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Discord is not a good replacement for support forums. Discord isn’t searchable by search engines.
Historically, if I had an issue with a product and I googled “[product] [issue]” I’d be met with a support forum post, with someone describing the same issue. I could read the thread to find how they resolved it. I don’t actually have to interact with the post at all, and I don’t need to ask the same question again. For most (decent) forums I don’t even need to make an account just to read the post.
Discord throws that all out the window. Now I’m met with a “JoiN OUr dIScoRd SerVEr to GEt suPPorT” page. Nothing is searchable via a search engine. And Discord’s server searchability (even in the app) has always been, at best, absolute dogshit. You already need to know exactly which text thread things were posted in, (because you can’t search the entire server at once), and you need to know exactly what was said, (because there’s no fuzzed search terms).
So 99% of the time, you just end up asking the same question that has already been asked a hundred times in the past, and now you need to wait for someone to respond. It also puts a lot more strain on the support staff, because they’re answering the same question a hundred times instead of just the once in a forum.
And don’t come at me with the “but Discord recently added a support forum feature where people can start threads and save the conversation for later” bullshit. That’s a band-aid, at best. It still isn’t searchable via search engines, so it means the above issues with Discord’s search function still apply, and the forum function is essentially useless as support forums.
Lastly, why the fuck should I be forced to join another server just to get support? What if I don’t have a discord account? What if I live in a region that Discord doesn’t support? What if I just plain don’t want to clog up my server sidebar with dozens of servers that I have only visited once? What if I just really hate the fact that your server has been configured to push notifications for every single message by default? What if I just fucking want to google my issue, and get an answer without any further effort?
It's also terrible for occasional discussion. A forum I can read the titles, go to the discussion I'm interested in, and read all the context. Discord if I'm not keeping up withe channel constantly I need to try to find where the relevant context for the current conversation starts, and hopefully it's one I'm interested in.