Most questions arrive at eight in the evening, in the middle of doing something. The help centre is the answer that does not require anyone else to be awake.
Support hours and business hours overlap badly. A shop closes after the support desk does, and the quiet hour in which someone finally sets up numbering or figures out batch tracking is usually outside them.
Written articles cover that hour. They are also faster than a conversation for anything procedural — a person reading the steps for setting a prefix will be done before a chat has established what they are asking.
In the words you would use yourself.
Written for the screen you are on.
Most setup questions end here.
If the answer does not fit your case.
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 reading is not enough.
Yes — it is written material, so it does not depend on anybody being on shift.
Procedural questions: how to set something up, or where a particular screen is.
Raise a ticket, which keeps the question on record until it is answered.
The setup question arrives after closing, which is when the desk is shut.
