I thinks that's the whole point, they can't read minds so they need to ask questions to gain information. So you can makean better response.

When I've done support and customer says "This isn't working I need this bug reported"

The first question I ask is "Why do you need to do that?"

Because just fixing what they asked solves their current issue, but not the underlying pain they have in their process.

100s of techs would just solve the bug, but they you never find out the deeper issue or lack of features that push the customer to using the other thing.