HelpDesk

In case you don't want to spend too much time with any Drupal chat / support system configuration and development, you can use some external application. Advantage of this solution is, that it is faster to configure and all perfomance needs handles external server. Disadvantage is costs, of course.

But, it is easy to calculate what is best for you.

In last time I spent much hours with helpdesk tool, which I really like - Live Agent.

 Drupal is very useful for many people in the sense that is reliable, easy to use. This makes Drupal a very good choice for organisations who are looking for a web presence. As of today the use of internet by small businesses(SME) is limited to giving information about their company to the outside world, which acts as a advertising tool. 
I would like to take this further by enabling them to give support to their customers which will be of real value to the organisaions, saving their valuable time.

I've been evaluating solutions for Project management (for the duration of this post, that includes what i describe as project, issue, ticketing, case tracking, and pretty much anything that falls in that category) solutions with Drupal, over a year actually. I keep being enticed by the features of each individual solution, and new promises that are announced for each module(s) and trying them out and coming to the same conclusion with each of them. And yes, all of them seem to have the same problems that I'm hitting repeatedly.