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  1. Zendesk help
  2. Chat
  3. Live chat advice and troubleshooting
  1. Zendesk help
  2. Chat
  3. Live chat advice and troubleshooting

Live chat advice and troubleshooting

General questions about live chat

  • How do I upgrade my Legacy Chat account to the most current version to enable messaging?
  • What chat events appear in the API when using the ticket comments endpoint?
  • Can I start an internal chat with another agent?
  • How can I oversee conversations in messaging and live chats?
  • How can I stop chat transcripts from being sent to my agent email?
See all 48 articles

Live chat departments, triggers, operating hours, and routing

  • What type of triggers should I use to route chats to specific groups in Agent Workspace?
  • Why do triggers route live chats to departments with no available agents?
  • How do I evenly distribute chats among my agents?
  • How do I let my customers choose who to chat with?
  • How do I set or change the department of a chat?
See all 19 articles

How to troubleshoot issues with live chat

  • 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?
See all 26 articles

How to manage the widget for live chat

  • Can I turn my chats into tickets when I am offline?
  • Why are my customers being served articles instead of a chat?
  • The chat option or "Get in touch" button is not appearing on my widget
  • Can I turn off chat when there is no staff here?
  • How do I add departments to the pre-chat form?
See all 27 articles
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