Managing tickets (creating them, changing their status, reassigning them, commenting) is available to the Admin and Editor roles; Viewer accounts can consult them — see the page, open the drawer, read the comments — but can’t modify them.
Warning — Remember the difference from Support
If what you need isn’t a task with your own customer but help from your provider’s team (a platform issue, a billing or configuration question), don’t create an internal ticket here: use Support, in manual 28 · Support.