The way live chat works is you get put into a queue. Honestly, I'd rather wait in a queue for a person to help me because I can verify if something is fixed. With the ticket system you have to hope that the tech on the other side understands your ticket completely, makes the needed changes, tests it. The problem after that is... if it worked for "them" and not for you (aka off their network). If you're in a chat with them you can say "uh, it's still not working..." and continue troubleshooting the issue on hand.
I guess I don't see the point of it being available and not having access to it.