It would be good to add a few more functions on the cases system. Firstly, deleting cases that are no longer used would be a good feature to add. Additionally separate folders to file off the cases to keep it neat and tidy. As well as an email signature to keep it professional when responding to customers.
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Thank you so much for posting all your requirements on Case Management. 
Please keep them coming.
I will take this to our product team and come up with a timeline.
