We've had several integration customers - particularly those using chat and automatic ticket creation - who have asked about the ability to inject a message into the chat session. This could be used for many things, but a few specific uses that were mentioned recently were
1) to alert the user that a ticket had been created to track their issue and
2) to provide the representative with more context around the issue than is feasible to place in custom fields and that is more accessible than the description or custom fields.
A common complaint of integration customers is that for issues with longer descriptions, that information is only access by mousing over the description field in the Rep Console. We have several customers that would be elated to hear that the description could be injected as a message at the start of the chat as this would be a much more usable experience for their reps.