Messaging icon doesn't appear until after clicking Help Center ? icon

[tanjoymor]

Quick summary

I think this might be specific to when HEs SU into a customer site, but, the messaging icon isn't appearing in the account until after you click the Help Center ? icon.

I wasn't able to reproduce this exact behavior in my own personal account and haven't confirmed if customers themselves are encountering this.

I've encountered the situation with 2 customer accounts so far (that I've noticed) both accounts have Personal plans.

My own personal account has a Business plan, and the icon shows up immediately both on my personal computer and when I SU into the account as an HE.

Steps to reproduce

1. SU into a customer site that has an Open ZD messaging interaction
2. Note the absence of the messaging icon bottom right
3. Click the Help Center ? icon - wait a moment
4. Note that the messaging icon appears

What you expected to happen

I expected the messaging icon to be visible immediately without having to click anything.

What actually happened

Had to click the Help Center icon for the messaging icon to display.

https://github.com/user-attachments/assets/15409da1-7d95-4010-8afd-1f1d83de1a1c

Impact

Some (< 50%)

Available workarounds?

There is no user impact

If the above answer is "Yes...", outline the workaround.

No response

Platform (Simple and/or Atomic)

No response

Logs or notes

No response

[retnonindya]

📌 REPRODUCTION RESULTS Replicated... Sort of.

📌 FINDINGS/SCREENSHOTS/VIDEO I can't even see the "?" button/messaging icon appears 🫠

That said, as Tanya mentioned, it might be specific for HEs 🤔

📌 ACTIONS

• Triaged