To give feedback on this, I agree with both suggestions;
Myself, being a longtime user of discord still don't even check the pinned messages that often, mostly because using this is indeed very narrow as said by you, and I'm sure I'm not the only one who thinks this way and most of the people never check the pinned messages. So, getting some text channels as the example you provided would be very usefull, people can find a lot of the info through forums etc., but let's be real, it's 2020. Having these text channels would provide (especially new) players some quick to find answers that will probably reply to about 65% of all questions asked.
Ingame support has been lacking indeed, bugs occure a lot of the times and that's ok, it happens. We know this isn't a 10 billion dollar company but what is stated above is true, we need another way to contact support!
I think the suggestion on this is great, the voice channels that allow 1 person in at a time is a great queu option to have.
Although there should be a set of rules on when you are allowed to queu up for this kind of support, otherwise I think a lot of people will go in them with questions that can easily be found in faq or through the player-to-player support we got now.
Conclusion, these options should definitely be considered by admins and looked into.
-Alex Grant
