Support rarely happens one conversation at a time. When you need to jump between a few threads without losing your place, you can minimize a conversation instead of closing it.
How it works
While viewing a conversation, minimize it to shrink it down to a small window at the edge of the screen, similar to a chat head. The conversation keeps running in the background, so you can open another one from the main Inbox list while still keeping an eye on the first.
Managing minimized conversations
You can minimize more than one conversation at a time. Each one stays available as a small window you can expand back to full size whenever you are ready to continue it, without losing your scroll position or anything you had already typed.
When to use this
This is most useful when you are waiting on a slow reply in one conversation and do not want to just sit idle, or when you are juggling a couple of active conversations that both need your attention around the same time.