The channel for the question that needs an attachment, and for the answer you want to keep where you can find it again.
Some questions carry evidence: a spreadsheet that will not import, a bill that printed wrongly, a figure that does not reconcile. Explaining those aloud is slow and lossy; sending them is neither.
Email also leaves both sides with a copy. For anything where the answer will be needed again — a setup step, an explanation of how something is calculated — that matters more than speed.
What you did and what happened.
The file, the screenshot, the bill.
During or outside support hours.
Where you can find it next time.
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.
The other support channels.
When the question needs an attachment, or when you want the answer on record.
Yes, and it usually shortens the exchange.
A ticket keeps the thread and its status inside the app; email is the plainer route to the same team.
A screenshot saves three exchanges of description.
