months |
Essential |
|
Support, Guide |
SAPISID |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
2 years |
Essential |
|
Support, Guide |
SID |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
2 years |
Essential |
|
Support, Guide |
SIDCC |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
3 months |
Essential |
|
Support, Guide |
SSID |
Used to allow human users easy access to Zendesk features, while blocking actions by bots. |
2 years |
Essential |
|
Chat |
wsid |
Store user's session id. For authentication and session resume. |
session or 30 days |
Essential |
|
Chat |
_utma |
Google Analytics. Cookie used distinguish user vs sessions. |
2 years |
Analytics |
|
Chat |
_utmb |
Google Analytics. Cookie used to distinguish sessions vs visits. |
30 days |
Analytics |
|
Chat |
_utmc |
Google Analytics cookie used to distinguish sessions vs visits. |
session |
Analytics |
|
Chat |
_utmt |
Google Analytics cookie used to assist in throttling request rate. |
10 minutes |
Analytics |
|
Chat |
_utmv |
Google Analytics. Custom Variables cookie. |
1 year |
Analytics |
|
Chat |
_utmz |
Google Analytics cookie used to determine how an end user reached a page. |
6 months |
Analytics |
|
Chat |
_cfduid |
Cloudflare cookie used for security restrictions. |
1 year |
Essential |
|
Chat |
force_refresh |
Used when a user upgrades plan. |
unlimited |
Functionality |
|
Chat |
ASTATUS |
On first login, this cookie tells the dashboard what status to set for the user. |
session or 21 days |
Essential |
|
Chat |
_biz_flagsA |
Keeps track of the user's state. For example, whether or not the user has submitted a form, performed cross domain migration, etc. |
1 year |
Analytics |
|
Chat |
_biz_nA |
Sequence number that the Service increments and appends for each request to a server for diagnostics purposes. |
1 year |
Analytics |
|
Chat |
_biz_pendingA |
Temporary cookie that holds all pending requests to be sent to a server. |
1 year |
Analytics |
|
Chat |
_biz_sid |
Unique id that identifies each user's session. |
30 minutes |
Analytics |
|
Chat |
_biz_uid |
Unique id that identifies each user. |
1 year |
Analytics |
|
Chat |
_zlcmid |
Chat LC machine id |
1 year |
Essential |
|
Chat |
__zlcmid |
Store visitor's machine-id for the Chat widget's authentication |
1 year |
Essential |
|
Chat |
__zlcprivacy |
Store visitor's decision on CookieLaw |
1 year |
Functionality |
|
Chat |
_dc_gtm_UA-4089380-13 |
Used for Google Tag Manager |
2 hours |
Analytics |
|
Chat |
connect.sid |
Express Session cookies |
Session |
Analytics |
|
Chat |
_ga |
Google Analytics. Used to distinguish users. |
2 years |
Analytics |
|
Chat |
_gat |
Google Analytics. |
10 min |
Analytics |
|
Chat |
_gat_uaTrackerAll |
Google Analytics. |
10 hours |
Analytics |
|
Chat |
_ceg.s |
Collects usage information to create heatmaps of where users interact with a page. |
1 year |
Analytics |
|
Chat |
_ceg.u |
Collects usage information to create heatmaps of where users interact with a page. |
1 year |
Analytics |
|
Chat |
_ar_v4 |
Used for unique visitor authentication for Thunderhead. |
6 months |
Analytics |
|
Chat |
_cfduid |
Used to collect IP addresses for security purposes. |
1 year |
Essential |
|
Chat |
csrftoken |
Used for Cross Site Request Forgery protection. |
1 year |
Essential |
|
Chat |
optimizelyBuckets |
Records testing of user experience to deliver consistent successive page loads. |
10 years |
Analytics |
|
Chat |
optimizelyEndUserId |
Stores a visitor's unique. |
10 years |
Analytics |
|
Chat |
optimizelySegments |
Persists the visitor's classic Optimizely Testing segments: browser, campaign, mobile, etc. |
10 years |
Analytics |
|
Chat |
_zlcmid |
Zopim LC machine id. |
1 year |
Essential |
|
Chat |
zdash_status |
Used in dashboard to track preferences. |
Session |
Essential |
|
Chat |
_biz_flagsA |
Keeps track of the user's state. For example, whether or not the user has submitted a form, performed cross domain migration, etc. |
