One suggestion or the future.

 

Once a support file has been created for ManageEngine we get an automated reply to confirm;

 

"Your file has been uploaded successfully to our server. We will contact you as soon as possible"

 

But there's no call reference number included?

 

Once a support engineer follows up the automated email with a response the call number is included but could I make a suggestion that a call reference is assigned from the initial automated response? It makes things clearer when a support engineer emails back especially if you have several open calls at once.