Troubleshooting Issues with Rebranded Portals - Zoho Desk Knowledgebase

Troubleshooting issues with rebranded portals

The following issues may occur for Zoho Desk users who have rebranded their domain as third-party cookies are disabled in their web browser.
  1. User Presence and Notifications
    1. Unable to process activities such as auto-assigning tickets, reporting on agent availability, and idle time
    2. Failure to make real-time updates
    3. Failure to detect agent collision
    4. Unable to process feeds and notifications
  2. Live Chat
    1. Chat widget breaks while trying to load under the Chat tab.
  3. Attachments
    1. Unable to view and download attachments
    2. Failure to load a preview of attachments
    3. Unable to render agents' profile pictures
  4. End Users
    1. End users couldn't confirm their initial password and reset passwords
  5. Knowledge base
    1. Unable to render and load attachments from the KBase Gallery
    2. Failure to upload articles using Cloud picker
    3. Unable to render Google Analytics and PageSense data
  6. Integrations
    1. Unable to load Zoho Assist and Microsoft Teams
    2. Failure to load Zoho Survey and Zoho Calendar extensions in the top band placeholder

For all the above-listed issues faced by rebranded domain users, you must enable third-party cookies in your web browser. Note that Apple's Safari browser has third-party cookies disabled by default. If you are using Chrome, Microsoft Edge, Mozilla Firefox, Opera, Safari, please use the steps below to check if third-party cookies are enabled in your web browser.

Enabling Third-party Cookies on your Web Browser
Here are the steps you need to follow to enable third-party cookies on different web browsers.

Google Chrome
  1. On your computer, open Chrome.
  2. Click the More icon (  ) and then Settings at the top right.
  3. Under "Privacy and security," click Cookies and other site data.
  4. Select the Allow all cookies option.

Mozilla Firefox
  1. On your computer, open Firefox.
  2. Click the Burger icon ( ☰ ) and then Settings at the top right.
  3. Select Privacy & Security from the left panel to view your settings for Enhanced Tracking Protection.
  4. To allow third-party cookies, do one of the following:
    1. If Strict is selected, choose Standard.
    2. If Custom is selected, uncheck the Cookies option.

Microsoft Edge
  1. On your computer, open Microsoft Edge.
  2. Click the More icon (3 dots icon) at the top right.
  3. Go to Settings > Site permissions > Cookies and site data
  4. Uncheck the Block-third party cookies option.

Safari
  1. On your computer, open Safari.
  2. Click the Safari drop-down menu from the top left corner of your screen and choose Preferences.
  3. Click Privacy in the top panel.
  4. Uncheck the Prevent cross-site tracking and Block all cookies option.

Opera
  1. On your computer, open Opera.
  2. Click the Opera menu icon (red circular icon ) and click Settings.
  3. Click Advanced in the left sidebar, and click Privacy & security.
  4. Under Privacy and security, click Site settings.
  5. Select Cookies and site data.
  6. Enable Allow sites to save and read cookie data and uncheck Block third-party cookies option.

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