Oh yes. The current support system in Puzzle Combat is chat based rather than ticket based.
It’s better than zendesk (the current 3rd party software they are using in E&P) as it gives control to the user who wrote the request to mark it as resolved. And gives a chance to have a more streamlined conversation rather than an exchange of back and forth emails.
The cons is that it’s more work for staff, and could make the turnaround time longer for support requests if they’re not properly staffed. I’ve worked in roles like this before completing school, and that was my experience with chat based support systems on the other side of the screen.
But this new system should help avoid future missed requests so they don’t blow up on SG later.
Actually… 
I have a feeling the new support system they want to test in Empires Beta, is the one currently in Puzzle Combat