I think I understand the reasoning behind this, but let me add a "but".
It's been several years since I had the dubious pleasure of interacting with tech support, but from what I read here it seems likely that not much has changed. That is, several hours to get a ticket. It seems to me that this list is a way to avoid the wait (and aggravation).
So, what about a web page that collects the necessary information -- questions that a rep should ask, and a description of the problem. A ticket could be generated and the result posted (optionally!) to the list. Perhaps this could reduce the number of all-caps posts?
