When using the Zendesk Chat Block, users may encounter a situation where the Department dropdown does not populate with any options or names, even though it is properly connected to a department.
Root Cause Analysis:
This issue can typically be attributed to the invalidation of tokens or credentials associated with the Zendesk Chat integration. When the tokens or credentials become invalid, it disrupts the connection between the Live Agent Block and the respective department, resulting in the empty Department dropdown.
To address this issue and restore the proper functionality of the Department dropdown, we recommend following:
Reconnect Zendesk Chat: The first step is to reconnect the Zendesk Chat integration. This will refresh the tokens or credentials and establish a new connection with the associated department.
Follow the steps in this link to re-configure Zendesk Live Chat in Ada: