Our issue is this: an agent has to switch from the Chat to Zendesk if he wants to redirect a ticket to another Department. We would love if the agent can select the department in the chat tool like in Zendesk and add an internal note for the department he is forwarding it to.
So there is an additional area for notes (not pinned to the customer) but to the ticket, and he can choose from a dropdown menu to what department he wants to forward the chat to. This would increase efficiency and therefore be great for customer support. It also minimizes mistakes coming from the switch between chat and Zendesk.