At my last job I worked in professional services, and after reporting multiple issues over and over and over through the normal process I finally wormed my way into a friendship with engineering and product leadership. A conversation with someone they trust was THE ONLY WAY to get them to take seriously a Jira report from the field saying "this is annoying/broken at every customer. Yes there is a workaround, but can we get it fixed?"

Product at every company I've worked for only ever cared about prioritizing shiny new features or bugs that have people screaming at them.

This is spot on and echoes my experience (seeing it from the dev side)