Configuration, triage, drafts, and reporting all live in one chat. No admin tree to learn, no settings page to hunt through.
Keep a half-dozen threads open at once. Drag to reorder, jump with the keyboard, close one without losing the others.
Land on a ticket, view, customer, or report and the chat already knows what you're looking at. Just type what you want.
Same console on iOS and Android. Pick up a ticket on the bus, finish it on the laptop.