If you get a user with an @2020census.gov email address the first thing we need to do is determine what type of user, they are: a DAPPS Employee or an NFC Employee. That will guide what type of SRs you need to use to resolve their issues. If the user doesn't know, please escalate. 

Thank you for your inquiry! So that I can best assist you, could you please tell me if you are a DAPPS employee or an NFC employee?