I find there are multiple ways to improve current SupportLine web site:

• Correct time out issue: When entering a long answer in the incident interface, we often get trapped. Apparently, there is some timout because after clicking on "Submit", we just get back to the incident with no new message. I can't get why there could be some timeout as all the needed information (incident ID, note type and the note itself) is included in the form. Anyway, the longer the answer, the more time we lose answering our incidents
• Reply via mail: We work with a lot of supplier and you are the only one I know I can't update my tickets by replying to mail. All the other provider I know can sort the mail using the incident ID in the subject. This could be a workaround to the first problem as well
• Restore suggestion box: When clicking on suggestion box in the SupportLine web site, I get redirected to the forum, to a section that no longer exists. You should definitively do something about it (remove the link or correct it).

Regards,