When you are submitting an email request to support there should be an attachment field so that in addition to typing out what we need we have the ability to attach documentation which might make it easier for the support team to understand and troubleshoot our issue. I also think that a case number should be pop up on the page where you get the thank you. We have only been using the system for a month now and I have sent in alot of tickets. It would be nice to have a documented case number once we submit our issue