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Hi @Ben Hizak 

Jennifer here from Intercom

Thanks for this suggestion 🙌

Whenever we do release new features, we announce them on the Product Changes page.

Strongly agree this is a huge gap. There’s even a ticket portal already in place, where the users can see tickets, but it’s embarrassing telling customers the have to go back to the chat widget (Messenger) to create a new ticket.

As an adjunct to this, the “Tickets” button should show in the messenger whether they have tickets or not, and give them the option to create a new one. Having it just not show up at all is very confusing for new customers who need to create their first ticket.