I would like to know if there is a way to track how many times files are downloaded from our support portal?
You can build a custom report to get this information: Reports > Report Builder > Create Custom Report. Enter a title and description for your report and the following query:
SELECT downloads.id, downloads.date_created, downloads.title, downloads.num_downloads
ORDER BY downloads.num_downloads
You can also add downloads.num_ratings to the SELECT line if you want to see number of ratings per download too.
There is a full list of download schema here.