Last tested: April 2021
If you don't see the chat option in the Help Menu:
Permissions: Anyone with the
develop permission can come on chat. This means that admins have this capability too. Check if the user is missing the
License type: If you have a partner license type you will not have chat access starting April 1st 2021. As for trials, trials which were initiated after Jan 5th 2021 will not have chat feature toggled on. However, the trials that were initiated before that are being turned off in a phased manner.
If you see the chat option in the Help Menu, but clicking on it doesn't bring up the chat widget:
Browser extensions: If you do not see the chat option in the help menu, but clicking it does not bring up the chat widget, check in incognito mode. Often times we've seen extensions such as Ghostery cause issues with the chat window not showing up in the past.
Firewalls: There could be something in your network blocking the Zendesk domain. Besides firewalls, you can check if there is anything else in the network (VPNs, proxies, etc.) that could be blocking the request for the chat widget.
Looker version: Chat is no longer available for customers on version 6.10 or earlier because of an old mechanism those versions used for the chat widget that has since been deprecated by Zendesk.