Because the forum was created for a specific purpose, and support for these particular product questions is out of scope in relation to that purpose. Our company has an array of products and services, and this forum is meant for a particular segment of those. It’s difficult to explain without detailing what we do, but essentially the forum is for the discussion of building/creating/extensibility, and not at all for support of these other products that we’re getting questions on.
Turning it into something support oriented would require heavy investment from our Support team, given their current workflow and usage of other tools to handle cases. Tickets can live for months on end due to complexity and other issues, and that doesn’t necessarily fit as well within the quicker pace that the forum provides.