[BACKLOG] Improved customer support tooling (feedback / problem report)

[bombnp]

Is your feature request related to a problem? Please describe.

Currently, users can report problems or give feedback via an Airtable form (https://airtable.com/shruwAAfn1763TgMU). However, this process is one-way only, and we can't communicate with the reporter about the status of the issue (unless we have their email). There is also no way for other users to see other reported problems, so multiple people may try to report the same issue which would be duplicate of the same problem.

Describe the solution you'd like

The purpose of this task is to research a better alternative tool for customer support. One that:

1. Users can send problem reports or feedbacks to the system
2. We, the maintainers, as well as other users, can see the list of reports.
3. We can respond to the issue, and reporter (as well as other users) can see the response.
4. Can send a notification when there is a new report (via Discord). You can develop a notifications pipeline yourself if your favorite tool does not have one.

Describe alternatives you've considered Feel free to look for other alternatives. It can be cloud-hosted services (pls keep it free), or self-hosted open-source tools that we can deploy ourselves. One solution that comes to mind is Fider.

Task Advisor @bombnp

[bombnp]

tools research: https://docs.google.com/document/d/1k_Bz1jMrFX1UggTG_z4WDQEHP1qiQ4YVdsYjDI0n49o/edit

[bombnp]

status: wait for k8s migration