I love using monday service for our IT Tickets. However one big downside im finding is a way to communicate with the requesters. The requesters are able to message agents/admins via the portal, but it seems we're limited to only responding via email? this causes a slowdown in ticket responses do to sending time. If only there was a way to respond as an agent via the portal so it can act as a sort of Instant messenger. We all know how long it can take for emails to be sent and received. this seems like a silly limitation.