Troubleshooting 'Not Connected' Status in Zendesk Chat
What should I do if my Zendesk Chat connection status is not 'connected'?
If your Zendesk Chat connection status is not showing as 'connected', it indicates a potential issue with your connection. First, check the 'Connection Type' metric to ensure it's set to 'Ws' (Websocket). If it's not, a firewall might be blocking your connection.
Additionally, review other metrics like 'Connection Progress' and 'D/C Count' to identify any anomalies. If the problem persists, consider reaching out to your internal IT team or Zendesk support for further assistance.
More related questions
How do I access the Chat connection monitor in Zendesk?
To access the Chat connection monitor in Zendesk, simply navigate to your Chat dashboard. Click on your avatar located in the upper-right corner and select 'Check connection'. This will open the Chat connection monitor, which displays various…
What information does the Chat connection monitor display?
The Chat connection monitor displays a variety of connection data that can help diagnose connectivity issues. Key metrics include the server you're connected to, connection type, status, connection quality, connection progress, uptime,…
How can I interpret the 'Connection Quality' metric in Zendesk Chat?
The 'Connection Quality' metric in Zendesk Chat is an indicator of the connection quality between your network and Zendesk Chat servers. A more filled-in black line signifies a better connection quality. If the filled-in portion of the line is less…
Can I use the connection monitor for non-human agents in Zendesk Chat?
Unfortunately, the connection monitor in Zendesk Chat is browser-based and cannot be used for non-human agents, such as bots. This tool is designed for human agents using the browser interface. For non-human agents, you can monitor failed API calls…
What does the 'D/C Count' metric indicate in Zendesk Chat?
The 'D/C Count' metric in Zendesk Chat indicates the number of disconnections that have occurred. If this count is higher than the 'Connected Count', it suggests that you are experiencing issues with your Chat dashboard connection. Monitoring the…
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