[IMPORTANT!!!] [PLEASE READ!!!] The state of this feedback forums, and Discord's support website in general.

Hi, my name is Kai. I've been a huge fan of discord for 4 years-ish, and strive to work for this company in the future, though they're MAJOR issues with this support site, team, and everything in here.

PROBLEM 1: FEEDBACK MODERATION

The first problem with this website is completely obvious if anyone spends more than 2 seconds looking at this site, these "support" forums have barely any moderation, or any response from the Discord team. This is honestly one of sadder ones of these issues. If some of you might not have known these forums actually have tags that can be set by moderators such as "Answered", "Completed", and "Planned" which are meant to show the meaning that a moderator has seen and taken action on a post. Now, i want you to guess how long ago was the last time a post has been marked with one of these. A week? A month? 3 MONTHS? Nope! 8 Months! 8 Months ago was the last spotting of a post being marked with "Completed" This site has gotten so bad that a few people have actually minimod the site for the team!

PROBLEM 2: "OTHER" TOPIC

The "Other" community topic... is terrible. I'm sorry, it just is 8000 more posts than other topic besides "Account & Server Management" which suffers the same issue as "Other"

These community topics are consistent of 2 things...
95% being used as a rant, or support ticket forum
5% actual topics

If you look in the forum, it'll take you less than 2 seconds to find a post complaining about something that should've been discussed inside a support ticket, though many of them have a good reason to come and cry here, and its all due to the SUPPORT MODERATION! again! All of these posts could have been easily avoided by everyone if the team did a single thing.
"CARE"

These posts are riddled with people crying and calling the support team trash, which is the next and final reason of this post...

PROBLEM 3: THE "SUPPORT" TEAM.

The grand final boss of the Discord support team, oh boy...
As i said in problem 2 people are are crying LEFT and RIGHT about the support team, and while you would say "uhh why dont they just like.. contact support again or smth..?" Trust me. They have, and while my interactions with the support team have been fine, these people tell a different tale...

These problems stem from a single topic. Sensitive ones.
When i make my threads, they're usually small questions and get answered in a day or even 4 hours! It's the sensitive ones people seem to find problems with, such as account hijacks, locked out. Hell! go to any of their twitter posts and i bet you one of the first 10 replies is one about a support ticket. I can promise it, and some of these stories are outrageous!

---

From Nyvrin
"I've created a ticket atleast 1 week ago and still I do not have a answer.
The only thing that has been changed is the status from ''open'' to ''solved''
But they never even answered my question so how can it even be solved?"

Reply from Annonamous
"I'm having the same issue. Discord won't accept my cell number, tried getting help months ago and got a dude named Billie who would keep marking the ticked as Solved without even giving a reply. That ticket went on for two months, so I made a second ticket to file a complaint. The ticket was assigned to Billie and he blocked me from signing in on the website until January. My cell number still doesn't work, I still can't verify, and now I've made another ticket and have been waiting for an answer for 15 days."

From Xrubyrose20

"I've been waiting 16 days for a response on my ticket due to my account being disabled for NO REASON and no response. My ticket isn't even closed they just ignored it.

We are supposed to get response in a maximum of 48 hours. Waiting 16 days is UNACCEPTABLE. Fix this."

----

And these posts go on and on, all due to the lack of customer support they're getting, they'll go anywhere to seek help, because the help that should've been offered to begin with, is not there.

Conclusion?

The only conclusion i can find is, speak more out about it, we have to make this problem known, and solved, please, spread my word around and fix the problem for everyone who has minimal support from this company.

And I hope, when I am able to work there, that we have fixed this, and to make it better.

Thats it for now. Please upvote so Discord can try to notice.

(Mandatory side note: this is talking about support.discord.com, not the entire chatting service of Discord)

Cheers,
Kai.

cyberdev

14. Mai 2022 22:33

Hi, Kaixvny! Thank you for posting this and reaching out to the community.

Sorry to hear you are having you have these concerns about the discord support site. While I cannot answer all these points, I can address the first and third one.

You have a solid point. There is a lack of answered questions officially solved by the discord team. The reason that discord has support.discord.com is that it is meant to be a community forum. It can be solved by ANYONE, not only moderators. It might not seem like it, but the support site does have auto-moderation features that are triggered by keywords or AI detection. Detecting useless questions would be a hard task, something that can only be done manually. The fact that support.discord.com is run by a community instead of official moderators has some upsides and some downsides. If you want an answer from discord directly, use dis.gd/contact.

The other topic is indeed filled with random topics and topics that should be directly contacted to discord. The solution for this is really tough. If this support site is locked, that 5% of people who actually have something to say will be unheard. Keeping the support site with some bit of spam and highly active moderators is a good idea.

Discord is a great platform for all communities from artists to developers. With 150+ million active users, discord is required to maintain global safety standards. As they own the platform and described in discord TOS:

Subject to applicable law, we reserve the right to suspend or terminate your account and/or your access to some or all of our services with or without notice, at our discretion

While this might not be good for users, it is required to comply with global laws. Discord reserves the right to terminate any account because:

they are required to do so to comply with a legal requirement or court order.
reasonably believe termination is necessary to prevent harm to you, us, other users, or third parties.

We are supposed to get response in a maximum of 48 hours. Waiting 16 days is UNACCEPTABLE. Fix this.

There is no maximum, discord only states that it tries its best to get you an answer in around 48 hours but cannot guarantee it.

You have made highly valid points in your post. Some of them indeed need the help of discord to be solved. With this, you have my respect and upvote.

Signed,
cyberdev#0001

Kaixvny

14. Mai 2022 22:50

Hello cyberdev! Thanks for responding, support team makes much more sense now, i always knew there were some sort of guideline saying they could do this, though while writing it couldn't reach my head.

One of the downsides though of this site being ran by the community is that suggestions will most likely not get answered.

and I do feel like the main reason this site is so unmoderated, is due to the fact it has barely any traction, if you take a look at most posts, you wont see more than 4 upvotes, or 3 comments.

Hopefully this site does get better in the future, as it could hold great potential for Discord to interact with the community.

Cheers,
Kaixvny

SlimJimjim

16. Mai 2022 22:13

Its difficult to have any real support when bots run the show for the most part, and the times you get any response its always the same old copy paste response, and its usually a 50/50 chance on if you're disabled and get enabled again, regardless of if you did anything wrong or not. This is the only platform ive seen that has almost no support at all, every other place ive been on, support responds in a few minutes, to maybe a couple days tops, most of the time when i try to appeal a ban that happened to me for pretty much no reason, they either dont respond at all, or take over a month to respond, with the same copy paste message, and the part thats annoying is they responded multiple times saying they undid the ban, but im still disabled. feels like they're either trolling, or whichever bot they're using is messing up. Or both. I really hope someday new people can work for discord, and give it the real support that is desperately needed so we dont have to keep losing our account and starting over

PROBLEM 1: FEEDBACK MODERATION

PROBLEM 2: "OTHER" TOPIC

PROBLEM 3: THE "SUPPORT" TEAM.

Conclusion?

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