No, I did not. My reply to that was rather sarcastic because he said they should hire someone except they already had someone.
Honest answer? Because they have no clue what to put in the ticket. If you can replicate an issue a user posts about on your system and you open the ticket, you’re going to put the information from your tests because that’s what is needed. Other people with no first hand access or knowledge of the issue should not be opening tickets on things they can’t provide.
How many times have they asked for more information on a ticket? Well if I opened the ticket on your behalf, then I’m the one getting the request for more information. In order to get that information, I need to contact you and then get you to get me that information or get you to post it in the ticket. You essentially have a middle person that is running around chasing down users for follow ups and more details.
Hah, funny story. I just had to take a call and it was someone trying to report issues for another user that was having issues at their home office. Except in the 5 minute call they couldn’t tell me a thing about the issue because they weren’t the person having it. See how that relates?
Just keep in mind the person that would be doing this would have to do more than just open tickets on someone’s behalf they would have to do actual full on triage of the issue to make sure that a ticket is even relevant. Again, the ticket system is for features/bugs/development requests. If someone needs support to determine if their issue is actually a bug, then that is a support persons job. Only if a bug is considered to be found should they then open a ticket in the issue tracker.
However, one person’s issue does not equate a bug or something that should involve the developers. This is why there is (or should be) a support level check and support processes to make sure frivolous bug reports are not jamming up the ticket system.