At least in my case users are free to open a topic on the forum and in the past have done that many times and they will get an answer if appropriate, however that is not a replacement for working through an user detected/experienced issue in a structured fashion. Some projects use github discussions for the unstructured bit BTW.

IMHO such a process is far too noisy for a general purpose forum and far too susceptible to noise from otherwise uninvolved bystanders. Not to mention other issues like closed threads remaining visible.