Support mail is a longterm version of support. Anyone can submit a support mail and any person with the support tag can respond.
To add that tag type
s?inactive-support in one of the #bot-spam channels.
Please keep in mind that people can only receive 5 replies in a day, so use your words wisely.
To submit a support mail: DM @[s?] Baymax with the word
This will create a unique channel attached to that support mail visible to only supports and in which people with the support tag can reply.
To reply to a support mail:
In the unique channel, type
mail your message here.
mail I think you're doing the right thing.
Responses are anonymous.
The response will be posted in that channel and DM'ed to the supportee as well.