I am continually frustrated dealing with your support site. Your service can make or break your customer relationship and impact customer retention. There are many improvements needed to the support site and case handling. Here are my suggestions for improvement:
Keep cases visible on support portal when escalated. Some cases disappear from the list in My Case Portal when escalated.
Do not allow support representatives, including tier 2 and above, to change the Case Subject and/or Description on cases.
Do not allow cases to be closed without entering a resolution that is visible to the customer.
Allow customer comments to be added to closed cases and allow customers to request that cases be reopened.
Allow customer to view and/or download case attachments.
Extend the login time out on the Support site so customers do not lose data they have entered for new cases and updates.
Add the contact hours to the new case entry in addition to time zone and contact phone number. Make this information visible to your support representatives so they don't request the same information from the customer again. Allow contact information to be changed by the customer while the case in in progress.
Restrict support representatives to calling only during the contact hours indicated on the case.