I ran into the same thing on a support request a while back. I can definitely feel your pain.
I work in technical support myself (in a different field), so I’ve been on the other side of the ticket queue. From that experience, I’ve seen why the video and logs are so critical. Logs can be cryptic on their own, and a video adds a ton of additional information and context that helps with troubleshooting.
That said, I definitely get why it’s a pain and can feel insulting. Add in the “joy” of submitting a ticket, waiting, waiting, waiting, and then you get the request for the video. Ugh!
One thing that helps me is to remember that the tech support staff likely isn’t out to make our lives miserable. They have a never-ending stream of tickets, and many of those probably lack key details. With that in mind, I’ve found that keeping my own requests short, precise, and including the video and logs from the very beginning helps streamline the process.
One last thought: I’ve started having an AI review my support requests before I send them. It’s humbling because it often points out that I’m making assumptions or leaving out key details, which helps me communicate the actual issue much more clearly.