this post was submitted on 16 May 2024
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I run a fairly popular open source project called Svelte Material UI, and I can tell you why I use Discord for support. My users want me to use it. GitHub too.
People want to use what they already have, and most people, even developers, don’t care that much about privacy. I would gladly self host a support forum, but tons of people would rather use a different library than sign up for my personal support forum. And the people who really care about privacy wouldn’t trust my self hosted solution either, so there isn’t really a better option than Discord, as much as that sucks.
When support is hidden away in discord, web searches can't find it. Nobody can even look through it without having an account.
I agree that it sucks. I would much rather use a more open platform. But my users don’t want that. Discord is convenient, people want convenience, and I want to give my users convenience (even if it means I have to answer the same questions once in a while).
Only convenient for those who are on discord. Everyone else is excluded.