Michael. I think you need to consider some more formal ticketing system to register customer issues/complaints.
The forum is useful but haphazard
Its often necessary to scroll endlessly to a solution and Im not sure they get properly found
In Ticket headers it would be helpful if it was clearly stated eg Solution @ message 10 and it would be more rapidly assessable
It would give users and developers a much better idea of problem areas - if for example it was known that there are 35 reports this week related to software download on SNZB05 - 02DR2. …and also confidence that the issue might be addressed
…and it would also give users confidence of a professional approach to issue resolution rather than “ it might get looked at when we get back from holiday”
Written to be constructive - not critical