This is a really great app, the support is very responsive as well if you have questions you are always covered with their amazing support team.
We are a service-based company and we are going to use it for our support purpose. I have some suggestions if they could implement them and it can make this app more competitive with other support applications.

I can see you have added the TICKET feature so it would be better if you can add an option to categories the tickets like Open Ticket, On Hold Tickets and finally an option to Mark the ticket as Resolved