It’s a neat idea! We have an “internal products” team at Clever that is tasked with building tooling for our support team (and all our other teams too!) that makes them more efficient. They are definitely worth the investment, and I’d encourage the approach to other companies.

Re. Bugs - I actually really like the “top 2 things” approach for exactly this reason. It’s very illuminating when you as the PM are like “look at all these exciting things we have on the roadmap!” and your support counterpart responds with “my #1 request is that you fix this bug.” This is why I think that the customer facing teams can sometimes be better at doing this prioritization - even with lots of data about the size of a problem and anecdotes the pain, it’s still easy as a PM to not give it the appropriate attention, whereas the support team that lives with the pain will fight for it.