It is well made and aesthetically pleasing but it has four main problems
The devs are complete assholes. Ask for a clarification because of missing documentation and they ban you from their GitHub repo without even replying.
The program is open source but everything is under closed source paid plugins. Plugin pricing is very cheap and without subscription but in order to get the bare usable minimum you need to spend at least $50 in plugins. I had to compile an excel file with the list of 50+ plugins and rank them, so I could buy the $400 of plugins over an year, buying the most important in the beginning. Then they banned me because after the first purchases I asked help with one of their paid plugins. Well, thanks for let me save $390, I won’t buy anything anymore.
Plugins have unfair regional pricing for some reason. $2 becomes €4, even with vat the math doesn’t add up. They take the amount in dollars, convert in local currency using unfavorable exchange rate and rounding up, then they add VAT and round up again. With 40 “must have” plugins, this trick becomes expensive for no reason. Why Europeans have to pay double? It’s a business expense in 90% of cases, so the vat shouldn’t be considered in the price because a business can deduct them.
No support. At all. Even if you are willing to pay for it. They don’t want to set a forum, use GitHub discussions or even (ugh, I hate that but better than nothing) discord. For a program that’s used for business this is a bit of a problem. How a company can rely on a software where if something is missing from the documentation and you ask for help, you are simply banned&ignored. You discover than you’re banned when a week later you go to see if someone replied to you. I don’t see why they can’t have a $50/hour support package like anyone else.
As an alternative, there’s uvdesk. It’s similar but when I discovered it I already set freescout with the bare minimum paid plugins like “see all emails”, “see list of customers”, “send later”, “add attachment to the email”.