I agree. Sometimes I dont log until later in the day and because i have not replied they end the ticket or chat 

Hi ​@BCDC2023  and ​@RegentStreet85  

Thanks for flagging this. I’m checking the details with our Support team and will come back shortly with a fuller update. Appreciate your patience!

Hi ​@BCDC2023, thanks so much for taking the time to share your feedback, we really appreciate it. My name is Dan and I am the Dentally Support Manager.

I completely understand how frustrating it can be when it feels like a conversation is closed too quickly. To reassure you, for support tickets (where an issue needs investigation), we always aim to confirm with you before closing the ticket.

Live chats are designed for quicker, real-time conversations, and if they go quiet for a day, they’ll automatically close but can be reopened or a new chat started the next day if you still have questions or need more information.

We’re actively reviewing how we manage this to make follow-ups easier, and your comments will help shape that.

In the meantime, if a conversation is ever closed and you need to continue, just start a new chat and mention the previous one, we can easily pick it up right from where we left off.

Thanks again for your honest feedback, giving you the best experience is the most important thing for us to make sure we can get you the answers that you need, when you need them!

Dan, Dentally Support Manager

Hi

Thanks for the reply.  Unfortunately there is no easy way to search through existing chats to find one that might have started weeks or months ago.  Could you introduce a search box in the chat so we can search messages or search emails for previous support responses?

Hey ​@BCDC2023 !

You’re right, we use Intercom for our chat widget and unfortunately it doesn’t seem to offer a search bar for past chats yet. tEDITED OUT FOR CLARITY]

I’ll make sure our team raises it to our partner Intercom so I we can understand if it’s in their roadmap or not. 

Hi ​@Saymon 

Just to confirm, we (or certainly I), do not receive any support emails regarding tickets being opened, responded to or closed.  I think I did a long time ago, but not for over a year.  Is there a setting to switch this on/off that I am perhaps missing, because that would be one way to search for support updates.

Thanks.

Hi ​@BCDC2023

Turns out my previous advice is out of date; sorry for the mix-up! I’ll edit that post to avoid confusing other customers. We did send more emails in the past, but that workflow was retired when we moved to our current in-app messenger; I’ll make sure our docs reflect that. Anyway, I can totally see the benefit of a search bar so I’ll keep you updated on any developments.