Support is always the interface from an orga to a group. The problem is that the experts cannot take the time to go through all or many requests. In order for the "standard" questions to be resolved, it is advisable to set up a group to deal with the members who have no idea about the subject matter. They can then deal with those people while others can continue working on the task without interruptions. Of course, the support people also have access to the database - so they can pass on the ideas if necessary.