I’m not sure that locking support request away from public review is helping at all. As you wrote issues and their solutions might be complex and not every one, even paid support staff, can know everything.
Looks like 164 forum members looked over this and 5 participated in the discussion until some user pointed you in the right direction based on another thread he participated in. I believe that there are cases where a means of looking at a users system via some remote support software are possibly the best/only solution but there also seem to be many / the majority of cases where this is not needed and the cases can very well being handled in a public forum. Please keep in mind that Roon is still a relatively small company. Having the amount of support staff needed to resolve all the cases here on a 1-by-1 basis would kill Roon IMO (10 times more support staff than the rest of the company?). Also all the staff had to know all that was already figured out in past cases and would need specialists with deep knowledge about things not directly related to Roon (the product itself) like different OSes, networks and audio products of various companies - all of which provided by the user and actually (should be) supported by other companies/manufacturers. As many of the forum users naturally already have some or the other expertise on all of this, I believe it is a great and for Roon Labs possibly the only feasible way of supporting their broad user base.
If users could accept this and could try to follow the guidelines, provide complete and thorough information about their system, the issue at hand and the troubleshooting steps they already made could greatly help them to improve the experience.
Note: I worked with support of many different companies so far and the ones who hide away support requests behind locked doors did overall provide the baddest experience. YMMV.