Inna Grynova

A must-have feature. 
There're way too many scenarios when a company needs to update some fields in closed chats in order to have clean data. Not to mention that we need managers to be able to fix mistakes agents were making while handling the chat. 

We should be able to add internal notes for audit traces (regulatory requirements), update tags, change/add the fields etc.

It's ok to not allow to reopen the ticket. But all other features should be available.