When I contact Blackbaud Support, I get a Case notification email or sometimes a direct email from a support person. Neither response has a text of my original issue or problem. Even clicking on the link to the case does not seem to produce this. Most of the time I can't remember what the actualy problem was, so inclouding a descritpon or putting my original email at the bottom wouuld be very helpful.
This is something that we do not have control over from an eTap perspective. I will let support know of your thoughts.