If I've hit the point where I'm deciding to contact your support channel, I have absolutely zero interest in looking through any other documentation. Anything that's preventing me from contacting a human is a waste of time.

At the point of contacting support, I've probably already done my research and have come to the conclusion:

* I don't know how to explain my issue. I want a human that might be able to make the connection for me.

* I've already searched your docs. They're either too confusing, don't answer my question, or lack clarity in a critical detail.

* I haven't searched your docs because I suspect it's a glitch (like downtime) or bug (like clearly bad UI)

* I haven't searched your docs because, I don't care. I'm doing a courtesy of informing you of a problem, but I don't expect you to fix it.

* I'm a potential customer. I want to understand how your team will actually deal with me if I have issue. Good documentation is great, but useless if you don't have a human to support weird edge-cases.