Hi, I'm working in a help desk system with a focus in real-time communication like a chat, instead of the regular async style, the idea is to send by mail a chat link to the user when the agent takes the ticket and handle de issue there instead of the slow back and forth on email, solving the problem in one session and closing the ticket.
I'm working on this because of a terrible customer support experience I have recently, it was a slow back and forth on email that lasted a week until finally, the agent gave up created a hangout chat room to handle the issue.
So do you think is a good or a bad idea?