I once worked with a pretty good customer support manager. They had two mechanisms for trying to handle that. Both were based on having the support people categ

I once worked with a pretty good customer support manager. They had two mechanisms for trying to handle that. Both were based on having the support people categorize issues. (Presumably based on error messages, some manual review, symptoms, etc.) They'd then compile a weekly-ish report of (1) top 10 most common issues they were seeing, and (2) issues that were new this week or went up a lot from previous weeks. That information as pretty easily digestible for the development team, and it helped us understand the size of the impact of known issues. And ones we didn't recognize, we could request more information on. The support manager also made a point that if a new issue came up and seemed to be particularly prevalent or major, they would proactively contact dev instead of waiting for someone to read a weekly report.