Make support tickets / bugs more public

We would all like to help Mendix make their platform better, but in my experience reporting an issue, creating a reproduction project, communication with Mendix support can be a time consuming enterprise. And may lead to developers not reporting a bug, because the process takes too much time, or does not lead to a desired result.

I would suggest a more "public" approach to the issues / bug reporting and tracking process where we can search, browse and collaborate. I've had several tickets in the past months that took a lot of time:

• Figuring out what the issue was
• How to reproduce the issue
• Explain the issue to Mendix support

only to discover (once it has been forwarded to R&D for x time) that it is a known issue for R&D and reported by others. My idea is to have a more open bug tracking system (like bugzilla, github etc.). Some characteristics and benefits

• All tickets are by default public, and thus searchable, browseable etc.
• Certain information is private (either by the original poster or by Mendix) to allow for Customer specific details etc.
• Issues can be reported and tracked once, similar issues can be linked, duplicates can be removed
• Anyone can comment on the issue providing more information, reproduction steps, insights, workarounds, test versions etc.
• Known issues per Mendix version is easily trackable
• Saves time on: create, triage, update, track etc. of issues
• Better Mendix platform
• Happy community
• Metrics on how often an issue occurs (how many applications / developers encounter this issue, e.g. via an "i have this issue too" button) which helps the prioritization process

I believe this would improve the overall support experience and process and will result in a better Mendix platform.