best practices for support system

Hello, I am testing if/how I can get the best from this plugin.
The idea is to not use an external service (like https://www.helpscout.net/ or zendesk ) and save some money!
At my (under development) website, this was the proposed workflow (before wpmudev):
a user submits an auto completed form (only for registered users) - this form sends an email to specialmail@helpscout.net - Admin or Assignee get a notification - Login on user interface and continue with ticket monitoring. Big help is private notes (only for team) and merge of tickets.

I checked at forum and I saw that the latest post is from the beginning of 2015 (forgive me if I can't find it).
Since then. there is no big development on this plugin? Do you have any ideas how to implement similar workflow?
thank you very much in advance