Support, troubleshooting, and known issues

Support routing categories explained

Category-first routing exists so the question reaches the safest review lane without turning support into one noisy inbox.

Who this is for: Users choosing a structured intake category or trying to understand why routes are separated.

Last reviewed 2026-04-30 · Source of truth: broader help library · Languages: en, es

Product area: support and escalation

Owner: Support operations

Parity reviewer: Bilingual launch review

Retrieval-ready: Yes

Choose the category that best matches the main consequence of the issue, not every side detail attached to it.
Use a restricted lane when the issue includes billing, hardship, or another privacy-sensitive context.

Why categories are separated

Support issues, bug reports, feature requests, billing questions, hardship requests, and demo requests create different review needs.

Separating them early improves clarity, lowers noise, and helps protect privacy boundaries where minimum-necessary visibility matters.

A category is a routing aid, not a promise that every downstream workflow is already fully mature in both languages.

The point is to create a safer and cleaner first path, especially when the question is sensitive or no longer well-served by broad chat.

If the safest category is still unclear, choose the route that keeps the issue narrower rather than broader.