Allow customers to reply directly through email
When a ticket is created by an agent, the user should get an email from a generic support email address such as email@example.com. They should be allowed to reply to that ticket via email and have those replied added to the ticket.
This would require some sort of secret email address for Tawk companies to forward firstname.lastname@example.org to forward all of those emails into and SMTP features so Tawk agents can reply directly via the Tawk dashboard.
Although this goes against the "live chat" ideology, it will allow for better ticket management and better after hours support. It will also play nicely to the ability for customers to log in and review their tickets through a portal - a feature that I believe is currently planned.
I believe the "Remove Branding" add-on enables just that. Tickets come from our company email, and when clients reply, their reply gets added to the ticket.