No way to add tickets appearing for users

Am currently testing this plugin on the multisite install I'm putting together. When I as superadmin go to one of my sites and hit the Support item, there is a 'Support Tickets' option. When I go in as a base level user, the Support option is in their backend, but not the 'Support Tickets' option - so they can't open one to get their problem solved.

How do I fix this?