Troubleshooting performance issues in Freshchat

If you encounter performance issues in Freshchat such as delayed chat loading or seeing the reconnecting banner while agents are actively using the Freshchat instance, you can run a diagnostic test of your Freshchat account. 

To run a diagnostic check of your Freshchat account please follow the below steps:

• Login to your Freshchat account where the performance issue is occurring.
  
• Open a new browser tab and navigate to the diagnostic test URL:
  
  https://<domain>.freshchat.com/diagnostics/html/index.html. Ensure to substitute "<domain>" with your actual Freshchat domain.
  
  For example, if your Freshchat domain is support123@freshchat.com, your diagnostic test URL would be https://support123.freshchat.com/diagnostics/html/index.html
  
  You can find the domain of your Freshchat account by navigating to Admin >> API Settings >> Your Chat URL
  
  
  
  
  
• Run the diagnostic test and wait for all the tests to be completed successfully.
  
  
  
  
• Copy and share the diagnostic test result URL with support@freshchat.com and our support team will be able to assist you further.