You are using an Ideas Portal to make your users report bugs / receive support. The Ideas Portal is designed for product suggestions, new feature requests -- like the product name suggests, Ideas. Not bugs. Bugs are issues in which the product is not working as designed or intended. Ideas and Product Suggestions are for situations in which the product is working as designed, but perhaps a different design or outcome is wanted. That's why the whole Voting paradigm is in place. When submitting a bug for something that isn't working properly, one shouldn't be made to hope that enough other users 'vote' on the bug to get it noticed for resolution.

The Ideas Portal is not meant for, and should not be used for, bug reporting. There are numerous other widely used and available bug reporting and service ticket platforms out there. I've heard Salesforce works well, maybe try it?