[adambsilver]

> it was obviously not written by someone who has spent a long time in a support

I have been in call centres and watched users many times.

> The way that I would word it and would mentor people to say is "go to 'my cases' at the top"

Haivng to mentor people to speak in a certain way is a cost that should be avoided. Good design propagates out to all parts of the service, including support.

Also, the speech marks around "my cases" don’t get heard over the phone, only seen when written down.

But even if it's about how it's written, I agree it’s clearer, but it's also verbose and tiring for both the reader and the support agent.

But most importantly, it can be avoided altogether by saying “Your” instead of “My” so why wouldn’t you just do that?