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.
- Why do I receive the error: Chat is Disconnected?
- I can't see the live chat settings
- Error: "View only. You need to have Chat enabled to reply to this conversation."
- Chat server error: Try to refresh chat now
- Why does my dashboard show zero chats?
- Why is updated visitor information not reflecting in Agent Workspace?
- Why is the visitor URL missing from the Chat transcripts or offline messages?
- Why is the Chat badge option missing?
- Chat not creating a Support ticket
- Ticket ID missing from chat details export
- I can't enable or disable an agent on my chat-only account
- How can I troubleshoot common Chat trigger issues?
- How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?
- Troubleshooting your Chat connection
- Why do I keep receiving chats with no customer email or phone number?
- I'm unable to transfer Chat admin permissions to another user
- Why does my update timestamp change when there are no system or comment updates in the event log?
- I can't sign into the Chat mobile app
- How can I simulate a chat for testing?
- I don't receive Chat notifications on Microsoft Edge
- How can I get desktop notifications in Chat?
- Why do I get a blank screen when trying to load Zendesk Chat?
- I'm having trouble updating my Chat avatar
- How do I verify that agents who receive “Zendesk Chat is not enabled for you” have the correct permissions?
- Why can my customers still chat after all agents have gone offline?
- Why do missed chats have different ticket timestamps?
- Why do I receive the error: Chat is Disconnected?
- I can't see the live chat settings
- Error: "View only. You need to have Chat enabled to reply to this conversation."
- Chat server error: Try to refresh chat now
- Why does my dashboard show zero chats?
- Why is updated visitor information not reflecting in Agent Workspace?
- Why is the visitor URL missing from the Chat transcripts or offline messages?
- Why is the Chat badge option missing?
- Chat not creating a Support ticket
- Ticket ID missing from chat details export
- I can't enable or disable an agent on my chat-only account
- How can I troubleshoot common Chat trigger issues?
- How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?
- Troubleshooting your Chat connection
- Why do I keep receiving chats with no customer email or phone number?
- I'm unable to transfer Chat admin permissions to another user
- Why does my update timestamp change when there are no system or comment updates in the event log?
- I can't sign into the Chat mobile app
- How can I simulate a chat for testing?
- I don't receive Chat notifications on Microsoft Edge
- How can I get desktop notifications in Chat?
- Why do I get a blank screen when trying to load Zendesk Chat?
- I'm having trouble updating my Chat avatar
- How do I verify that agents who receive “Zendesk Chat is not enabled for you” have the correct permissions?
- Why can my customers still chat after all agents have gone offline?
- Why do missed chats have different ticket timestamps?