I think it's a good approach and similarly it works for some projects I help out with. But for some projects it's not working in my experience - especially if

I think it's a good approach and similarly it works for some projects I help out with. But for some projects it's not working in my experience - especially if you have a lot of non-technical users, for example in a PHP web application. I'm focusing on PHP because you don't just deploy a Python or Ruby web app without at least a bit of developer or *nix experience, whereas shared hosting with "follow these 3 steps and have an ftp client" still works in 2018. In this case the bug reporters are probably not returning, the bug is often fixed in 10mins of developer time and just explaining what all the words mean takes longer than doing it yourself. Sadly these are often also the most ungrateful, so I'd be inclined to just ignore them - but at least we can improve the software after the bug report. Of course not all of them are bad, sometimes you literally have users that wouldn't know how to fix CSS, but they're testing all your new releases and provide feedback - awesome, but not technical.