Your customers can send you a ticket (request/message) via 3 different ways:
1. Contact form
3. Woo Commerce “My account page” – Pop up form.
After ticket submission, your user became a WordPress user with WP subscriber role. You can edit/delete it om their WP user section. We don’t send any login/password information to this customer. That’s why they have access only to they own tickets (due to hash on the link).