When filling out the form to submit a Laserfiche Live Chat, the field that you describe the problem is a single line field. It would be more beneficial to have a multi line field so one could see more of what they are typing.
Enhancement Request: Please make Problem Field Larger
At present that page actually is not generated by us, it is generated by the chat engine we use, and it is a limitation in their software that it does not have a textarea option. Actually if you examine the URL it's not even hosted by us so we can't make direct changes to the page.
We can look into ways to work around this; there are some other quality-of-life things which we'd like to address for our own sake. (We can also follow up with them but there would be no guarantees that they'd change, and I also get the impression we use some of their features in ways they never intended...)
Thanks for the suggestion!