Originally Posted by Harv45
I believe live chat should handle the following.
Light support requests
Then if they should have to submit a ticket, you could log a ticket for them instead of saying "Please submit a ticket for this".
In my mind at least if the company is willing to log a ticket FOR the customer then it way better (especially if they already stated what should be in the ticket beforehand). Provided that the name and email and/or whatever else matches the account.
Email and name match in a live chat may not be sufficient to discuss certain issues with the person on chat. a login might be necessary to asertain that the name and email actually are being used by the rightful owner before jumping into serious issues like logins, ssh etc