Petition to Discord Inc. for Improved Customer Support and Reduced Reliance on AI-Generated Responses
Petition to Discord Inc. for Improved Customer Support and Reduced Reliance on AI-Generated Responses
To: Discord Inc.
We, the undersigned users of Discord, respectfully request that Discord Inc. take concrete steps to improve the quality of customer support on the platform. Discord is an essential communication tool for online communities, gamers, creators, and organizers and reliable, human-centered support is crucial for its users.
Why We Are Submitting This PetitionMany users are currently experiencing significant issues related to Discord’s support system, including:
- automatic rejection of tickets without proper review,
- AI-generated responses that do not address the actual issue,
- lack of access to a real human support agent even in cases that require manual verification,
- no transparency about whether a reply comes from a human or an automated system,
- extremely long or nonexistent response times,
- difficulties with account recovery, appealing bans, or correcting wrongful decisions.
These problems lead to user frustration, unfair outcomes, and real harm within communities and server management.
What We Are Asking ForWe call on Discord Inc. to:
- Increase the involvement of real human support agents in ticket review and decision-making.
- Provide clear disclosure when a response is generated by an automated system or AI.
- Offer an option to escalate a ticket to a human agent when an issue is not resolved.
- Review and improve automated ticket-filtering systems to reduce false rejections.
- Enhance transparency in Trust & Safety processes, especially those involving account bans and user reports.
- Improve response times, particularly for urgent or sensitive cases.
Discord is a vital platform for millions of people. A service with such a significant global role should treat its users respectfully and provide support that meets their needs.
Overreliance on automation and AI often leads to misunderstandings and unresolved issues. Discord should prioritize reliable, human-centered support especially where automated systems consistently fall short.
We collectively urge Discord Inc. to take meaningful action to improve the quality, transparency, and reliability of its support services. Users deserve better.
15 Comments
I still didn't got my account back after half year because support is closing my tickets without reading them
I was banned on September 1st for "child safety". I've tried appealing a few times since then, but my tickets were closed instantly with no emails regarding them.
I'm having issues with my account and discord is not solving them
Support system is a jome
ITS SO SLOW AND ITS COPY PASTED I HATE IT
incase seen by a real Discord staff member, my username is dankplank I really wish you would look into your database and see the logs of a chat I had with an account that was flagged stolen later down the conversation. I had a clean record for 9 almost 10 years, and didn't do anything to break ToS or Guidelines. when the stolen account lost access to my account they started spamming me with threats and number texts that is most likely the dude trying to phish for my information. I am 100% sure there is edited text within the conversation when the dude clearly wasn't having his way so he resorted to get me terminated.
100% Signing it. I got banned once for literally no reason, now i need to use another account because of support
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Petition to Discord Inc. for Improved Customer Support and Reduced Reliance on AI-Generated Responses
Petition to Discord Inc. for Improved Customer Support and Reduced Reliance on AI-Generated Responses
To: Discord Inc.
We, the undersigned users of Discord, respectfully request that Discord Inc. take concrete steps to improve the quality of customer support on the platform. Discord is an essential communication tool for online communities, gamers, creators, and organizers and reliable, human-centered support is crucial for its users.
Why We Are Submitting This PetitionMany users are currently experiencing significant issues related to Discord’s support system, including:
- automatic rejection of tickets without proper review,
- AI-generated responses that do not address the actual issue,
- lack of access to a real human support agent even in cases that require manual verification,
- no transparency about whether a reply comes from a human or an automated system,
- extremely long or nonexistent response times,
- difficulties with account recovery, appealing bans, or correcting wrongful decisions.
These problems lead to user frustration, unfair outcomes, and real harm within communities and server management.
What We Are Asking ForWe call on Discord Inc. to:
- Increase the involvement of real human support agents in ticket review and decision-making.
- Provide clear disclosure when a response is generated by an automated system or AI.
- Offer an option to escalate a ticket to a human agent when an issue is not resolved.
- Review and improve automated ticket-filtering systems to reduce false rejections.
- Enhance transparency in Trust & Safety processes, especially those involving account bans and user reports.
- Improve response times, particularly for urgent or sensitive cases.
Discord is a vital platform for millions of people. A service with such a significant global role should treat its users respectfully and provide support that meets their needs.
Overreliance on automation and AI often leads to misunderstandings and unresolved issues. Discord should prioritize reliable, human-centered support especially where automated systems consistently fall short.
We collectively urge Discord Inc. to take meaningful action to improve the quality, transparency, and reliability of its support services. Users deserve better.
15 Comments
Discord.... your automated system is causing more victims than it is catching real offenders. there are servers out there with a lot of heinous stuff, and people with malicious intent framing others with an editing exploit. Please update your Clyde bot to catch on when people edit conversations, as well as update your support system. I can easily get into contact with other businesses but Discord it's like talking to a brick wall, with the AI automatically solving issues that have not been resolved.
I still didn't got my account back after half year because support is closing my tickets without reading them
I was banned on September 1st for "child safety". I've tried appealing a few times since then, but my tickets were closed instantly with no emails regarding them.
I'm having issues with my account and discord is not solving them
Support system is a jome
ITS SO SLOW AND ITS COPY PASTED I HATE IT
incase seen by a real Discord staff member, my username is dankplank I really wish you would look into your database and see the logs of a chat I had with an account that was flagged stolen later down the conversation. I had a clean record for 9 almost 10 years, and didn't do anything to break ToS or Guidelines. when the stolen account lost access to my account they started spamming me with threats and number texts that is most likely the dude trying to phish for my information. I am 100% sure there is edited text within the conversation when the dude clearly wasn't having his way so he resorted to get me terminated.
100% Signing it. I got banned once for literally no reason, now i need to use another account because of support
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Discord.... your automated system is causing more victims than it is catching real offenders. there are servers out there with a lot of heinous stuff, and people with malicious intent framing others with an editing exploit. Please update your Clyde bot to catch on when people edit conversations, as well as update your support system. I can easily get into contact with other businesses but Discord it's like talking to a brick wall, with the AI automatically solving issues that have not been resolved.