Learning path: Support Channels — Learning path

Next: Expected Response Times

Choose the channel that fits the help you need.

Which channel should I use?

• Immediate help: WhatsApp. Explain what is blocked and its effect on your work.
• Medium urgency: WhatsApp is also the best route.
• Need an immediate response: ask for the issue to be escalated and request a callback. A callback request is not a guaranteed response time.
• Long-term feature request: email. Explain the problem, who it affects and one example; see Submitting Feature Requests to WorkWeek.

Example: Payroll preparation is blocked → WhatsApp with the affected organisation and issue. An idea for a future report → email with the report you need and why.

Use your established WorkWeek WhatsApp conversation or the contact in your onboarding handover. The legacy numbers, individual coverage and fallback below have not been reconfirmed; a current cover contact is pending.

For contractual notices, including cancellation, follow the agreement's email route rather than assuming a WhatsApp support message satisfies it.

Confirmed by Oliver: October 12, 2026. Numeric support targets remain pending the ticketing specification: Expected Response Times.

• Original guide — retained history; current guidance is above

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