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NuXCOM_90Percent@lemmy.zip ⁨5⁩ ⁨days⁩ ago

It also causes the problem that no fix is searchable. All fixes require a community member to respond.

Incorrect. While I find the search capabilities of Discord (and the Discord/Teams likes) to be… bad, it isn’t THAT much worse than a phpbb in a lot of ways.

What you lose out on is the ability for search engines and, increasingly a concern, LLMs from being able to index it. I shouldn’t have to explain why that might be a “pro” as far as the folk actually doing support are concerned.

As for delays? If it is a well supported bit of kit, a quick search and a skim of the FAQ (Discord is actually really nice for having a way to aggregate questions like that in an almost ticketing like system) is going to cover the major stuff. And my experience (on both sides) with Slack et al is that users are generally glad to help out.

It does suck because, unless it is a super common issue, you need to actually ask a question and interact with a human. But it also tends to mean that people are a lot faster to have you run a few tests rather than respond once a day to a thread.

For the support people, they have to answer the same questions over and over and over because there is no way for users to search for and solve their own problems.

Tell me you’ve never provided support without telling me you’ve never provided support, heh.

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Ulrich@feddit.org ⁨4⁩ ⁨days⁩ ago

What you lose out on is the ability for search engines and, increasingly a concern, LLMs from being able to index it. I shouldn’t have to explain why that might be a “pro” as far as the folk actually doing support are concerned.

You think it’s a PRO that nobody can search for your support info!? No you absolutely need to explain that…

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- zod000@lemmy.dbzer0.com ⁨4⁩ ⁨days⁩ ago
  They likely mean because LLMs will scrape it hard and give the form the hug of death. This is a real issue, but seriously fuck Discord. I have specifically excluded many potential solutions for both work and home because I saw that their support was done in Discord. I refuse to use it, and this any project that makes it mandatory for support.
  
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TheTechnician27@lemmy.world ⁨5⁩ ⁨days⁩ ago
Yeah, I have to back you up here. This person’s alleged experience is so completely divorced from my experience working on PCSX2 and tells me they have no idea what they’re talking about. We have to answer questions over and over and over again, but usually there’s a command to quickly give a canned answer.

And the questions aren’t repeated because there’s no way for users to search (there is); it’s because it’s usually faster in that kind of environment to just ask and because dedicated help forums are a form of selection bias. You’re generally going to get more thought-out questions from users who use dedicated, thread-based support forums because either a) they needed to make an account just to ask that question, b) they already have an account and so are more dedicated than the average user, or c) all the others who didn’t want to make that investment either just gave up or found the answer some other way.

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