I still think that support stuff should be opened FIRST in the forum tool because it gives visibility for search engines. Just label it as “Support”.
That should automatically open a thread in the discord server where people can discuss. The discord server thread should be tagged in the forum. If any bug/features come from that chat, then they can be linked to the support ticket.
If anyone has a similar support related issue, they’ll find full traceability using a search engine instead of having to find the discord server to search stuff.