Does Rally provide any feature to setup a Support Request Tool for company's employees to log Tickets/open request regarding their issue through Rally?
Can they just create Defect work items?
My 2 cents: Rally is not a good solution for support requests, mainly because of how permissions are managed. You would have to create a "project" (folder) within your workspace where all users have editor rights, so they can open a Defect or User Story. And that means any user can edit/delete any other user's ticket. These permissions work very well for what Rally was designed for: planning and executing the value being delivered by Agile teams.
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