When starting the chat, and also during the chat's message exchange, several issue properties are being updated. This cannot be done in the context of any of the chat participants, so the user account used to update these properties is the project lead. Therefore, it is crucial that this user has the following permissions in your project's permission scheme:
See Jira documentation for more information on how to set this permission.
If you have a problem with Chat for Service Management, it might be useful to make it produce debugging output in the browser's console. In order to do this:
localStorage.setItem('support-chat-log-level', 3)and press ENTER