[vdqtp3]

At my last job I worked in professional services, and after reporting multiple issues over and over and over through the normal process I finally wormed my way into a friendship with engineering and product leadership. A conversation with someone they trust was THE ONLY WAY to get them to take seriously a Jira report from the field saying "this is annoying/broken at every customer. Yes there is a workaround, but can we get it fixed?"

Product at every company I've worked for only ever cared about prioritizing shiny new features or bugs that have people screaming at them.

[octo888]

This is spot on and echoes my experience (seeing it from the dev side)