I recently contacted ESRI support and it was great getting my issue resolved so quickly! Thank you for that. But the resolution to my support issue was that "this feature/action currently does not exist, but it would be a good candidate for an ArcGIS Idea" and was directed to post it on here. And I did. My idea, though, here, is for support analysts to have the capability to flag their email correspondence to be reviewed and submitted into the Idea queue, maybe gaining the customers' approvals to be contacted again if more context is needed. With as many support tickets that get processed, I would think some great ideas are slipping through the cracks.