@Juho There are a number of barriers between what chat supports today and the robust system you describe here, as @ondrej points out, but one additional option — we recently introduced the ability for a user to DM a group in chat.
You could create a Discourse group (let’s call it support) and ask users to DM @support when they have a question. That will let the user get in touch with the support team without other users outside that group seeing the message.
Couple notes:
- This is still only an option for logged-in users
- This could lead to assignment issues within the
supportgroup — the DM will essentially be a group chat with the user plus all members of thesupportgroup, so it might be tricky for the support team to understand who’s handling the issue.
I don’t think this is a great workaround, to be clear, but wanted to share that option with you. I’ll also make note of this need in general so we can consider supporting this use case more robustly in the future.