When a ticket is created by an agent, the user should get an email from a generic support email address such as support@yourcompany.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 support@yourcompany.com 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.