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The first red flag should have been the fact that they nickel and dime you to death for each add on feature you need to make this a competent help desk system. Despite it being listed as free, expect to pay a couple hundred dollars to get the functionality you need if you have anything but the most basic needs that could just as easily be met with a free custom made “pod” using the pods plugin.
I was ok with all that though because I was in the situation where spending the extra money to not have to worry about tweaking and creating something myself was worth it. But then you run into the real reason this gets 1 star; it is abandoned. The last update was over 10 months ago and the developer isn’t responding to anyone’s tickets or emails. That’s the last thing anyone wants to see when planning to build a big chunk of their support system around a developer and plugin.