Requested Enhancements:
Rich Text / Formatting Support
Allow basic formatting in case descriptions and replies, including:
Bullet points and numbered lists
Paragraph spacing
Bold / italics / headings
Inline code or monospaced text (where relevant)

This would significantly improve clarity when describing technical issues, test results, timelines, or step-by-step findings.

Ability to Add External or Internal Parties to the Case Thread
Enable customers to:
Add additional participants (e.g. colleagues, partners, or vendors) to the case communication thread
CC or notify relevant stakeholders without forwarding emails manually
Maintain a single, auditable communication trail within the case
Improved Communication Chain Visibility
Ensure all replies, updates, and attachments are:
Clearly timestamped
Attributed to the correct participant
Easy to follow as a conversation thread

Business Impact; these improvements would:
Reduce misunderstandings and follow-up clarification cycles
Improve case resolution time
Support more effective collaboration between customer teams, RingCentral Support, and Solution Engineers
Provide clearer documentation for complex or ongoing issues
For customers managing enterprise-level deployments and cross-functional teams, these enhancements would materially improve the overall support experience.

Ideally, the comment box should also expand.