Depends, what IM protocol are we looking at? I know one team here makes extensive use of Jabber, and if we can remove one more layer of input from the user by

Depends, what IM protocol are we looking at? I know one team here makes extensive use of Jabber, and if we can remove one more layer of input from the user by allowing them to keep open a conversation to the ticketing system, then I can see this making a lot of people happy. Would I switch from my current provider? The timeline is that our current ticketing system is just a one year holdover until something better comes along. tl;dr - we'll see.