How do I live chat with Zendesk?

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25 Comments

  • Nicole S.
    Zendesk Community Team

    Hi Vadim -

    Have you tried it from an incognito window?

    Most likely you have a pop-up blocker or other browser extension that is preventing the chat window from popping up.

    Otherwise, we'd be happy to help try to answer your question if you'd like to post it in our online support community.

    0
  • Clas Olsson

    I'm currently experiencing the same issue, tried in incognito as well.

    0
  • Madison Davis
    Zendesk Community Team

    Hi Clas! I'm so sorry to hear this is happening. Just to be clear, is your Support account (in your own subdomain) set to English? We can only offer Chat support in English at the moment. 

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  • Clas Olsson

    Not really but it was one of your agents which pinpointed me that I had to use the chat function to get ahold of you. Yet, I don't mind support in English either but the button is still broken.

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  • Mark

    Doesn't work for me either. It shows a list of suggested results but doesn't show me any way to send a message to support.

    2
  • Madison Davis
    Zendesk Community Team

    Hey Mark! Can you share a screenshot of what you see?

    0
  • Tamara Tankosić

    This also does not work for me and the main site only gives a robot chat as well. I therefore sent an email ticket and it was closed because I should use chat that doesn't work. Please fix a problem before directing people to use a function that isn't working for anyone (the dots just keep working no matter what I do).

     

    1
  • Madison Davis
    Zendesk Community Team

    Thanks for reporting this, Tamara! I'm investigating right now. 

    0
  • Vadim Ljutov

    It just doesn't work! https://share.getcloudapp.com/Kouwmrjj

    0
  • Sam Jorgenson

    How do you speak with a person at Zendesk Madison Davis

    2
  • Madison Davis
    Zendesk Community Team

    Tamara Tankosić just to confirm, could you disable any ad or popup blockers? That is the most likely issue based on what's been reported. I've also heard that clearing your cache & cookies may help.

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  • Madison Davis
    Zendesk Community Team

    Hey Sam, all of your options are listed here: Contacting Zendesk customer support. We also monitor comments on articles or posts in the community here and are happy to help you if you'd like to post your question or issue here!

    0
  • Luis Fermin Dias venancio

    Hello Good afternoon would like help can be with you my domain was canceled, lojacasadaslentes.com.br what can i do so you can locate the payment - urgente 

    0
  • Nicole S.
    Zendesk Community Team

    Luis Fermin Dias venancio - I'll create a ticket for you, as this is something one of our support agents will need to assist you with. Look for a notification of that shortly. 

    0
  • vienpham

    I am having a problem

    Now, When I click Chat (Admin->Chat) then open a new tab with route domain.zendesk.com/chat/agent, but not access.

    P/s: I use the trial version.

     

    0
  • Ben Van Iten
    Zendesk Community Team

    Greetings,

    Do you have that same problem after you clear your cache/cookies and/or try a different browser?

    Also, per the subject of the article, are you trying to chat with our team or chat with your own customers?

    Thanks!

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  • Marci Abraham

    For all the messaging and webinars from Zendesk about providing customer support through multiple channels to meet users where they're at, Zendesk itself now automatically closes tickets that come in via email and says "go use chat"? And redirects to this article, which doesn't even explain what happened to the old chat button that used to be in Support on the right side of the screen (or is it just me that's missing it?). And on this page, the "get help" button is only a bot, with no direction to human support...whereas the little button in the article directs me back to my own support interface...and yes, it does pop up the help button. But do I have to come to this article ever time I want help? 

    The whole reason I submitted via email is that none of this was working as expected (as it used to), and now I'm back to where I started, aside from the not-so-friendly invitation to "if you really want to do this over email, go ahead and reply". Handling of this should really be improved. I don't feel "met where I'm at" as a customer today. :( 

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  • Madison Davis
    Zendesk Community Team

    Hey Marci! I'm so sorry to hear about the confusion - we made a recent change in how you access chat with our team that is definitely contributing to the issue here. You should have seen an in-product pop-up guiding you to the new location to chat with us but it sounds like maybe you didn't. Here are the new instructions:

    1. In Support, click on your avatar in the upper right hand corner and select Help from the menu

    2. A Help panel will pop up. You can read through popular troubleshooting and configuration topics, or scroll to the bottom where you'll see "Get help." From there, you can select the area your issue is about and start a chat with us. 

    We generally find that the chat channel is the fastest for resolving issues and will encourage you to use that as it's also the quickest way for us to know who you are and what your subdomain is without back and forth to collect it. But you are still welcome to email us if that channel is preferred for you - as mentioned, you just are likely to face a higher wait time. Full instructions for all of this are outlined in Contacting Zendesk Customer Support if you (or any onlookers!) need them. I apologize again for the confusion and hope this helps!

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  • Madison Davis
    Zendesk Community Team

    PS - just for clarification, we do not offer Chat from our Help Center. That's not a new change; it's just not a scalable solution on a Help Center that is open to the internet at large. The Get help button here has always been Answer Bot :) You can always submit a ticket from our Help Center by clicking Submit a request at the bottom of any article page or by visiting https://support.zendesk.com/hc/requests/new!

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  • Maja Balovic

    Hi Madison, 

     

    We are writing to you about the problem that occurs when implementing ZenDesk scripts on some sites.

    The example errors shown to us are below.

     

     

     

     

    Could we ask you for your help and opinion on how to resolve this situation?

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  • Ratul Khan

    I like it

    0
  • Marci Abraham

    Hi Madison Davis Thanks for the response and guidance to the new instructions! I do understand why the Get Help button is the answer bot, that makes sense. But the email reply (to my rejected support request email) sent me here, to this article, when I clicked on the link that says "Contact us via chat". My expectation was that the link would either open a chat or explain HOW to use chat (since the old "feedback" button in the Support interface is gone) but instead I found myself in an article with a button asking for my subdomain...hence, my question about whether I have to come to this article all the time to submit a chat. This article could be updated to explain what you told me -- where to find the "Help" link in my Support profile drop-down. (Yes, I see that information is available if I follow ANOTHER link to ANOTHER article to find out about it. Maybe THAT article should be linked in the autoreply as well?)

    I would like to share my feedback about this policy on the appropriate channel, but it's too long to post here. Would you let me know where to submit that? Thanks :)


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  • Angeline Jus

    Hi Madison Davis

    My trial has ended and I have been trying to subscribe to a plan through Zendesk for Startups and I cannot seem to do so.

    When I pressed "Pick a plan", nothing comes out. I am not using an incognito mode, and I do not use a pop up blocker. What should I do?

    -1
  • Nicole S.
    Zendesk Community Team

    Hi Angeline -

    I passed your question on to the Startups team, and someone should respond to you here shortly. Apologies for the delayed response!

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  • Pedro Muller
    Zendesk team member

    Hey Angeline,

     

    Looks like you are all set up and were able to complete the transaction and get your Startup credits.

    Thanks for choosing Zendesk. 

    0

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