Last updated: 2024-05-27
Source: https://support.freshservice.com/support/solutions/articles/50000002092-freshdesk-cookie-policy
Use of Cookies
This Cookie Statement explains how Freshdesk uses cookies and similar technologies to recognize you when you use our product. It explains what these technologies are and why we use them, as well as your rights to control our use of them.
What are Cookies?
Cookies are small pieces of information stored on your hard drive, not on Freshdesk. Cookies set by the website owner (in this case, Freshworks) are called first-party cookies. Cookies set by parties other than the website owner are called third-party cookies. Third-party cookies enable third-party features/functionality to be provided on or through the website (for example advertising, interactive content, and analytics). The parties that set these third-party cookies can recognize your computer both when it visits the website in question and also when it visits certain other websites.
Why do we use cookies?
We use first-party and third-party cookies for several reasons. Some cookies are required for technical reasons in order for our product to operate, and we refer to these as "essential" or "strictly necessary" cookies. Other cookies also enable us to track and target the interests of our users to enhance the experience of our product. Third parties serve cookies through our product for analytics purposes. This is described in more detail below.
Cookies served through our product on the agent portal
The different cookies served through our product, and their purposes are described in the table below:
| Cookie provider | List of cookies | Description |
| Freshdesk internal cookies | \_helpkit\_session | The secret key for verifying cookie session data integrity. If you change this key, all old sessions become invalid. |
| helpdesk\_node\_session | An encrypted hash that stores the secret key and ID ofthe login attempt. | |
| return\_uri/return\_to | Used to return to the page where the app was installed. | |
| falcon\_enabled | Indicates if falcon\_ui is enabled for an account. | |
| session\_token | Contains the fresh\_id token encrypted hash. | |
| \_x\_m | Contains the shard ID at which the account runs. | |
| \_x\_w | Contains the state of the shard | |
| tag\_sort\_key | Indicates the order of the tags used in /admin/tags. | |
| template\_show\_tab | Filter used to show the page view for /admin/ticket\_templates page (default value: shared) | |
| scenario\_show\_tab | Filter used to show the page view for /admin/scenario\_automations page (default value: shared) | |
| filter\_name | Used to set the name of the filter in the agents' tickets list page for default views and custom views. | |
| order\_type | Used to check if the order is ascending or descending for default ticket filters. | |
| wf\_order | Used to check the order of the tickets filtered for custom ticket filters eg, due\_by, agent\_responded\_at, requester\_responded\_at, etc. | |
| wf\_order\_type | Used to check if the order is ascending or descending for custom ticket filters. | |
| session\_state | Hash values that are used to check if FreshID V2 is enabled. | |
| order | Used to check the order of the tickets filtered for default ticket filters eg, due\_by, agent\_responded\_at, requester\_responded\_at, etc. | |
| Google Analytics | \_\_utm\* | To reduce the retention time of the cookies, go to Google Analytics > Admin > Tracking Info > Data Retention.<br>Refer to this link for more details. |
| Website | helpdesk\_url | Contains the URL for the Freshdesk L2 dev portal. The default value is freshdeskl2dev.freshdesk.com. |
| Heap Analytics | \_hp2\_\* | Cookies used by Heap Analytics to manage data<br>Refer to this link to know more details. |
| Beamer notifications | \_BEAMER\_ | Cookies used by Beamer Notifications to manage their data. |
| Freshmarketer | zarget\_\* | Refer to Freshmarketer cookies. |
| Cloudflare | \_\_cf\_bm | Used to identify and mitigate automated traffic to protect your site from bad bots. Learn more. |
Cookies served through our product on the customer portal
The different cookies served through the customer portal and their purposes are described in the table below:
| Cookie provider | List of cookies | Description |
| Freshdesk internal cookies | \_fw\_crm\_v | Freshchat/Freshworks cookie (used to track Visitor/User identity and chat sessions performed by the user). |
| \_x\_w | Contains the shard ID on which the account runs. | |
| \_x\_m | Contains the state of the shard. | |
| \_helpkit\_session | The secret key for verifying cookie session data integrity. If you change this key, all old sessions become invalid. | |
| helpdesk\_node\_session | An encrypted hash that stores the secret key and id of the login attempt. | |
| user\_credentials | Used for user authentication. | |
| wf\_order | Used to check the order of the tickets filtered for custom ticket filters, eg, due\_by, agent\_responded\_at, requester\_responded\_at, etc. | |
| wf\_order\_type | Used to check if the order is ascending or descending for ticket filters. | |
| wf\_filter | Denotes which filter is applied for the tickets list. | |
| Cloudflare | \_\_cf\_bm | Identifies and mitigates automated traffic. |
Enabling the default cookie policy for the customer portal:
You can enable the default cookie consent popup for your support portal in the security settings.
Once enabled, any new user on your support portals will see a disclaimer (banner) at the bottom of the page informing them about the cookies served.
If they click Click here, they will be presented with the consent popup which explains the cookies being served and their purpose.
Please note that only the default cookies served through Freshdesk are displayed here. If there is any customization or integration which serves additional cookies, you would need to implement your own cookie consent popup via portal customization.
``` Note: Disabling the cookie policy will remove this banner from all your customer portals. ```
Customization:
If you would like the consent popup to only be available for specific portals, you can edit the individual portal themes and remove this placeholder {{ portal \| default\_cookie\_policy\_settings }}.