As someone who interacts a lot with front line support for a fairly large organisation I find this balance interesting. Support channels are often a strange mix of FIFO with priority based queue jumping. I was at a talk by Kate Russell of BBC Click recently where she showed some stats on customer service based interactions heavily moving towards chat based interaction, obviously more and more backed by AI chat bots with human fallback. The next step on this path being voice chat also with bots.

Without the AI tier though scaling this is near impossible as you tend to a "most recent loudest" priority system, certainly if your support case to support rep ratio isn't balanced. Users also have to resort to repeating requests in a chat-only forgetful system.

This is why I ended up investigating hybrid sync/async interaction systems that cater better for not forgetting threads.