While live chat conversations are great for having a conversational and flowing dialogue, it can sometimes make support issues more difficult to keep track of specifically: 

1. When a conversation has multiple topics that get nested and buried
2. When a conversation has multiple team members on it who are asking different questions
3. When a conversation is open and continuous for long periods of time

That's why earlier this week we recently activated Intercom's support ticketing system which will help:

• Break support inquiries with different questions and issues into individual tickets that are easier to follow and keep track of
• Give clients and users visibility into ticket statuses and history
• Give clients and users the ability to view open tickets across your team (vs just your own tickets) so multiple team members aren't reaching out accidentally about the same thing

we actually activated a ticketing system in our support tool Intercom to make it easier to keep track of threads going forward across your company. You don't need to do anything differently but just so you know now you'll be able to view all tickets across all team members of your company when you're logged in via the messenger launcher as well as via the new ticket portal at the top of the help center and you'll also be able to view status and history as well as get notifications about any changes so hopefully should clear that up.