Hey! We're a small business trying to grow.
We were thinking in adding a new feature that would take part in chats.
Admins could see all the new and already existing chats, while Agents can only see the chats that Admins have set them.
For example, I open a ticket saying I want to order an online coaching. The admin would be the one who only gives support and distributes the customers. In that case, when the customer pays, the admin would pass the chat to an agent, and the agen will be able to chat, but not to read all the messages that were written before (this could be an option to enable / disable in the menu). The admin would still see all the previous and new messages, monitoring al the chats. He can also send messages to those chats.
Hope you understood my idea and it gets implemented someday.
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