1 year |
Analytics |
|
Chat |
_biz_nA |
Sequence number that the Service increments and appends for each request to bizible server for diagnostics purpose. |
1 year |
Analytics |
|
Chat |
_biz_pendingA |
Temporary cookie that holds all pending requests to be sent to bizible server. |
1 year |
Analytics |
|
Chat |
_biz_sid |
Unique id that identifies each user's session. |
30 minutes |
Analytics |
|
Chat |
_biz_uid |
Unique id that identifies each user. |
1 year |
Analytics |
|
Guide |
_help_center_session |
Stores unique session key for Help Center product. |
Session |
Essential |
|
Guide |
_zendesk_authenticated |
Stores a binary variable determining whether the user is authenticated. |
Session |
Essential |
|
Guide |
_zendesk_session |
Stores unique session key for Zendesk Classic application. |
Session |
Essential |
|
Guide |
_zendesk_shared_session |
Stores a unique session key for a session shared across Zendesk Products. |
1 day |
Essential |
|
Guide |
_zendesk_cookie |
Stores settings information for various features. |
20 years |
Functionality |
|
Guide |
_embeddable_server_session |
Unique session key for the Zendesk embeddable web widget. |
Session |
Essential |
|
Guide |
_theming_center_session |
Stores unique session key for Theming Center's Guide functionality. |
Session |
Essential |
|
Guide |
hc-{user_identifier}-preview |
Stores Help Center Theme preview data. It is removed once preview mode is closed. |
1 day |
Functionality |
|
Guide |
hc-{user_identifier}-nbmin |
Stores if the agent navbar in help center is minimized. |
7 days |
Functionality |
|
Guide |
hc-{user_identifier}-pbmin |
Stores if the preview navbar in help center is minimized. |
7 days |
Functionality |
|
Guide |
__cfduid |
Cloudflare security settings for Guide assets. |
1 year |
Functionality |
|
Guide |
_ZD-automaticAnswers |
Stores Zendesk account ID to allow for future Answer Bot interactions |
1 day |
Functionality |
|
Talk |
_voice_session |
Default rails cookie |
session |
Essential |
|
Talk |
__cfduid |
Cloudflare security settings for Twilio assets. |
1 year |
Functionality |
|
Connect |
ob |
Stores session information for Connect standalone customers only - account ID, company ID, admin account ID, CSRF token and session ID (encrypted). |
No expiration. Replaced on login or change to session |
Essential |
|
Connect |
ob-{public-api-key} |
Connect js snippet. |
3 years |
Essential |
|
Connect |
__cfduid |
Cloudflare per-client security settings for Connect assets. |
1 year |
Essential |
|
Web Widget |
ZD-referrerPolicy |
Stores referrer tags. |
Forever (unless purged through normal browser activity) |
Essential |
|
Web Widget |
ZD-zE_oauth |
Stores the authentication token once the user has been authenticated. |
2 hours |
Essential |
|
Web Widget |
ZD-currentTime |
Sets the time when page loads. |
forever |
Analytics |
|
Web Widget |
ZD-settings |
Stores a hash of settings so that we don't keep sending blips after the initial one |
forever |
Analytics |
|
Web Widget |
ZD-suid |
Session id for pathfinder. |
20 minutes |
Analytics |
|
Web Widget |
ZD-buid |
Collects Machine ID. |
forever |
Analytics |
|
Explore/BIME |
_explore_session_id |
Stores unique session key for Explore product. |
Session |
Essential |
|
Explore/BIME |
bime_subdomain |
Contains the subdomain. Used by the App Tray. |
Forever |
Essential |
|
Developer portal |
_hercules_session_id |
Stores session data |
Session |
Essential |
|
Smooch.io |
sessionId |
Session cookie |
1 hour or 30 days (user preference) |
Essential |
|
Smooch.io |
_ga |
Google Analytics |
2 years |
Analytics |
|
Smooch.io |
_gat |
Google Analytics |
1 day |
Analytics |
|
Smooch.io |
_gid |
Google Analytics |
2 days |
Analytics |
Cookies subject to change
The content of this Policy is for your general information and use only. These cookies are subject to change without notice. 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.