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How to troubleshoot issues with live chat
Articles about troubleshooting issues or problems in live Chat accounts. Includes access issues to both live chat interface and mobile app, issues with customer data on chats, notifications not working, issues with chat connection, common error messages, discrepancies in data, issues with chat export, transcripts and history, and others.
Error: Failed to create Zendesk Support ticket
Edited Jan 31, 2025
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Workflow: Starting to take chats from the Web Widget (Classic)
Edited Dec 20, 2024
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My agent chat limit is overridden by chat transfers
Edited Feb 15, 2024
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Error message: This will end the chat
Edited Jun 04, 2024
0 votes · 2 comments
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Why do I receive the error: Chat is Disconnected?
Edited Apr 09, 2024
2 votes · 0 comments
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I can't see the live chat settings
Edited Aug 21, 2024
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Error: "View only. You need to have Chat enabled to reply to this conversation."
Edited Mar 28, 2023
1 vote · 0 comments
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Chat server error: Try to refresh chat now
Edited Nov 30, 2022
1 vote · 2 comments
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Why does my dashboard show zero chats?
Edited Nov 04, 2022
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Why is updated visitor information not reflecting in Agent Workspace?
Edited Feb 16, 2023
1 vote · 3 comments
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Why is the visitor URL missing from the Chat transcripts or offline messages?
Edited Jan 22, 2024
4 votes · 2 comments
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Chat not creating a Support ticket
Edited Nov 30, 2022
4 votes · 0 comments
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Ticket ID missing from chat details export
Edited Aug 21, 2024
1 vote · 3 comments
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I can't enable or disable an agent on my chat-only account
Edited Nov 14, 2022
4 votes · 0 comments
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How can I troubleshoot common Chat trigger issues?
Edited Oct 28, 2024
1 vote · 1 comment
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Edited Nov 14, 2022
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How can I solve issues with my live chat connection?
Edited May 17, 2024
4 votes · 9 comments
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Why do I keep receiving chats with no customer email or phone number?
Edited Jun 26, 2024
3 votes · 5 comments
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I'm unable to transfer Chat admin permissions to another user
Edited Jun 20, 2023
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Why does my update timestamp change when there are no system or comment updates in the event log?
Edited Jun 13, 2023
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I can't sign into the Chat mobile app
Edited Sep 02, 2024
5 votes · 0 comments
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How can I simulate a chat for testing?
Edited Jan 22, 2024
8 votes · 8 comments
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How can I get desktop notifications in Chat?
Edited Feb 12, 2024
2 votes · 5 comments
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Why do I get a blank screen when trying to load Zendesk Chat?
Edited Jan 22, 2024
3 votes · 0 comments
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I'm having trouble updating my Chat avatar
Edited Aug 21, 2024
0 votes · 0 comments
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Edited Jan 15, 2024
5 votes · 20 comments
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Why can my customers still chat after all agents have gone offline?
Edited Nov 18, 2022
5 votes · 7 comments
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Why do missed chats have different ticket timestamps?
Edited Jan 22, 2024
4 votes · 0 comments
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