Neotask Common Resolution Paths

This guide shows the main ways the support line can move an issue toward resolution.

Resolution Path 1: Setup Recheck

Use this when the caller is blocked on installation or first-run behavior.

  1. Verify sign-in.
  2. Verify that the app is current and running.
  3. Open Settings → Infrastructure → Connection and confirm each boundary.
  4. Open Settings → Infrastructure → Health and click Run check.
  5. Review Settings → Advanced → System report.
  6. Open Settings → Advanced → Troubleshoot when a repair is needed.
  7. Click Check system.
  8. Click Apply repairs when the check offers it.
  9. Retry the documented setup flow after the follow-up check completes.

Connection and Health show what is currently wrong. System report combines the live checks. Troubleshoot runs the Doctor and repairs.

Gateway connection path and Gateway controls

Run Health after the connection path loads so support can see runtime pressure and recent stability.

Runtime Health with responsiveness, workload, channels, and stability checks

Use Troubleshoot for the Doctor and repair controls after the live checks identify the problem.

Troubleshoot screen used for setup rechecks and Gateway repairs

Resolution Path 2: OAuth Or MCP Reconnect

Use this when the app status is pending, error, or expired.

  1. identify the exact app
  2. explain the correct auth method
  3. reconnect using the documented flow
  4. verify the app returns to a usable state

Use the Apps screen to confirm which provider is affected and whether it is connected, pending, or in an error state.

Connected and available apps

Resolution Path 3: Guest Checkout Help

Use this when the caller is not recognized as a member and needs pre-signup help.

  1. stay in general support
  2. help with sign-up or checkout basics
  3. send the right public doc or follow-up link
  4. escalate if the claim requires account verification

Resolution Path 4: Member Billing Review

Use this when a recognized member says access is blocked for billing reasons.

  1. check billing access state
  2. check subscription lifecycle state
  3. check credit and overage blocking basics
  4. escalate if the saved state conflicts with the caller’s claim

Ask the customer to open Settings → Credit top-up. The balance at the top separates available credits from unsettled overage.

Credit balance and unsettled usage

Resolution Path 5: Approval Review

Use this when work is waiting for a person rather than failing.

  1. Open the company Approvals page.
  2. Open the waiting item.
  3. Read the requested action and review context.
  4. Approve or deny it according to the company policy.

Approval detail and review controls

Resolution Path 6: Human Escalation

Use this when: