Support is very linear in nature. More issues you have, more people you need to take in feedback and act on it. For early companies with very MVP products, support can just kill them, because they will spend all day long doing support stuff vs building. By definition their products are going to be bad.
On top of that reporting issue is just 1% of work, because you actually need someone to go and reproduce that issue. If it is a feature request, then it is another massive chunk of work to spec it and even decide to do it or not to do it.
Also when you post it in the forum, it is way easier to get back to and companies will ask to login support tickets with production accout details, so they can actually go back into the logs and match that data.
Support is very linear in nature. More issues you have, more people you need to take in feedback and act on it. For early companies with very MVP products, support can just kill them, because they will spend all day long doing support stuff vs building. By definition their products are going to be bad.
On top of that reporting issue is just 1% of work, because you actually need someone to go and reproduce that issue. If it is a feature request, then it is another massive chunk of work to spec it and even decide to do it or not to do it.
Also when you post it in the forum, it is way easier to get back to and companies will ask to login support tickets with production accout details, so they can actually go back into the logs and match that data.