If that took "several rounds of clarification", then the support they're paying for is worthless. Getting version of the application should be among the first bits of information collected, possibly even required for opening the ticket.

You've never asked someone for a version and got back a version number for a completely different product?

Obviously it depends on your audience, and 3 rounds is exaggerating for the worst case, but in previous places I've worked I've seen customer support requests where the first question that needed to be asked wasn't, "What version are you using?", it's "Are you sure this is our product you're using?".

Actually getting version info out of that audience would have been at least an email explaining the exact steps, then possibly a follow up phone call to talk them through it and reassure them.

If your reference is JIRA tickets or you're selling software to software developers, then you're dealing with a heavily filtered stream. Ask your CS team for a look at the unfiltered incoming mail, it might be eye-opening if you've not done it before. You might be surprised just how much of their time is spent covering the absolute basics, often to people who have had the same support multiple times before.