How do support tickets work, and how can my customers see their own tickets?

Votel does not have a separate help desk. Tasks are used as tickets.

When the Votel team creates a ticket for you, you can see it under Settings, then Roadmap, then My Tickets.

You can do the same for your own customers. Create a task for the sub-account or the contact, and make sure the contact or the sub-account is linked to the task. Your customer can then see their own tickets and the status of each under Settings, then Roadmap, then My Tickets.

A feature request or private feedback on the Roadmap is not a ticket.