Connect your chat system with your support ticket system
Chat doesn't have a timestamps, please add this. I've often been waiting online for a while and I'd like to know how long I've been sitting there.
Provide ability to leave chat and have staff open ticket for you.
I've been on chat before while the server was being checked out for almost an hour. I had to leave for an appointment. I asked if they could reply back to me in a ticket and they said to just stay on chat. I told them I had to go and they said to just leave the page open. When I came back an hour later, they had closed the chat. There was no resolution, there was no email.
I had to them open another chat to find out what was going on. It's not always possible to stay on chat and I would like the support techs to be able to reply by email in a ticket so that there is good tracking of what has happened.