We use a separate category for support questions - aptly named “Meta”. 
Users create a topic with any question/problem they have and this is where the mods/admin take care of them. Everyone can see this.
We also have a category called “Forum Workings” which is visible to everyone. It details different aspects of Discourse and yes, people do ask and get questions answered there. We also use it to announce any new features graciously given to us by Discourse. 