Using Discord for support is a major red flag.

xyzzy_plugh · on July 28, 2022

As opposed to IRC? Slack?

Discord has excellent moderation tools, is economical and relatively user friendly (compared to IRC). If you desire a public space for your community to engage with you in real time, I'm not aware of a better alternative.

selfhoster11 · on July 28, 2022

Discord is not a public space. It's not indexed by search engines.

sph · on July 28, 2022

No, you're supposed to use the abysmal Discord search feature to find your question among a billion chat messages, or post it in one of the 150 channels we have for each topic under the sun. No sorry, wrong channel. Oops, your message got lost somewhere in the thousands of messages we receive per day.

Discord support is hell on Earth.

lawgimenez · on July 28, 2022

What’s wrong with using email or Intercom?

selfhoster11 · on Aug 1, 2022

Nothing. It would be preferable to Discord, in fact.

navanchauhan · on July 28, 2022

What about good ol' forums? Indexable by search engines and proper moderation tools that have stood the test of time.

xyzzy_plugh · on July 28, 2022

Like a GitHub issue tracker? The concept of forums is not lost on me, but I think the point of a chat service solves different problems.

Klonoar · on July 28, 2022

My history might be a bit fuzzy, but that exists in lineage from when Stripe had an IRC channel for dev support.

This is Stripe opting to go to where a core customer segment (developers) live. Discord sucks but from a business perspective it’s smart. You wouldn’t use their Discord chat for just any issue.