i think support cases are are the weakest area.

Yeah, very much limited functionality for support cases, but IME I can actually build on top of what's already there. With projects I feel like I constantly have to configure/code to actually undo the native functionality and then do something else.

I just couldn't say. Our system is overcustomized to the point that any change breaks something or other.

lol. that seems to be SOP with companies that use NetSuite