this post was submitted on 26 Oct 2023
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Few layers to this
The reason to use a discord/matrix is the same reason to use social media. You aren't going to read and engage with every single message. You are going to pop back in, respond to something that seems interesting, and then go on with your life.
From a support perspective? It is no different than message boards. You have a few knowledgeable (possibly paid) individuals and then you rely on The Community to help debug a lot of it.
Yeah I guess, but because it's so linear all the discussions are running through each other and messy. So if someone asked a question I'm interested in I then have to read a whole lot of messages to see if maybe someone said something relevant about it.
Also, the messages are not indexed by search engines, which has its advantages, but for a tech/ support channel it doesn't make much sense.
I don't use matrix specifically (basically everything I have seen that uses it comes across as "shady", at best) but discord very much has a search functionality in each chat channel. Same with slack.
But also: What magical wonderland of tech support do you live in where people read context and don't just make the same suggestion hundreds of times in a row?