The way the live chat system works is that whenever you try to open a new ticket, you will be automatically offered a live chat session if there is anyone available for that.
If not, your request will be automatically turned into a Support Ticket.
If you prefer live chat, you can mark this ticket as resolved and then try to open a new one where you explain the issue that you are dealing with and if there will be any available teammates for live chat, you will be automatically assigned to a chat session.
I hope that you will find this information helpful 🙂
