The ticket system is great for questions and non-urgent items, but if an urgent issue ever came up, we would need instant communication. A chat room for a one-on-one tech support person and customer would be a good way to solve this. There are pro's and con's to this idea, like all, such as:

Pro: Instant communication
Con: Bandwidth hog
Pro: Instant notification of problems
Con: Could be misused (such as used for questions and not urgent items).
Pro: If used for questions, could give more time for more urgent tickets in que.
Con: Takes alot of time, and at least one tech guy away from the ticket system.

What do you think?

We already have AIM ICQ aupport for more than a year. You can chat with support when you have the issue when live communication is available.
We also purchased HTML chat customer support software and install&configure it once we have more time for this.