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 Legacy Zendesk Chat + Support
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
- Click Admin (
) > 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 Zendesk Chat Phase 3 and Zendesk 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.
16 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.
Hello, I do not see the zendesk chat toggle on my profile (admin). We have this setup, is licensed, and enabled in settings.
Hey Alex,
Do you instead see the "Manage in Admin Center" link instead when you navigate to your profile? Depending on what Chat phase you're on, you may need to enable it from the Admin Center instead as mentioned above.
Let me know if that's not the case!
Hi Brett,
We have enough licenses, and talk is already enabled. I also see it enabled on the people edit agent settings I've reached out to your support team.
I'm not sure what chat phase i'm on. I do remember seeing this option before, so I'm not sure what happened. Is there a specific setting i should be looking at in the Admin Center? I've combed through the ui, but didn't see anything.
Hey Alex,
any chance you could provide a screenshot of what you see in the agents profile where the Chat option should be? If you see the Manage in Admin Center option when viewing the agents profile, that button should automatically take you to the Products/Roles page in the Admin Center.
The example URL for this page would be subdomain.zendesk.com/admin/staff/(userID)#product-roles where you would replace the subdomain text with the subdomain of your account and userID with the agents ID.
Thanks Brett, sorry i responded to the wrong forum, its the Zendesk Talk Product that is not working for me.
Hey Alex,
It should be similar instructions for enabling Talk in someones profile. I see you have a ticket open with our Customer Care team and they shared similar instructions. I would recommend replying back to your open ticket with them so they can looking into your account with you further.
Thanks!
Thanks Brett,
Yeah just found that admins take up a seat and don't even have access to use the feature. Boo.
I cant seem to follow these directions. I see no option to manage my "roles" in the admin center.
@Alex happy to help!
@Kate, any chance you could share a screenshot of what you see on your end? Are you also just trying to enable Chat for an agent on the account?
Hello,
I followed the steps for Zendesk Chat Phase 3 and 4 and it still doesn't work.. The agent who's having this issue was able to use chat without a problem a day ago. Why did this happen all out of the sudden and how can I get it to work?
Hi Martina,
This might be related to the agent profile or your subscription. We highly suggest that you contact our Customer Support to take a deeper look into your account and check them for you.
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