In your Support Interface you ask for too many things. Some are not understandable for foreigners and seem unnecessary for many issues.
If you want users to help you improve the app you should make it easier to report bugs. This sucks!
In your support interface portal, you guys have the ticket status as Open, Awaiting for response and Solved which is fine.
But if I I report a software bug, there will some conversation in the ticket and finally it will be escalated to QA team and the ticket status will be in Solved status but this is wrong as this is not yet solved also if it's solved and unable to add comment though it's escalated.
I'm unable to track the bug tickets and check if it's resolved or not so I request if the ticket is moved to QA team please change the status of ticket to be backlog or software change or something like that also when you need to some information from the user side, move the ticket status to be Awaiting for response so we can track and report. Hope you guys understand and change this.
Yes it took me like 2 Days to figure out how to report a bug when I accidentally landed on a review which said mail email@example.com
It should not be this difficult, there should be a way in-app way to log bugs as well as outside in case the app is not opening due to the bug