Support Request

What is a support request?

A support request is a complaint or query raised by customers seeking assistance or information. The support request consists of details about the issue, the contact information of the requester and a priority level issued by helpdesk software or customer service software. A customer can raise a support request through available customer support channels like email, social media, WhatsApp or live chat. 

Addressing support requests efficiently is key to customer satisfaction. A business that responds promptly, communicates clearly and provides efficient solutions fosters customer loyalty.  

Now that you understand the meaning of support requests, it’s time to learn about their types. 

Types of support requests

Depending on issue type, there are mainly eight types of support requests: - 

1. Billing and Payments: This type of support request involves issues related to financial transactions like helping customers with their enquiry about refunds.  
2. Technical Support: This category involves requests for assistance with technical problems like helping customers with troubleshooting software or hardware errors. 
3. Account Management: Support requests in this category are related to managing user accounts like helping customers reset their passwords or addressing security concerns. 
4. Product Information: These support requests involve providing detailed information about products or giving usage instructions to customers on how to use a product. 
5. Order and Delivery: This type of support request involves issues related to the ordering and delivery process like inquiries on the status of customer orders and issues like delays or lost items 
6. Service requests: Service-related support requests include scheduling and managing maintenance or repair appointments. 
7. Sales and pre-sales: Support requests in this category involve assisting customers with purchasing decisions like inquiries about product availability and pricing information.