How to troubleshoot issues with live chat
Articles about troubleshooting issues or problems in live Chat accounts. Includes access issues to both live chat interface and mobile app, issues with customer data on chats, notifications not working, issues with chat connection, common error messages, discrepancies in data, issues with chat export, transcripts and history, and others.
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How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?
Question Why do I get the error Failed to add team member. Please try again. when trying to add an agent to the chat ... -
How can I troubleshoot common Chat trigger issues?
Zendesk Chat triggers enable you to send proactive messages, set a department, and even add tags to your visitors. By... -
I can't enable or disable an agent on my chat-only account
Issue symptoms The Enabled and Disabled button is greyed out inside the chat agent's profile in the Chat dashboard. ... -
Ticket ID missing from chat details export
Issue symptoms After enabling the Zendesk Agent Workspace, when I export chat details from the History tab, the ticke... -
Chat not creating a Support ticket
Issue symptoms A Support ticket was not created from a live chat. A chat transcript from the interaction cannot be fo... -
Why is the visitor URL missing from the Chat transcripts or offline messages?
Question Why is the visitor URL missing from the Zendesk Chat transcripts or offline messages? Answer The visitor U... -
Why is updated visitor information not reflecting in Agent Workspace?
Question Some of my visitors change their name during a chat but agents are unable to see this. Why is updated visito... -
Why does my dashboard show zero chats?
Problem Why does my Chat dashboard in Explore have all zeroes even though we use chat? Why are my chats in Explore em... -
Chat server error: Try to refresh chat now
Question Why do I get the Chat server error: Try to refresh chat now. If that doesn't work, ask your Admin to contact... -
Error: "View only. You need to have Chat enabled to reply to this conversation."
Issue symptoms When I attempt to comment on a ticket I receive this error: View only. You need to have Chat enabled t... -
I can't see the live chat settings
Issue symptoms I can't see the live chat settings in the Chat dashboard. Resolution steps Live chat settings are on... -
Why do I receive the error: Chat is Disconnected?
Question Why do I receive the error: Chat is Disconnected- followed by a specific error message? Answer The error: Ch... -
Error message: This will end the chat
Issue symptoms On the Zendesk Agent Workspace, I am unable to transfer chats between myself and other agents. I recei... -
My agent chat limit is overridden by chat transfers
Question Using the Web Widget (Classic), transferred chats from one agent to another override the chat assignment lim... -
Workflow: Starting to take chats from the Web Widget (Classic)
In this guide, you will find the steps to follow so your agents can take live chats. Use this article if chats are no... -
Error: Failed to create Zendesk Support ticket
Issue symptoms On the Chat dashboard, when I click the Create ticket link after I suspended then unsuspended a user, ... -
How can I solve issues with my live chat connection?
This troubleshooting guide includes steps to troubleshoot and resolve common chat connection issues. Use this guide i... -
Why do I keep receiving chats with no customer email or phone number?
Question We enabled, the pre-chat form sets customer contact information to "required" in the widget’s form settings.... -
Why does my update timestamp change when there are no system or comment updates in the event log?
Question Why does my update timestamp change when there are no system or comment updates in the event log? Answer Whe... -
I'm unable to transfer Chat admin permissions to another user
Issue symptoms I cannot transfer Chat admin permissions to another user, my chat-only subscription only has one user ... -
I can't sign into the Chat mobile app
Issue symptoms I am using Zendesk Chat Phase 3 or 4, and have the Chat mobile app installed on my phone. When I enter... -
How can I simulate a chat for testing?
Question In Zendesk Chat, how can I simulate a chat for testing? Answer From the Chat dashboard, select Visitors > S... -
Why do I get a blank screen when trying to load Zendesk Chat?
Question When I click Chat in the product tray, a new tab opens with just a white screen. Why doesn't Chat load for m... -
How can I get desktop notifications in Chat?
Question I'd like to receive notifications for new chats. How can I get desktop notifications for Chat? Answer Every ...