Very feature rich, we swapped out from Zoho desk to this product. KB, AI chat bot, customers can email in to create a ticket.
The missing features:
You can not send out a message, so if a customer calls in or you just want to reach out, there isn't a way to do that.
When you reply to a customer, it drops the subject line they used, so every reply to them is titled "You have new messages in your conversation" but that isn't exactly straightforward. So either keep/allow subject lines or let us set the subject line for all messages. We've noticed more customers saying we never got back to them because they saw that odd subject line and knew it wasn't the one they used to write us.

BUT they are improving and updating, so I'm confident they will get there!