Is having Zendesk Chat (Zopim) on my site illegal?

No. The complaints do not claim the script is illegal; they claim it recorded a visitor before the visitor consented, or kept recording after the visitor declined. Loading Zendesk Chat (Zopim) only after consent, or removing it when it is not used, is what removes the pattern the complaints describe.

How do I know if Zendesk Chat (Zopim) fires before consent on my site?

Run the free scan. It loads your pages without clicking anything and checks every request that leaves the browser against its tracker catalog, recording the millisecond each match fired. If Zendesk Chat (Zopim) appears, it fired before consent. When your banner has a reject button, the scan clicks it and reports whether the script kept firing.

Where do the case counts on this page come from?

From the complaint text of verified California Invasion of Privacy Act filings. When a complaint names this script, the case is linked to it. Complaints that are not yet available in the public record are not counted, so the number is a floor.

Chat widget from Zendesk

Zendesk Chat (Zopim) and website tracking lawsuits

Zendesk Chat, formerly Zopim, is a support chat widget that saves conversations and tracks visitor page views.

What Suitcast knows about Zendesk Chat (Zopim)

High risk

Type: Chat widget
Vendor: Zendesk

Requests the scanner matches to it

static.zdassets.com
ekr.zdassets.com
v2.zopim.com
widget-mediator.zopim.com
.zopim.com
.zdassets.com

The short answer

Zendesk Chat (Zopim) is a chat widget from Zendesk. Suitcast rates its risk under the California Invasion of Privacy Act, CIPA, as high, because complaints describe scripts like it recording visitors before they consent. The fix is to load it only after a visitor accepts, or to remove it when it is not used.

Why complaints name it

Complaints describe chat tools like this as recording visitor conversations and sharing them with a vendor without notice.

The act allows $5,000 per violation, which is why firms look for scripts that run the moment a page opens.

The fix

How to stop Zendesk Chat (Zopim) firing before consent

Written for the person who runs the site, with the setting to change.

Ask your developer to load the Zendesk widget only after the visitor clicks accept, and add a notice in the chat greeting that conversations are recorded.
Remove the script if you moved support to another tool.

How the scan checks this

Loads your pages like a first visit. A real browser, nothing clicked, nothing accepted.
Checks every request before the banner is answered. A request to static.zdassets.com is matched to Zendesk Chat (Zopim) and recorded with the millisecond it fired.
Clicks reject and watches again. When the banner has a reject button, the scan presses it; if Zendesk Chat (Zopim) keeps firing, the report says so.

Scanner rules and limits are on the methodology page.

Same type

Other chat widgets the scanner checks

Scripts of the same kind carry the same pattern in complaints, and the same fix.

Questions owners ask

Whether Zendesk Chat (Zopim) is a problem, how to check your site, and where the counts come from.

Is having Zendesk Chat (Zopim) on my site illegal?: No. The complaints do not claim the script is illegal; they claim it recorded a visitor before the visitor consented, or kept recording after the visitor declined. Loading Zendesk Chat (Zopim) only after consent, or removing it when it is not used, is what removes the pattern the complaints describe.
How do I know if Zendesk Chat (Zopim) fires before consent on my site?: Run the free scan. It loads your pages without clicking anything and checks every request that leaves the browser against its tracker catalog, recording the millisecond each match fired. If Zendesk Chat (Zopim) appears, it fired before consent. When your banner has a reject button, the scan clicks it and reports whether the script kept firing.
Where do the case counts on this page come from?: From the complaint text of verified California Invasion of Privacy Act filings. When a complaint names this script, the case is linked to it. Complaints that are not yet available in the public record are not counted, so the number is a floor.

Keep going

Does Zendesk Chat (Zopim) fire before consent on your site?

The free scan checks every request your pages make before the banner is answered, shows the millisecond Zendesk Chat (Zopim) fired, and whether it kept firing after reject.

Suitcast identifies risk indicators. It is not legal advice and does not determine compliance.