What is a Support request?
A support request is a query from a customer or a visitor of your website asking a question relevant to your business, product or service. Support request usually consists of a subject and body, sometimes additional categorization can be present.
A support request can be submitted directly as an email sent to your support email address (e.g. firstname.lastname@example.org), or through a contact form widget embedded at your website. A facebook message or a call can be also considered a support request but technically speaking the term support request is mostly associated with questions submitted electronically.