… the actor needs something the artifact cannot do on its own: access to a document someone else controls, a permission only an admin can grant, an account they cannot get back into after account recovery has failed, a review of a decision made about them, a charge they dispute. Help has nothing more to tell them, because the fix needs access, authority, judgement or knowledge that some person holds: the owner of the item, a workspace admin, a contact the actor named in advance, a moderator, or the provider's support.

Problem

When the artifact cannot meet a need, someone usually can, but the actor often cannot tell who: who owns the item, who administers the workspace, who can review a decision. An actor who does not know whom to ask, or how to reach them, is left with the problem.

Solution

At the point where the artifact falls short, name who can act on the need and let the actor ask them from there. Address the request by the need, to the person, and send it with the item involved and what the actor was trying to do.