Symantec MySupport case history should include all emails to and from the customer

Using MySupport is extremely frustrating.  The communication between the engineer and the customer mostly takes place in email, but that email does not appear as a part of the case history.  If you change support engineers, they may or may not look at the email history.   If you look back at an old case, or a case that someone else in your company created, you miss half (often much more than half) of the important details.

The case history should be a one-stop shop for the full case history - including emails.  This can - and should - be automated so that any email to or from the enterprise_support@symantec.com address places the email in the case history.