can a user in our organization open a support case or does it have to be opened by one of our techs

in the past i have always opened a case with Mathworks when a user had a problem. can the users open a case themselves?

[Adam Danz]

Anyone with a MathWorks account can open a service request.

https://www.mathworks.com/support/contact_us.html

However, is it a good idea for less experienced users to issue a service request when a more experienced tech can do it instead? For example, you wouldn't want users to issue a service request to address a custom function that is breaking or if the user can't really explain the problem well (as we often see here on the forum).