Traditional way of logging issue by customer is to raise through support.ca.com, we can have some common page where list of all issues logged by all customers who using this product can see. With this we can help in minimizing the effort of support people. They can find easily whether similar issue was faced by any other customers, or whats the workaround, for them and more. They may even discuss about the issue and vote the answer given by suppport ppl for better tracking over there. Keeping the privacy of customer name should not be problem here.