Hi Armeen;
That is awesome! 
Yes, I agree 100% that you will need either a) the problematic application source or b) a simple test case that your support people can use to reproduce the issue. Then your engineering team can properly assess the behaviour. Along with that - supporting documentation and/or screen captures on what the person saw and the exact steps to reproduce the problem/bug.
The big challenge here could be if the person reporting the problem has the time (or gets the time to work on this from their manager) to gather the related information and build a simple test case for you.
Regards ... Chris