1774592 - Cannot add Zendesk to Jira if enrolled in ETP standard

Status: VERIFIED FIXED

(Core :: Privacy: Anti-Tracking, defect, P3)

Description

[Cosmin Muntean [:cmuntean], Ecosystem QA]

Attachment: Cannot connect Zendesk to Jira.mp4

[Notes]

• When you try to add the Zendesk account to Jira, you cannot authenticate and you get a "It looks like cookies are disabled in your browser for Zendesk. Please enable cookies and try again.
• If ETP is turned off or is set back to Standard from "about:preferences" page, the issue is no longer reproducible. You can successfully connect to Zendesk account to Jira.

[Affected versions]:

• Firefox Release 101.0.1 (Build ID: 20220608170832)

[Affected Platforms]:

• Mac 10.15.7
• Windows 10 x64
• Linux Mint 20

[Prerequisites]:

• Have an Jira account created and logged in.
• Have a Zendesk account created and logged in.
• Have the Zendesk app support installed to Jira. You can install it from Jira | Marketplace apps | Zendesk Support for Jira.
• Have the Strict option enabled from "about:preferences" page.
  OR
• Be enrolled in the ETP Phase II or Phase III rollout. You can force enroll by setting the "nimbus.debug" to true and navigate to about:studies?optin_slug=total-cookie-protection-beta-roll-out-phase-ii-switch-on-to-new-users&optin_branch=control. Note that a restart is required.

[Steps to reproduce]:

1. Open the Firefox browser with the profile from prerequisites.
2. Navigate to "Your work" in the Jira page, click the "Apps" and select "Manage your apps.
3. Search after all apps and click the "Zendesk Support for Jira".
4. Click the "Configure" button.
5. Add your valid Zendesk subdomain and click the "Authenticate" button.
6. Observe the browser behavior.

[Expected result]:

• You are redirected to a page to enter your Zendesk credentials.

[Actual result]:

• The "It looks like cookies are disabled in your browser for Zendesk. Please enable cookies and try again." message error is displayed.

[Notes]:

• Attached is a screen recording of the issue.

Comment 1

[Tim Huang[:timhuang]]

I've diagnosed this issue and figured that the storage access was granted for the origin https://jiraplugin.zendesk.com because of the popup heuristics. And the page will work again after a refresh once the storage access is granted. So, it might be the case where the site doesn't handle the storage access change. We will dig into this issue more.

Given that this has a workaround, a refresh, we won't add an allowlist for now until we have a better understanding of the root cause here.

Comment 2

[Tim Huang[:timhuang]]

Lower the priority for now because there is a workaround. I am not likely to tackle this issue shortly, so unassign myself for now.

Comment 3

[Tim Huang[:timhuang]]

Cosmin, could you verify again to see if we still have this issue? Thanks.

Comment 4

[Cosmin Muntean [:cmuntean], Ecosystem QA]

Hey Tim! Unfortunately, the test accounts that I used are no longer working. I tried to create new ones but they require different company information that I cannot use to create them.
I will ask around to see if someone has working accounts on both JIRA and Zendesk.

Comment 5

[Dan Mehic]

Hi Cosmin, any updates on working accounts?

Comment 6

[Cosmin Muntean [:cmuntean], Ecosystem QA]

Attachment: jira zebdesk.png

Hi Dan!

Sorry for the late response. I have managed to activate an old test account and retest the issue.

Unfortunately, the issue is still reproducible. I have tested it on Firefox Release 136.0.2 (Build ID: 20250317120031), Firefox Beta 137.0b7 (Build ID: 20250317100200), and the latest Nightly 138.0a1 (Build ID: 20250323204755) on Windows 10 x64.
I have tested this on new Firefox profiles with the default behavior, I haven't changed any settings regarding the TCP feature.

I cannot authenticate to the Zendesk app, I get the cookies are disabled error. If I disable TCP, there are no issues and I can successfully authenticate.

Comment 7

[Dan Mehic]

Thank you

Comment 8

[Tim Huang[:timhuang]]

Hi Cosmin,

Could you share the credentials with us? Thanks.

Comment 9

[Tim Huang[:timhuang]]

Attachment: Bug 1774592 - Introduce a shim to fix the Jira Zendesk support app. r?twisniewski!,#anti-tracking!

Comment 10

[Pulsebot]

Pushed by [e-mail]:
https://hg.mozilla.org/integration/autoland/rev/f5744fc0cb89
Introduce a shim to fix the Jira Zendesk support app. r=anti-tracking-reviewers,webcompat-reviewers,emz

Comment 11

[Norisz Fay [:noriszfay]]

https://hg.mozilla.org/mozilla-central/rev/f5744fc0cb89

Comment 12

[Cosmin Muntean [:cmuntean], Ecosystem QA]

I have verified this issue on the latest Nightly 139.0a1 build (Build ID: 20250422213740) on Windows 10 x64 and the issue is no longer reproducible.

• I am successfully able to add my Zendesk subdomain to JIRA.

Considering this, I'm marking the issue as verified-fixed.