Differences

This shows you the differences between two versions of the page.

--- hortus:support:documentation [2026/04/01 17:18] – created savino.frisardi
+++ hortus:support:documentation [2026/04/08 12:30] (current) – savino.frisardi
@@ Line 1: / Line 1: @@
-====== hortus:support ======
 ===== Get help =====
-Use this section when you need to:
+**Use this section when you need to:**
-  * find documentation or answers to common questions
+  * find user manuals, quick answers, or issue-reporting routes
-  * request support for a problem
+  * understand when to use Documentation, FAQ, Issues, or the service desk
-  * report issues or blockers
+  * build a useful support request that can be acted on quickly
-  * understand how to interact with support services
+  * recover from common blockers such as missing permissions or pending moderation states
-Main roles:
+**Main roles:**
   * All users
-Related sections:
+**Related sections:**
-  * [[hortus:navigation|Navigation]]
+  * [[hortus:navigation|Start here]]
-  * [[hortus:workspace|My Workspace]]
+  * [[hortus:workspace|Work in My Workspace]]
-  * [[hortus:publish|Publishing workflows]]
-HORTUS provides structured support channels to help users solve problems efficiently.
+Support in HORTUS is designed as a layered recovery system rather than as a single contact point. Documentation gives you structured explanations, FAQ gives you short validated answers, Issues gives you a problem-reporting route, and the service desk handles permission and operational escalation logic such as role activation
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@@ Line 37: / Line 35: @@
   * learn workflows
   * resolve common doubts
+{{:hortus:support:support1.jpg?600|}}
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@@ Line 53: / Line 54: @@
   * the problem is likely common
+{{:hortus:support:support2.jpg?600|}}
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 Some support processes may involve external systems.
+{{:hortus:support:support3.jpg?600|}}
 ----
+^ Use this when… ^ Best route ^ Why ^
+| **You need the full explanation of a feature or workflow.** | Documentation | Long-form guidance is easier to follow when the task has several steps or roles. |
+| **You need a quick answer to a recurring question.** | FAQ | A shorter answer is faster when the problem is already common and well understood. |
+| **You need to report a bug, incident, or improvement idea.** | Issues | The request enters the issue-handling path instead of getting lost in email threads. |
+| **You need role activation or an operational permission change.** | service-desk@ampersand.it | The service desk is the right route for account activation and operational escalation. |