We really don't want people filing reports directly with Bugzilla. It's for developers, not for the end user -- as you point out it's fairly foreboding-looking, the usability is horrid, and the workflow is not at all intuitive. Nor is it easy to find duplicates -- if we started asking people to file reports in Bugzilla, it would be overrun very quickly with multiple reports of the same thing (I reject at least 50% of things put in the suggestions moderation queue as duplicates or as things we've repeatedly said we won't/can't do), and the maintenance necessary to keep Bugzilla triaged is a great deal of time and effort that could much more easily be put elsewhere.

The proper place to report bugs is Support; I won't outright reject bug reports from Suggestions, though, since by the time I get to the queue the person has usually waited long enough, and rejecting the report and saying "please go let support know!" runs the risk of the bug report never being made. The line between "this isn't working as designed" (bug) and "this is working as designed, but as designed is stupid" (suggestion) isn't ever something a user should have to know; it can all come to suggestions and we'll handle it from there.