Reddit and Lemmy are threaded. Each comment is directly in reply to a post or another comment. It forms a tree structure. Tangents go in their own little branch within the discussion, rather than you having to read everything in chronological order with no semblance of topic order. Discord mods try to solve the topic problem by directing people to different channels when a conversation changes subject, but it sucks because that’s not how Discord was designed and that’s not how humans were designed. If you want readability, if you want to quickly find an answer to a question, if you want to always know what the topic of discussion is and which conversation you’re in the middle of, threaded media like Reddit and Lemmy is king. FAQs go in threaded discussions, live support goes in a chat (like Discord or Matrix). That’s how you run a project.

If it were possible, I’d design my project’s support system to have the “submit to live support chat” button at the bottom of the FAQ megathread. You scroll through the threaded discussion (And collapse irrelevant branches as needed), and at the bottom of the thread, there’s the button to go to the Matrix support community.