Linking Directly to Support System - "Add Ticket"

I added a link to my main menu so that my users can be taken directly to the support system:

http://network.foundersync.com/wp-admin/admin.php?page=incsub_support_tickets

When I login as "Admin" this page renders with no problem. Yet, when I login as a user, I get the following error. Where do I update the settings so that my users can see the page?

Error: "You do not have sufficient permissions to access this page."

When logged in as a user and view the "Support" tab, I only see Support & FAQ. The third option "Support Tickets" is not available?

Maybe I am missing something. How do I link my users directly to the ticket submit form?