Question
Why am I getting the message Zendesk Chat is not enabled for you when launching the Chat dashboard?
Answer
This message appears when Chat is not enabled for your user profile. An admin can manage which agents have access to Chat, but how they do so depends on which version of Chat you use.
If you're not sure which version your account is, see the article: Determining your Zendesk Chat account version.
For Chat Phase 3 accounts
To enable the Chat on your own profile
- From the Support dashboard, click on your Avatar on the top-right corner of the page and then select View Profile.
- On the left panel, toggle on Zendesk Chat.
To enable the Chat for other users
- ClickAdmin (
) > People, then enter the name or email of the agent you have in mind. Open their profile. - Toggle on Zendesk Chat as shown above
For Chat Phase 4 accounts
Note: When the only Chat seat is disabled, another admin from Support needs to enable Chat in your profile. If no other admin or license exists, contact our support team.
To enable the Chat for any other agent
- Click Admin () > People, then search for the agent you have in mind by name or email. Open their profile.
- On the left panel, next to Role, click Manage in Admin Center.
- A new window opens, under Products and roles. Check the box to Enabled to grant access to this user.
- Select if you want to set the user as an Admin or Agent in Chat, then Save.
Tip: Refresh your browser or clear the cache to make sure changes are reflected on your end.
5 Comments
Just wanted to verify but I think some of the screenshots are broken now on this article.
Thanks for sharing Kirby!
I'll pass this information along to our documentation team to get corrected :)
Hey Kirby! I fixed the broken screenshots - thanks so much for flagging. Let me know if you're still running into any issues with them.
This article
https://support.zendesk.com/hc/en-us/articles/360002031267-How-can-I-fix-Zendesk-Chat-is-not-enabled-for-you-error-
solved the issue. Is there a way though to not require the site owner to have to go in and "enable" other Admin accounts before they can login? We'd like to have the Admin account folks to be able to login whenever they want.
Hi Jason! Zendesk uses a license-based model where you pay per agent who uses a license, so an Admin must manually assign those licenses to the folks they'd like to be able to access Zendesk. However, once a user is assigned access to Chat, an Admin shouldn't have to re-enable their access again and again. As long as you have enough licenses to cover the number of users who need to log in, you can just enable their Chat access then they can log in whenever they're ready.
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