The original email request should be included within every support email about that case. I have many offices to oversee and often am pulled into help someone else's support case and it would be so much easier to see what the request was quickly. Some take a while to be picked up by a tech and by that stage I don't remember what I asked, or if I need to understand a request by my team then this way I dont have to open up the full support ticket each time, because the links to the jobs don't work, they only open up the landing page.