Thank you for reaching us out.
Your QA colleagues should have Telerik accounts with assigned licenses for Test Studio and these are the accounts which could be used to submit tickets. In case something is wrong with these accounts please let me know how could I help.
In regards the question of your colleague I guess that the requirement is to log the step failure details to an external log file. If this is so please find details
how to log to a text or an excel file here. If this is not what you would need please elaborate more on what you would like to accomplish.
Thank you in advance for your understanding!