Troubleshooting your Chat connection

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5 Comments

  • Jahleel Tan

    Hi Katie! 

    Looks like we are getting a trend of certain agents getting this error message despite our chats within business hours. Connection, Browser, and their profile permissions are all okay though. Is there some sort of bug going on? 

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jahleel,

    Do you have Support and Chat operating hours? If yes, I highly suggest that you double-check your chat operating hours to confirm the schedule. Operating Hours are found via Settings > Account > Operating Hours.

     

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  • Jahleel Tan

    Hi Cheeny! 

    Thank you for your reply! Our agents are working within our business hours but it seems that some of them are unable to switch online for some reason. Their skill and groups are okay, nothing different from other agents who's can go online. Their browsers and internet connections are okay. Is this a bug? Are there any other troubleshooting steps we can try?

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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Jahleel,

    You may check if there are any Service incidents related to your account at https://status.zendesk.com/. Moreover, I can see that one of our Customer Support is already assisting you on this issue. I will make a follow-up on that ticket too.

     

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  • Jahleel Tan

    Thank you!

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