You haven't worked in any customer support position, and it shows. The amount of slurs hurled at them is far greater than anything found in a few github comments.
Also complaints that lack specificity must be aggravatingly common. I once complained on an open board about a bug in Wasteland 3 and a dev reading comments actually PM'd me asking for details. I provided details as best I could, including screenshots- the very next patch included a fix for my niche issue. But I imagine most bug reports being "GAME BROKEn! SUX! Fix NOW character creation BROKENN!"
I presume OP works at a decently sized company, and they have magical people like PMs and CSMs that turn customer tantrums into neat little cards that he can push down the kanban.
Yeah just one perusal of any of the Atlassian feature request forums will justify that.
To be fair though, Atlassian is dreadfully slow to implement features people actually want (Confluence still can't render markdown, that was requested like 8 years ago now), so they kinda deserve it
They removed support for their own markup language and then closed a bunch of the "please give us markdown support" tickets as completed like a bunch of dumb, dumb, dingleberries