[Klonoar]

I also moderate and run support in a Discord. We see that it's harder/less efficient/etc; you and I also both know full well that users don't think about this at all.

Like, tell me the last time a user who came in for support actually used the search bar. I'll wait, lol...

[tentacleuno]

Oh 100% this. To play Devil's Advocate though, I run a Matrix room too and the search functionality on that is a lot worse than Discord (it takes around a minute to actually find something), so most users end up asking again because it's easier (...for them, of course).