Three issues with Discord Support

From my recent experiences, I've identified three aspects of Discord's support system that are concerning and can be improved upon to avoid leaving your users frustrated.

1. Ambiguous contact points:

On Discord's homepage, the 'Company Information' link is situated prominently at the bottom. I clicked it, expecting to find a direct support channel.
Within this Company Information page, there's a listed email as a contact. However, upon emailing, I received an automated reply indicating that the email isn't monitored - why is it there then?

2. Lack of notification on ticket closure:

This has been the most frustrating experience. Twice, I've had support tickets apparently closed without any resolution. I was sending follow-up emails, under the assumption that they would be read.
The auto-response email mentions, "...follow up through your original ticket with more information and we’ll get back to you as soon as possible." Yet, that doesn't seem to be the case, my emails were disappearing into a black hole because the ticket had been silently closed. It's essential that users receive notifications if their tickets are closed, especially without a resolution.

3. This forum:

I only just discovered this Zendesk site by chance. It would be immensely helpful if users were directed or informed about this platform where they can register and actively monitor their support tickets. If there's any signposting to this platform, it must have all completely passed by me because I've not seen it.

I appreciate the work Discord does, please fix these issues and save a lot of headaches.

Venexis

20 augustus 2023 04:37
Bewerkt

The worst bit is how widespread these issues are. It's almost enough to make one think Discord is actively trying to prevent people getting help, and if they manage to find the right avenues to ask anyway, gaslight them into thinking they've been heard and things are happening… at least until they stumble over here, and witness firsthand their tickets being silently closed, walk through the metaphorical forest of people having the same issues.

Discord does not care. That's the only reasonable conclusion. They don't want to hear from us, and if they're made to anyway, they refuse to take any action. It's a tough pill to swallow, but once I managed, I found a sort of peace in leaving Discord for Revolt (https://revolt.chat/) which has a vastly more respectful stance toward its community. We don't need to put up with this, and I encourage others to leave for a better platform rather than continue in vain to suffer it.

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