I have to say that I don't find Bugzilla difficult at all nowdays, but some years ago when I was starting out (late 90's) I was a little intimidated by Bugzilla and similar tracking programs.
I think the main reason was that so much of its interface is still essentially text-based. We live in an age when computing is largely visual, and SME Server itself is a product that through its graphical server manager attempts to do away with text-based interfaces for most operations. The front page of the wiki has a bunch of icons and coloured text boxes. Even as I type this forum post there are a range of friendly buttons above the editing field to help me format text easily.
Thus Bugzilla can, in a certain sense, be seen as "arcane" or "hard" because its UI is a little dated. This is not a criticism of Bugzilla, becuase it's a perfectly acceptable system and is reasonably well laid out; rather, it's a comment on why I think some newer users react badly when seeing it.
I also agree with uniqsys that having pre-prepared fields for desired/required information is an improvement, because it would reduce the questions (and thus nervousness about Bugzilla) felt by new reporters as they are preparing their first bug.
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