[ono]

The add-on is sold through the program. Asking people to download an external program, make a username and go there for support on a product you sell is absurd.

If this was a proprietary program that basically nobody used I would agree. However, the program in question is Discord, which I imagine a majority of people actively already use. That isn't even to mention you don't need to download or install Discord, you can use the web client. All that aside Discord is plain better for problem resolving because you can easily search the support channel to find if someone has had a similar issue and see what the response was to it, potentially reducing the need to even ask for support. It really isn't all that absurd lol.