I have experienced firsthand the frustration and helplessness that many Discord users face due to inadequate customer support. I have been repeatedly banned due to false claims made against my account. Despite my consistent efforts to resolve these issues through official channels, my support tickets have been handled by AI-generated responses, leading to automatic closures without satisfactory resolutions or any human review.

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 Petition:

Many 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 decision.

What We Are Asking For:

We 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.

Why This Matters:

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.

We urge Discord Inc. to prioritize the improvement of their customer support services by reducing their heavy reliance on AI-generated responses and by investing more in human resources. This change will not only enhance user satisfaction but will significantly boost the community's loyalty and trust.

Please support this petition by signing and sharing it with others who have faced similar challenges. Together, we can encourage Discord to implement these necessary changes and improve the platform for its vast and dedicated user base.