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

Issue symptoms On the Chat dashboard, when I click the Create ticket link after I suspended then unsuspended a user, ...

Edited Apr 04, 2025

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Workflow: Starting to take chats from the Web Widget (Classic)

In this guide, you will find the steps to follow so your agents can take live chats. Use this article if chats are no...

Edited Dec 20, 2024

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My agent chat limit is overridden by chat transfers

Question Using the Web Widget (Classic), transferred chats from one agent to another override the chat assignment lim...

Edited Apr 11, 2025

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Error message: This will end the chat

Issue symptoms On the Zendesk Agent Workspace, I am unable to transfer chats between myself and other agents. I recei...

Edited Apr 11, 2025

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Why do I receive the error: Chat is Disconnected?

Question Why do I receive the error: Chat is Disconnected- followed by a specific error message? Answer The error: Ch...

Edited Apr 11, 2025

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I can't see the live chat settings

Issue symptoms I can't see the live chat settings in the Chat dashboard. Resolution steps Live chat settings are on...

Edited Apr 11, 2025

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Error: "View only. You need to have Chat enabled to reply to this conversation."

Issue symptoms When I attempt to comment on a ticket I receive this error: View only. You need to have Chat enabled t...

Edited Apr 11, 2025

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Chat server error: Try to refresh chat now

Question Why do I get the Chat server error: Try to refresh chat now. If that doesn't work, ask your Admin to contact...

Edited Apr 11, 2025

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Why does my dashboard show zero chats?

Problem Why does my Chat dashboard in Explore have all zeroes even though we use chat? Why are my chats in Explore em...

Edited Apr 11, 2025

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Why is updated visitor information not reflecting in Agent Workspace?

Question Some of my visitors change their name during a chat but agents are unable to see this. Why is updated visito...

Edited Apr 11, 2025

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Why is the visitor URL missing from the Chat transcripts or offline messages?

Question Why is the visitor URL missing from the Zendesk Chat transcripts or offline messages? Answer The visitor U...

Edited Apr 11, 2025

4 votes  ·  2 comments

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Chat not creating a Support ticket

Issue symptoms A Support ticket was not created from a live chat. A chat transcript from the interaction cannot be fo...

Edited Apr 11, 2025

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Ticket ID missing from chat details export

Issue symptoms After enabling the Zendesk Agent Workspace, when I export chat details from the History tab, the ticke...

Edited Apr 11, 2025

1 vote  ·  3 comments

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I can't enable or disable an agent on my chat-only account

Issue symptoms The Enabled and Disabled button is greyed out inside the chat agent's profile in the Chat dashboard. ...

Edited Apr 11, 2025

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How can I troubleshoot common Chat trigger issues?

Zendesk Chat triggers enable you to send proactive messages, set a department, and even add tags to your visitors. By...

Edited Oct 28, 2024

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How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?

Question Why do I get the error Failed to add team member. Please try again. when trying to add an agent to the chat ...

Edited Apr 11, 2025

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How can I solve issues with my live chat connection?

This troubleshooting guide includes steps to troubleshoot and resolve common chat connection issues. Use this guide i...

Edited Apr 11, 2025

4 votes  ·  9 comments

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Why do I keep receiving chats with no customer email or phone number?

Question We enabled, the pre-chat form sets customer contact information to "required" in the widget’s form settings....

Edited Jun 26, 2024

3 votes  ·  5 comments

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I'm unable to transfer Chat admin permissions to another user

Issue symptoms I cannot transfer Chat admin permissions to another user, my chat-only subscription only has one user ...

Edited Apr 11, 2025

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Why does my update timestamp change when there are no system or comment updates in the event log?

Question Why does my update timestamp change when there are no system or comment updates in the event log? Answer Whe...

Edited Apr 11, 2025

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I can't sign into the Chat mobile app

Issue symptoms I am using Zendesk Chat Phase 3 or 4, and have the Chat mobile app installed on my phone. When I enter...

Edited Sep 02, 2024

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How can I simulate a chat for testing?

Question In Zendesk Chat, how can I simulate a chat for testing? Answer From the Chat dashboard, select Visitors > S...

Edited Apr 11, 2025

8 votes  ·  8 comments

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How can I get desktop notifications in Chat?

Question I'd like to receive notifications for new chats. How can I get desktop notifications for Chat? Answer Every ...

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?

Question When I click Chat in the product tray, a new tab opens with just a white screen. Why doesn't Chat load for m...

Edited Apr 11, 2025

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I'm having trouble updating my Chat avatar

Question I changed my avatar image in my Chat settings but the old image is still appearing on the live widget when c...

Edited Aug 21, 2024

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How do I verify that agents who receive “Zendesk Chat is not enabled for you” have the correct permissions?

Question How can I ensure my agents have the correct permissions in live chat? Why am I getting the message Zendesk C...

Edited Apr 11, 2025

5 votes  ·  20 comments

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Why can my customers still chat after all agents have gone offline?

Question My customers can still chat with us after all agents have gone offline. Why is this happening? Answer In Zen...

Edited Apr 11, 2025

5 votes  ·  7 comments

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Why do missed chats have different ticket timestamps?

Question Missed chat tickets in Support don't show up that way for chats taken by agents. Why does there usually see...

Edited Apr 11, 2025

4 votes  ·  0 comments

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