Can't log into chat only dashboard and can't find a way to get help

Posted Mar 19, 2024

I have a chat only account. I can log into *.zendesk.com where * is my brand name.

When i click Chat on the top right dropdown menu (four squares icon) I am returned to https://*.zendesk.com/admin/account/billing/subscription where it shows my monthly cost.

I tried reaching support by chat and it said "It looks like you don't have permission to chat with an agent." I am the account owner.

How can I get logged into the chat dashboard? Or how can I reach a human who can assist?

6 comments

Date

Newest

Destiny

Mar 26, 2024

Hi Jon,

I will be liaising with Mau and EJ who are currently handling your ticket regarding the chat login problem. For security reasons, I advise against sharing any account details or personal identifiable information (PII) in this thread. We will communicate with you further through email. Thank you.

Jon Cannell

Mar 25, 2024

Thank you Destiny. This issue is still not resolved. Someone named Mau reached out to me by chat but I have not heard back from them yet and there does not appear to be a ticket from that chat. Here is my latest update from that chat:

Hi Mau, I am still not able to access the chat dashboard as an agent. The URL agentwebsite.zendesk.com/chat/agent redirects to https://agentwebsite.zendesk.com/admin/account/billing/subscription.

The same redirect happens when I click the the Chat option on the top right dropdown menu in the admin dashboard.

My Admin Center home page only lists Account, Channels, Apps, and Help. It does not list People. I think I may be impacted by this:

"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 Zendesk Customer Support."

https://support.zendesk.com/hc/en-us/articles/4408833748250-How-do-I-verify-that-agents-who-receive-Zendesk-Chat-is-not-enabled-for-you-have-the-correct-permissions

For clarity, I am unable to access the the chat agent page and so I am unable to use the chat product.

I also don't have a People section in my Admin Center.

Looking forward to your reply. Thank you.

Destiny

Mar 25, 2024

Hello Jon,

I greatly appreciate you contacting the Zendesk community.

It's unfortunate to hear that you're experiencing difficulties accessing your Zendesk Chat account. I've taken the time to look over your ticket with our Support team, and it appears that my colleague has already provided assistance. Rest assured, I will keep an eye on your ticket to ensure you receive the comprehensive support you require.

Thank you, and I wish you a wonderful day ahead.

Jon Cannell

Mar 23, 2024

Destiny Can you help with this? I'm being billed but cannot access the product. Thanks!