- Step One
- Step Two
- Step Three
- Step Four
Step One: Check if your agents are online
Log into your Chat dashboard to verify that at least one agent is online
If you do not have a contact form or offline form enabled, the widget will not show up if no agents are online. As a first step we recommend verifying these settings and checking to see if any of your agents are available to receive chats.
See this article for more information: Setting your chat availability.
Step Two: Determining the scope
Is this affecting a subset of users or everyone?
This section will be helpful if you have been able to verify that some users are still able to access the Chat widget.
Start by checking that you (or a visitor that reported the issue) were not banned in the Chat interface. If the visitor's IP address is banned, the live chat option is suppressed for that user and will not appear on the page.
If the issue is only affecting a limited number of users and they are not banned, we would suggest clearing the cache and cookies or possibly trying a different browser. If the issue is limited to certain users, it is often related to the user's network or device.
Step Three: Locate the Chat widget code
Verify that the widget code is present and accurate
If the first two steps have not resolved your issue, the next step is to make sure that the widget code is present on the website. Comparing the widget code with the code that Zendesk provides is a key part of this step.
This article has more information about locating and verifying the code: How can I find the widget code on my website?
Step four: Contact our support team
If the previous steps were not successful, our team can help!
If you have been unable to resolve your issue through the previous troubleshooting steps, contact our support team for further assistance.
When doing so, have the following information ready to ensure the quickest possible resolution:
- When did the issue begin?
- Is the widget missing for all users that have visited the website?
- What is the exact URL of the page where the widget is not appearing?
- Are you aware of anyone on your team doing custom work with the widget that might have contributed to this issue?