There isn't a team account concept in Zendesk, the system we use for support tickets. That said, below is what most customers do for this context:
They will set up an internal email distribution list that has the email addresses of all their team members who need access to support. For example,
ACME Co KaaS Team <KaaS.Team@acme.com.
Rancher Support will just enable a user account on Zendesk for
ACME Co KaaS Team <KaaS.Team@acme.com under ACME Co's customer tenant account.