For the question that is too small to email and too urgent to postpone — usually asked with a customer standing at the counter.
Plenty of small confusions are never raised at all: the button somebody is unsure about, the setting they suspect is wrong. Each is a two-minute answer, and none is worth composing an email about, so people work around them for months instead.
Chat exists for exactly those. Being inside the app matters too — the person helping is looking at the same screen you are describing, rather than guessing from a name.
From inside the app.
The screen and what you are trying to do.
And carry on with the customer waiting.
A ticket, if it turns out to be bigger.
How you get help: written answers in the help centre, tickets you can follow, and email, chat and phone during support hours, with onboarding and training when a business is getting started.
Onboarding and training matter in the first month; the help centre and tickets are what you use after that.
Where to go when the question is larger.
During support hours — outside them, the help centre and tickets are the route.
Short, immediate questions, particularly with a customer waiting.
It becomes a ticket, so the history is kept.
The two-minute answer nobody asks for costs months of working around it.
