As a tenant user (Master and his own users) you can file a support ticket to report an issue and request for its resolution.
Customer Users having "Account Ticket View" role can see all the tickets in their own accounts. By default Account tickets view role is enabled for all customer users.
Customer Users having "Account Ticket Manage" role can create, comment, and close all the tickets which are created by all the users in their own accounts. By default this role is enabled for the Master User.
If the service provider wants any other customer user to have the ability to create, comment, and close the tickets created by all the users in their account, then the "Account Ticket Manage" role needs to be enabled for that customer user by the service provider.