Ray - Roby
How about this.
A bug ticket request form.
We think it's a bug so we request a ticket and ask for a priority reply which brings us to a form demanding certain necessary information for you to make a determination as to whether it is or not.
You check it out and agree or disagree and reply.
The form would make the process less abusable and make it easier for you to make a determination.
You could color-code the tickets so as to eliminate the confusion that often results because you have so many different products.
This shouldn't impact your other support options and might make you aware sooner that a bug does actually exist.