What is the _zendesk_shared_session cookie?
_zendesk_shared_session is an HTTP cookie set by Zendesk (Zendesk Inc.), the platform behind live chat, the support widget, and the help center embedded on customer websites.
It appears when a visitor loads a page where the Zendesk widget (Web Widget/Messaging) is installed, or opens a page on a Zendesk-hosted help center. The cookie is created automatically by the Zendesk script, with no extra action from the site itself.
What data it stores
The cookie stores a session identifier used to link a visitor's successive requests to a single active session within Zendesk's infrastructure — for example, to keep a chat conversation open while the visitor moves between pages.
The value is an identifier generated by Zendesk; its exact format is not publicly documented, and it typically does not contain directly readable personal data. The information is sent to Zendesk's servers, which may be hosted in the EU or US depending on the customer account's configuration.
What it is used for
The cookie's purpose is strictly functional: it lets the chat or help center widget recognize the visitor during the current session, so an ongoing conversation isn't lost when navigating between pages or reloading them.
For a site using Zendesk, this cookie is essential for the live chat or support form to work correctly during the visit.
Does it require consent?
In CookieFix's classification, _zendesk_shared_session falls under the necessary (strictly necessary) category, since it directly supports a functionality the visitor actively requested (opening a chat/support session).
- Under Article 5(5) of the ePrivacy Directive (transposed in Romania via Law 506/2004) and the guidance issued by ANSPDCP, cookies strictly necessary for a service explicitly requested by the user do not require prior consent.
- The site owner should still list it in the cookie policy, with its category, provider (Zendesk), and duration (session).
- If the Zendesk widget is also used for additional purposes (e.g. marketing analytics), those components must be assessed separately and may require consent.
How to block or delete _zendesk_shared_session
A visitor can delete or block this cookie from browser settings (Chrome, Firefox, Edge, Safari — per-domain cookie management), though doing so may interrupt the chat widget for that session.
For site owners, because this cookie is strictly necessary, it should not be blocked before consent. A CMP such as CookieFix can still manage the loading of the broader Zendesk script (including any non-essential components bundled with it), automatically blocking scripts not classified as necessary until consent is given, for consistent handling across the whole site.
Frequently asked questions
No — it's classified as strictly necessary for the chat/support widget the visitor actively requested, so it doesn't need prior consent under ePrivacy rules, but it should still be listed in the cookie policy.
It's a session cookie, meaning it's automatically deleted when the browser is closed.
The Zendesk chat widget or help center may not work correctly, and the conversation may not persist while browsing the site.
It's set by the Zendesk script embedded on the site (chat, messaging widget, or help center), not directly by the site owner.