Home / Tag Archives: discord

Tag Archives: discord

Zendesk introduces support bot for Discord gaming community

The Discord gaming community boasts 150 million members and 46 million active monthly users, who spend their days chatting about games, finding people to play with and looking for advice on how to resolve issues. Up until now, game publishers have had to monitor public discussions looking for people who need help or relied on expert users to assist them, but that’s about to change with Zendesk’s new Discord support bot. Zendesk VP of product and platform, Luke Behnke, says they count a fair number of gaming companies as customers, and they have been looking for a way to have more direct communication with Discord users right where they play. With the Zendesk-Discord integration, users can request help by typing /support, and then the nature of the problem. This activates the Zendesk bot and triggers the creation of a help ticket, paving the way for a customer service rep to work directly with a person having an issue. Calling the Zendesk bot in Discord. Screenshot: Zendesk Prior to this, the only way that the game publishers could use Zendesk to generate help tickets was through the traditional sources like email, texts or phone calls, which required their users to leave the flow of the game. This integration allows the publishers to let the customers come to them for help without leaving the community. Behnke says his company has been talking to Discord, whose members generate more than 530 million messages a day, about creating an integration that would work for their users. “We worked with Discord on this and they have been testing it internally and giving us feedback,” he said. Conversation with game publisher CSR using Zendesk-Discord bot. Screenshot: Zendesk Of course, it requires people know that you type /support to activate it, but Behnke believes that if the integration works well, word will get around that this is a useful way to get support directly from the publisher without leaving Discord. He says his company sees this as a unique approach to customer service, one that the gaming publishers, who tend to be innovative, are particularly open to. Future updates could include the ability to push messages to the community such as information on an outage, or for the bot to answer common questions without accessing a human CSR. For now, this integration is in early release.

Read More »

Discord is launching a game store

Just a few weeks back, Valve moved into Discord’s turf a bit with a dramatic overhaul of Steam’s chat system . Today, Discord is returning the favor by playing with the idea of selling games through its namesake chat platform. The company says it’ll launch a beta of the game store later today, though it’ll initially be limited to a small slice of its userbase (which now sits at 150 million users). More specifically, the beta will roll out to just 50,000 users from Canada at first. It’ll be dabbling in game sales on two fronts: they’ll directly sell some games, while other games will be added perks for its Discord Nitro subscription service. Whereas Valve has massively increased the number of games on Steam over the last few years by opening up to third parties through things like Steam Greenlight or (more recently) Steam Direct, Discord is pitching this as a more “curated” offering with a slimmer number of options. At least at first, they say they’re aiming for something that feels more like “one of those cozy neighborhood book shops” — which, on day one of the beta, translates to eleven games. The games it’ll sell first: Dead Cells Frostpunk Omensight Into the Breach SpellForce 3 The Banner Saga 3 Pillars of Eternity II: Deadfire Hollow Knight Moonlighter This is the Police 2 Starbound While eleven games may not seem like much, you can bet they’ll offer more than that in time. See that screenshot up top? You don’t dedicate an entire tab in some of your app’s most prime screen real estate unless you’re hoping to make it a key part of your business. Taking things one more step forward, Discord is also getting into (temporary) exclusives — or, as it calls them, “First on Discord” games.

Read More »

Valve’s answer to Discord is now live for everyone

Just a month ago, Valve announced Steam Chat — an overhaul to its aging chat system, and the company’s answer to rapidly growing competition from apps like Discord. At the time, it was a beta limited only to those who were granted access. Today it’s opening up to all. As Devin put it when the beta features rolled out , the previous chat system “may as well be ICQ.” It was useful for a quick chats, but it felt much too limited for anything beyond that. The new Steam Chat, meanwhile, takes a huge step toward being a modern chat offering. It groups contacts by the game they’re playing, shows whether or not they’re currently in-game or in a match, offers easy access to your “favorite” contacts and allows for big group chats and persistent channels. It supports inline media (GIFs! SoundCloud! YouTube!), encrypted voice chat and has both a browser-based client and a client built into Steam. Will it kill Discord? Probably not. While it might stymie the losses of the more casual players who might otherwise find their way over to Discord, it’ll be tough to sway anyone who has already come to call Discord home. Many Discord gaming groups have deep roots, with many of them having elaborate channel setups and relying on bespoke customizations like bots that help them schedule matches or raids. If you want to check out the new chat system and already have Steam installed, just pop into Steam and tap the “Friends and Chat” button in the bottom right.

Read More »

Valve sets sights on Discord with updates to Steam Chat

Discord has risen among the ranks of gamers as the most common choice for game-related communications. And it’s easy to see why: it works well and the competition is pretty dismal. But Valve is looking to keep users in-house with an overhaul of the chat options on its game platform Steam . It’s a welcome change, one of many that Steam’s users have surely been asking for — the platform, while convenient in many ways, is also incredibly outdated in others. The friend and communications options may as well be ICQ, and let’s not get started on the browser. Today’s news suggests that Valve has not failed to hear gamers’ cries. The revamped chat is very Discord-like, with text and voice channels listed separately, in-game details like map and game type listed next to friends and a useful quick list for your go-to gaming partners. There’s also a robust web client. Voice and text chat is all encrypted and passed through Steam’s servers, which prevents the NSA competition from monitoring your squad’s tactics during PUBG games and griefers from tracing your IP and ordering a hundred pizzas to your door (or worse). It’s long past due for a platform like Steam, but more importantly it lets them keep Discord in check. The latter, after all, could conceivably grow itself a game store or promotions page in order to subsidize its free services — and that would be stepping on Valve’s turf.

Read More »

Discord nearly tripled its user base in one year

If it wasn't already evident that Discord is becoming a staple of playing (and watching) games, it is now. The chat platform is marking its third birthday this week with word that its user base has nearly tripled in the space of a year, jumping from...

Read More »

Discord comes to Xbox for integrated chats

Discord added an SDK to make it easier for friends to jump into each other's games and even added Spotify integration, but the service has stood on its own as a scrappy alternative to much bigger fish like Xbox Live. Which is what makes the company's...

Read More »

Discord bans a number of alt-right servers

The gaming chat service Discord has reportedly banned several alt-right groups. The move comes six months after the platform shut down racist accounts in the wake of the Charlottesville protests in order to 'take action against white supremacy, nazi...

Read More »

Discord signs eSports pros to use its chat app

Discord has become something of a gaming chat-app phenomenon lately, partnering with Spotify for in-chat soundtracks, adding video chat and screensharing and bringing verified official game channels to its service. Now the company plans to expand int...

Read More »

Chat app Discord opens official game channels

Gaming-focused chat app Discord is partnering with developers on official chat channels. Verified Servers are places where a game's community can hang out, talk and get news straight from the teams that made the games. Think of them like official for...

Read More »