I’ve often given up at that point when I’m asked to do this.
edit: agree with the rest of your post :)
edit: I like the rest of OP's
There is a difference between people telling you there's a fire in your house vs. people telling you what furniture you should get. Bug reports and feature requests should be treated as different beasts in customer support flows.
In any case, it depends on what service you're providing or what product you're selling, whether or not the reports are high-value and would impact the success of your business, what the they're about, etc. The onus is on the company to determine these things for themselves.
The only reason I can think of for redirecting a user is if you're using it as some sort of quality control barrier to weed out the low quality and non-essential reports.
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.