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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?
  • I can't see a Chat API created by another admin
  • Can I create a shortcut in chat for only a visitor's first name?
  • What chat events appear in the API when using the ticket comments endpoint?
  • Can I start an internal chat with another agent?
See all 50 articles

Live chat departments, triggers, operating hours, and routing

  • Why are chats not being routed to other available agents?
  • 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?
  • Recipe: Send proactive chat messages in your visitor's native language
  • How do I evenly distribute chats among my agents?
See all 21 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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