I’m all for sharing the info and having the tough discussions about real root causes. Could the servicing of the product be improved by integrating error feedback directly into the product, or by gathering accurate data from the customer using a plugin (like Dell’s website does.) Is maximum use being made of push technology to keep the product and its documentation up-to-date? The product team (dev and product management) always needs to ask why the customer was forced to interact with the service portal in the first place, and how to minimize the number of times the customer needs to do it.