Error: "View only. You need to have Chat enabled to reply to this conversation."

Issue symptoms

When I attempt to comment on a ticket I receive this error: View only. You need to have Chat enabled to reply to this conversation.

Resolution steps

This error occurs when the user attempting to comment on the ticket doesn't have a Chat license. If you're an admin, you can fix this issue yourself. If you are not an admin, contact your team so that you can be given the correct access.

For steps on how to grant product access to an agent, see this article: How do I grant an agent access to a product? [Video]

For more information, see these articles:

How do I verify that agents who receive “Zendesk Chat is not enabled for you” have the correct permissions?

How can I resolve the error message "Failed to add team member. Please try again" when adding an agent to chat?