Just to possibly be more customer service focused on Blackbaud Support chat....It would be lovely if you guys could change your auto/initial response to say "Thanks for contacting Blackbaud Customer Support. Let me review the question you submitted and see how I can help." :) Or something similar.
I appreciate how you ask how we are today, but it's a dreaded question when you're just trying to get help with an issue. :)
AND - bring back the "please consider this case closed" button so we don't have to waste your time by adding a note to the case that says "Please consider this case closed"