Originally Posted by easyhostmedia
the thing with live chat and emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you, so then you are covered for any mishaps like the client saying i never contacted you to do anything related to my account. if its from their client area then they takes responsibility, but with live chat/email they cant as you have no way of saying it was them contacting you
Now of days emails are just "auto converted" into tickets anyways to avoid these hassles. You could also log the chat into a ticket as as well once it done for "safe" record keeping for good measures as well.