I think the current messaging set up for each case could do with some improvements as well that would optimize both the user's and experts' experience and increase overall efficiency. An example would be an easily found "Reply" button at the top of messages sent from FME experts.

I honestly think that FME has one of the best user support systems in the bizz and I usually don't submit too many suggestion cases for other software because of the headaches their systems usually cause. However, because of how responsive/active your team is, and how much they've helped me personally with many issues in the past while being a great experience almost every time, anywhere I can help improve an already great system, I'm game. :)