Charlie Holder

+1. It would be best inline without needing to download/install some other package.

We get customers who spray and pray from a number of different channels in order to get a response. They will email support, use the contact form on the website, use the in-app chat, use a different contact form not meant for support, etc. It ends up creating multiple tickets (not duplicates because they are technically unique requests) which may or may not be routed to different teams depending on which channel was used.

It creates disconnect between teams and customers end up getting multiple responses from different teams related to the same request. It's great they get so much attention, but it's always possible they get a slightly different answer if 100% of the people who are able to response don't have the same knowledge about whatever the subject of the request is.