I like to ask "Do you have a problem or do you have a complaint?" A problem has three distinct parts: 1) What you tried. 2) What you expected. 3) What you got

I like to ask "Do you have a problem or do you have a complaint?" A problem has three distinct parts: 1) What you tried. 2) What you expected. 3) What you got instead. Anything else is just complaining and I don't deal with complaints. Usually there's enough information in the triad to begin troubleshooting. I will roughly know the steps to reproduce, what that reproduction returns, and what the user thinks they should have got. If I get told "Hey, the calculation is wrong." I'm going to check the calculation. And if the math is solid, and passes all of the cases I can send it, that's the information I will give back. Usually while also asking why they think it is wrong. Sometimes, the only thing that is wrong is user expectation.