If you can, try meeting with your users face to face. The more you can facilitate communication, the better. Relaying through email or ticket posts can be a slow and arduous process. If you can instead spend a few minutes IM'ing them, or talking to them on the phone, you may be able to make more progress.
There are two sides to this communication process. There is your users educating you about their needs and requirements and the problems they are facing with your software, and there is you educating the users on how to make better recommendations and bug reports.
Also, most of the stuff in here is just a bunch of despair and people saying "fuck it" to communicating with those who are less technical. It's always going to be a problem, and it will always be an impossible challenge if you look at it with the same attitude.