I recently came across an early access game with no bug tracker where the expected way to report bugs was to leave a message in a discord channel. 🤦♂️
Folks want to offboard their issue somewhere with minimal effort. It's much easier to do that in free text in an app you're already in than to submit a form where you have to categorize your issue on a website you'd have to pull it.
You're right to say it's friction making people step outside the preferred path.