Use to use Kayako but gave up with them a few years ago for similar issues to Konrad.
I switched to Sirportly: https://sirportly.com/
Very good application and support is actually brilliant on the off chance you may need it.
There are a few open source offerings out there but OTRS seems to never be mentioned and I'm not sure why. It's actually fairly decent: otrs.com| OTRS Simple Service Management
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Programming today is a race between software engineers striving to build bigger and better idiot-proof programs, and the Universe trying to produce bigger and better idiots. So far, the Universe is winning.
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