Written down, and answered.

The manual is filtered by the same permissions as the product. A person whose group has no Shop sees no shop guide; the developer reference needs developer access; a tool you have not bought is not described to you.

The part worth saying out loud is that the search is filtered too, against the source rather than the rendered page. Gating only what is displayed leaves a search box that will happily quote you two paragraphs of a document you are not allowed to open — which is not a documentation feature, it is a disclosure.

• Something is broken. You get automated updates as it is looked at and fixed. Nobody replies in words — the status changing is the reply.
• A suggestion. You get an acknowledgement and nothing more. Every one is read; we do not answer them individually.
• I need help. A person reads it and replies.

Those sentences are on the form, above the box, not in the small print afterwards. A form that takes a suggestion and then never replies has not failed — it has misled, and somebody is left waiting for an answer that was never coming.

The guides live inside the admin, so they are the guides for the version you are running rather than for whatever is current on a marketing site. They are updated in the same change as the feature they describe — that is a rule we hold ourselves to, not an aspiration.

And there is no separate support portal to be given an account on, no second password, and no forgetting which address to write to. It is a screen in the thing you were already using.