This is actually a very, very big problem. I've read some horror stories of people who were screwed by doing business over a service like discord DMs or instagram messaging or twitter DMs, and the problem with doing that instead of using email, is that if you are blocked or if your convo is deleted--it's just gone. Gone is all the proof of what happened. You only have your word that what happened ever took place.
So really, yes, there is a discord ticket system, but would I EVER want to use it over email? Never. Not at all, and it sucks because it sounds like the emails take so long to get answered that people are being forced to use discord in the same way that they felt like their only option was to make threads on the forums for tech support before.
That and like when we thread a convo on discord from the general chat? when we actually try to have a conversation like a forum? Turns out that after a while a thread can be deleted and then it's just gone. And for the most part, on big discords, they don't want to keep around threads forever like on a forum because they crowd space, so there's just no record of these conversations,. they typically get deleted after like half a day or once the convo slows down. If a channel you're talking in gets too slow, it'll probably get deleted, too. Once the inksgiving event is over--that channel which currently has a lot of activity and friends hanging out--probably also will get deleted.
It's very different from the forum because nothing really lasts.