Creating support requests and working with software support is too complicated. Collecting basic information, logs and debugs is a manual process. A modern application should have a build-in collection mechanism to prepare the needed information for the use in service requests. The information collected should be adjustable based on the issue specified by the user. The result should be either locally available (for manual upload) or directly uploaded to an existing service request (already created by the user).
Provide all the data required for initial investigation by the software support. More specific information can be requested by software support at a later point in time.