This thread is resolved. Here is a description of the problem and solution.
Problem: How to always open email ticket? Solution: Currently, there is no option to create a ticket, but this will be possible implemented during one of the next development cycles.
However, if there are no chat supporters currently working, then your query will end up as a ticket. If there are chat supporters working, though, then you will get a response within a minute or two and then they can move it into a ticket for you.
I'm not sure when will this be implemented though, because for the last few months our main focus was getting chat tickets first, because a vast amount of tickets are getting resolved within those chats and in a very quick turnaround time and the many of our clients are quite satisfied with this approach.
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