# Neotask Support Routing Overview

## Route By Product Surface

Troubleshoot owns runtime and connection problems. Apps owns authentication. Usage and Billing own cost questions. Company Approvals owns work waiting on review.

![Troubleshoot settings with the system check and repair controls](https://neotask-marketing-assets-417007889150.s3.us-east-1.amazonaws.com/docs/product/2026-08-13-r4/troubleshoot-system-check-1280.webp)

Neotask support line is designed to help callers get to the right support path quickly.

## Support Routing Model

There are two top-level access modes:

- `guest support`
- `member support`

Guest support is for callers who are not yet recognized as a saved member or employee phone number. Member support is for callers whose number matches a saved tenant voice route or active company employee record.

## General Support Scope

App authentication questions begin in the app catalog. The connected state shown on the card determines whether support should reconnect the app or investigate a later runtime failure.

![App catalog and connected services](https://neotask-marketing-assets-417007889150.s3.us-east-1.amazonaws.com/landing/agents/2026-08-12-r1/apps-main-1280.webp)

General support can help with:

- sign-up friction
- checkout and payment problems before activation
- where to log in or start
- public troubleshooting docs
- basic app installation guidance

## Member Support Departments

For usage or cost questions, open **Usage** and select the caller's date range before reviewing the provider and model records.

![Usage overview with provider and model activity](https://neotask-marketing-assets-417007889150.s3.us-east-1.amazonaws.com/landing/agents/2026-08-12-r1/usage-main-1280.webp)

Recognized member callers can be routed into these departments:

- `App setup and troubleshooting`
- `MCP auth and OAuth setup`
- `Billing and account access`
- `Teams, channels, automation, and enterprise support`

## Recognition Rules

Support recognizes member callers from these saved product records:

- active company employee phone numbers
- saved tenant `voice_call` route phone numbers
- saved company `voice_call` route phone numbers

If a phone number matches more than one record, support may continue with general support first and then move into the right account path once the workspace is confirmed.

## Route Outcomes

Calls should end in one of these support outcomes:

- resolved live on the call
- resolved with follow-up SMS
- requires manual follow-up
- scheduled support session
- escalated to human support
- caller disconnected before resolution

## Related Docs

- [Neotask Support Call Agent](./neotask-support-call-agent.md)
- [Neotask Authenticated Support Access](./neotask-support-authenticated-account-support.md)