How can I fix "Zendesk Chat is not enabled for you" error?

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11 Comments

  • Alexander Lee

    Hello, I do not see the zendesk chat toggle on my profile (admin).  We have this setup, is licensed, and enabled in settings.  

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  • Brett Bowser
    Zendesk Community Manager

    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!

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  • Alexander Lee

    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.

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  • Brett Bowser
    Zendesk Community Manager

    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.

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  • Alexander Lee

    Thanks Brett, sorry i responded to the wrong forum, its the Zendesk Talk Product that is not working for me.

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  • Brett Bowser
    Zendesk Community Manager

    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!

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  • Alexander Lee

    Thanks Brett,

     

    Yeah just found that admins take up a seat and don't even have access to use the feature.  Boo.

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  • Kate Ambash

    I cant seem to follow these directions. I see no option to manage my "roles" in the admin center. 

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  • Brett Bowser
    Zendesk Community Manager

    @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?

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  • Martina

    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? 

     

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  • Cheeny Aban
    Zendesk Customer Care

    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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