At the moment, our workflow doesn’t fully benefit from the current ticket functionality. Tickets still act mostly as a container for chat conversations instead of a separate, dedicated space for handling customer issues.
It would be extremely helpful if tickets could function as a standalone portal, where customers and the support team can communicate directly within the ticket itself - independent from the live chat flow.
This would allow us to manage more complex or long-running cases, keep communication structured, track progress more clearly, and separate real-time chat from asynchronous issue resolution.