New Support Portal Suggestions

I was just going to come look for a Feedback post about the new support portal because it really needs work.  I guess I can email my account rep, but I'll post here too.

1. The chat no longer tells me where I am in the queue, like it used to.  When the AI bot transfers me to a person, it just says "Transferring" with some dots moving, but it looks like I'm stuck in limbo.  No indication I'm in a queue, no indication where in the queue I am , nothing.
2. There is no long any Sound when someone chats with me.  Due to item 1, I can't sit there and stare at my screen for the next 2 hours, I have other things to do.  I need to have it play a sound, like it used to, so I know that someone has answered my chat.

There are other things, but those are the two biggest problems that I see.

I also agree that having the oldest tickets at the top is dumb and should be changed.

I don't like how I have to "Share" an update to the ticket instead of Posting it or just typing and clicking OK.  It took me a while to figure out how to post a note asking for an update.

Email notifications should always include what the latest notes were.  And yes, being able to reply to the email to update the ticket is nice.

I absolutely *hate* when a company "upgrades" their system and removes the features that everyone relied on.