What is the _zendesk_session cookie?
_zendesk_session is an HTTP cookie set by Zendesk, the help desk and live chat platform used by many websites for customer support. It appears when a visitor opens the Zendesk Web Widget or accesses a help center / support portal built on Zendesk.
The cookie is created by the Zendesk script loaded on the page, typically as soon as the widget initializes, whether or not the visitor actually opens the chat window.
What data it stores
The cookie stores a session identifier that Zendesk uses to link subsequent requests to the same chat conversation or help center visit. The exact value format is not publicly documented by Zendesk and may vary; it is not an advertising identifier and does not, as a rule, contain directly readable personal data.
The value is sent to Zendesk's domains (typically zendesk.com subdomains tied to the client's account) with each request the widget makes to Zendesk's infrastructure.
What it is used for
Its main purpose is technical: keeping a chat or help-center browsing session consistent, so that sent messages, conversation state, or the current help article stay correct throughout the visit.
For the site owner, this cookie is what makes the support widget function correctly - without it, the visitor's session with the chat agent or knowledge base could reset with every new interaction.
Does it require consent?
As a session cookie needed for the actual operation of a support tool the visitor actively engaged with (opening the chat or help portal), it is usually classified as strictly necessary and does not require prior consent under Article 5(3) of the ePrivacy Directive, transposed in Romania via Law 506/2004.
- The site owner should still list it in the cookie policy, along with its purpose and provider (Zendesk).
- If the Zendesk widget loads on every page (not just on user request) and also sets other cookies for analytics or marketing purposes, those additional cookies need to be assessed separately and may require consent.
- It's worth periodically checking which cookies your specific Zendesk account actually sets, since configuration can vary between accounts.
How to block or delete _zendesk_session
A visitor can delete or block this cookie through browser settings (clearing site cookies or using private browsing); doing so simply resets the chat widget or help center session on the next page load.
For site owners who need to gate any non-essential scripts tied to their support setup (for example, if Zendesk is configured to also set analytics cookies), a consent management platform like CookieFix can automatically block the Zendesk script from loading until the visitor makes a choice, while still allowing strictly necessary cookies where applicable.
Frequently asked questions
Usually not, since it's considered strictly necessary for the chat or support session the user actively started. It still needs to be listed in the cookie policy.
It's a session cookie, meaning it's automatically deleted when the visitor closes the browser or tab.
The current session with the Zendesk chat widget or support portal may be interrupted, and a new session will be created on the next page load.
The cookie itself stores a technical session identifier, not directly readable personal data; any information entered by the user in chat is handled separately by Zendesk under its own privacy policy.