Issue symptoms
When I attempt to comment on a ticket I receive this error: View only. You need to have Chat enabled to reply to this conversation.
Resolution steps
This error occurs when the user attempting to comment on the ticket doesn't have a Chat license. If you're an admin, you can fix this issue yourself. If you are not an admin, contact your team so that you can be given the correct access.
For steps on how to grant product access to an agent, see this article: How do I grant an agent access to a product? [Video]
For more information, see these articles:
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Why do I see "View only. You need to have Chat enabled to reply to this conversation" when replying to a ticket? Why can't an agent or team member comment on a ticket? Why is a ticket view only or read only?
This issue occurs because the agent or support person attempting to comment on the ticket does not have a Chat seat or license. An administrator must grant the correct product access or permissions to resolve this error.
How do I fix the error "View only. You need to have Chat enabled to reply to this conversation" as an admin? How do I grant an agent or support person access to Chat?
- Review the access level and permissions of the affected team member.
- Grant product access to the agent so they receive a Chat license.
What should I do if I am not an admin and get a view only error? How can a team member or agent resolve a missing Chat license error without admin permissions?
Contact your team or administrator so they can grant you the correct access and assign a Chat seat to your account.