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That works for small projects, but doesn't scale brilliantly. At some point, many projects need to handle more bug reports than one person can realistically handle in their spare time, and totally unstructured freeform text slows things down on top of that.

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If it becomes too much work for a single person then you just find a second person. When that becomes too much you can find an entire team of people, all contacted by a single email address. This is how customer support is done.

Everybody is more satisfied this way, users get quick feedback that their problem is being looked at, developers get enough information put into the bug tracker to be useful in fixing the issue and the number of useless bugs to wade through goes down immensely.

Most projects and companies don't have the funds to sponsor that level customer support. The modern Internet economy works so well because marginal cost (and price) is tiny. Customer support takes that a way.

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