I was hoping that with the Zoho Support upgrade that it would finally be possible to read the chats that Agents are currently engaged in, or chats that have concluded.  I am not able to see the full chat, only the top portion and there is no way to scroll down to see the full chat.  When trying to assist Agents with difficult customer questions via chat, it is important for supervisors to be able to review all that has transpired in the chat while it is actively occurring and also after it has concluded.

I realize that there is the option to convert the chat into a ticket, but that doesn't help when trying to help Agents deal with real time active chats, and it's not reasonable to keep converting the same chat to tickets just to be able to see what is being written by agents and customers as it occurs.

Am I missing a hidden setting or is there any way to be able to see the full active chats and finished chats by Agents other than converting to a ticket?  I've tried the function in different browsers both regular and private/incognito and have the same outcome each time.

Thanks for your help.

~Jason