1) Allow the user to cancel, close a open resolution at anytime during the process. Basically a "I withdrawal this request".
2) Allow the user to add notes to the event as they arise.
I recently had a knee jerk reaction to a charge on my account and thought it was fraud. I opened the resolution and after it was opened further investigation I noted that the charge was my fault. The email that I received with the request details was one that I couldn't respond too and I couldn't find any place on the site to cancel the request.
