If you need help right away, CSM probably isn't the person you want to reach out to. I would use the Ask Support in the help center. I see my CSM as an account manager. If I email, I don't expect to see a response that day. I know she has many accounts and is in a lot of meetings with myself and other clients. We bounce ideas off of each other and look for long term issues or solutions. However, the chat in support, I utilize that for immediate issues and quick response to how to questions I couldn't find answers to in the knowledge base. And the chat normally has less than a 3 minute wait.
