❓ What to Ask in the Community vs. the Support Portal
To make sure your question gets the right attention, here’s a quick guide: Ask in the Community when you need help with: Usability questions (“How do I…?”) General product queries Feedback on features or user experience Sharing satisfaction, ideas, or best practices Use the Support Portal when you have: A system or service incident A break/fix issue (the product is not working as expected) A request that falls under a formal SLA (e.g. uptime, availability, performance issues) 🔄 Escalation If a community post reveals a break/fix issue or incident, our team will escalate it into the formal support system on your behalf. You don’t need to duplicate your question — we’ll make sure it’s routed correctly. 👥 Roles & Visibility Posts in Community are monitored by Customer Success and Product in the first instance. Escalated tickets are handled in the support portal by R&D, with SLA response times. We monitor both channels weekly to make sure nothing slips through. 👉 Tip: When in doubt, start in the Community. If it needs escalation, we’ll take care of it.
