This could be really useful but there are a number of problems that are preventing us from using it:

Chat does not push notifications to the OS. So, if the technician is not looking a the Atera portal page when a customer requests a chat session (which is 95% of the time), then the tech will be unaware of the request. This results in annoyed customers. I noticed that your technicians use Zendesk chat instead of your own chat----possibly for this reason. 

Tickets created automatically by chat sessions (unlike those created in the portal or via email) do not notify the customer when a technician posts a note to the ticket. I opened to support ticket for this and was told that it is normal behavior for tickets opened from chat sessions. So apparently, this is a design flaw that needs to be fixed.

The chat mechanism is slow and unreliable. When a customer invokes a chat session by right-clicking on the Atera Helpdesk Agent, it takes about 10 seconds for the chat window to appear. Sometimes right-clicking and selecting chat produces no response and the customer has to restart the computer to get it working again. Once the chat window appears it sometimes has no text box for the user to type in a message. About 30% of the time a chat request fails to connect even though a technician is available. Sometimes the customer chat window shows connected when it is not. When this happens, the technician chat window shows a perpetual "Connecting" status, and messages entered by the customer are never delivered to the technician.