I cannot seem to get chat working for my account. I was the administrator who setup service desk. Other "technicians" can create new chats with me which I can see come in but I cannot respond. The text field to type in is "grayed" out and I have a red circle and line when I hover over. I also cannot see the missed chat's in the chat settings however it show number of chats that were missed on the icon. 

I've tried messing with the NIO port number and looking at other settings. 

Also, none of the technician status's are showing as green. they're all grey dots even though they're connected and online.