Support, troubleshooting, and known issues

When grounded self-serve is enough

Some support questions are still safe for governed self-serve help, while others need routed follow-up before confidence drifts too far.

Who this is for: Users trying to decide whether a question is still safe for self-serve support.

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

Article metadata

Product area: support and escalation

Owner: Support operations

Parity reviewer: Bilingual launch review

Retrieval-ready: Yes

What to expect next

Stay in self-serve when the question is canonical and low-consequence.
Move into intake when the answer needs account-aware, reviewer-aware, or sensitive follow-up.

Questions that fit self-serve

Self-serve support is appropriate when the question is orientation-level, already covered by governed help, and does not depend on hidden account state.

It is a good fit for launch guidance, route choice, known limits, and other questions where the safest answer should be visible and canonical.

Questions that should leave self-serve

Leave self-serve when the issue becomes blocked, identity-sensitive, billing-sensitive, or consequence-heavy for real church operations.

If the answer would require guessing about account state, permissions, or unproven implementation behavior, routed handling is safer than broad reassurance.

Escalation path

If you are unsure whether the question is still low-consequence, treat that uncertainty as a reason to escalate rather than a reason to guess.

Related next steps

Choose the right support path Open support intake Open Spanish version Back to help center