We see this chat is disconnected error a lot. We then click to reconnect it. Does anyone know what this is about? When I reached out to Zendesk support a while back, I was directed to basic troubleshooting tips that weren't helpful.
Chat is disconnected error.
Hi Melanie,
This error happens when you are logged into another location or browser. For example, you are logged in on your google chrome and safari at the same time. The browser where activity is detected will be your active session and this error will appear on the not active browser.
This error happens when you are logged into another location or browser. For example, you are logged in on your google chrome and safari at the same time. The browser where activity is detected will be your active session and this error will appear on the not active browser.
Hi Cheeny,
I am not logged in on more than one browser at a time. I only have one computer for this purpose and only use chrome on it. Is there a way to see what other browsers are logged in?
We recently rolled out the Agent Workspace and we've been having this issue a lot since then. My agents insist that Zendesk isn't being accessed anywhere else. Are there any other solutions for this issue?
We're having the same issue as well. Only using Chrome browsers, our agents are being disconnected randomly. I wonder if it has anything to do with multiple tabs in the same browser rather than different browsers?
Multiple tabs in the same browser will can cause this as well, I see this all the time in Chrome for that reason. Another cause is when a Zendesk support agent is assumed into your account, as you. You'll see the disconnect message while they are using account assumption.
This is helpful information, the multiple browser tabs (which I am totally guilty of) or even the account assumption - I am frequently chatting with Zendesk Support these days. Thanks for the tips!
Hi @nicole12, @cj99 & @melanie12
I can confirm that the error message "Chat Disconnected: Your account is open in another location..." should not be caused by multiple tabs in one browser. Multiple tabs open in one browser should work fine unless you have another window/tab open in Incognito Mode.
One possible reason why your team is getting this issue is that they have a setting/extension that’s only allowing traffic to/from the ACTIVE tab, and the chat tab is disconnecting because it can’t connect.
I can confirm account assumption with the Zendesk team can cause this issue as well. Also, if your team uses the Chat mobile app and is logged in from there, that would also cause it.
If this does only happen when you have no active tickets with the Zendesk Support team & your agents are not logged into the Zendesk app, I would suggest creating a ticket with us with a screen-recording of the agent's instance along with the HAR file so we can check what's going on in the background-if it's a browser issue or a network issue.
Hope this helps!
Chiming here to hear any latest updates on this error for Chat agents on Agent space.
Any latest inputs as why this error occurs & way to resolve this issue for agents.
Dear Melanie and Dianne
You stated that "Chat disconnected: Your account is open in another account" is not caused by multiple tabs in the same browser. I am quite sure that we had exactly observed this sporadically in the past too.
Zendesk's Support document "Why do I receive the error: Chat is Disconnected?" even states (in opposite to your information) that the "Chat disconnected: Your account is open in another account" can happen in case of:
"Multiple chat sessions are open on the same browser."
Please have a look on the following extract of the Zendesk's document "Why do I receive the error: Chat is Disconnected?":
This seems to be contradictory to what has been stated by you.
Please let us know which of Zendesk's Support documents holds the correct information?
Has the observed "Chat disconnected" in the same browser been a bug (or feature) which already has been or might be corrected in future?
P.S.:
Our chat agents are not really happy with the new "Agent Workspace" behavior and complain a lot about it. They got bad ratings for their chat support based on such chat interruption. I would be happy to find a solution and give them more confidence in the reliability of the chat tool again ;-).
Thanks for any feedback and clarification.
Juergen
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