Our UX team would like to work more collaboratively with our customer support team in getting the top customers' issues. We usually receive feedback such as "change this to ..." or "move this to ...". It's more suggestions and recommendations on what they want to see improved rather than the actual customers' issues.
I am wondering about how you (as the UX team) communicate with your customer support team on getting the raw underlying customers' issues. Do you train your customer support team on what they need to look for to provide the UX team with valuable data?