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There's no way of enabling instant chat without an add-on. Depending on how the project's notification scheme has been set up, customers can receive an email each time a comment is added on a ticket they're watching, so that could be an alternative work around if you didn't want to use a paid add-on
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I too am looking for an app. Have started trialling the suggested chat above. Downside is that there is no notification of an incoming chat - as an agent you need to be on the Chat Apps page to see new chats.
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