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The first step is, of course, not to panic. What comes next is presented in what follows.
Feature requests are, of course, more than welcome. Though, if you want "this" feature or "that" feature to be considered, you should know how or where these feature requests should be sent.
What is a knowledge base? How necessary is it? What can I expect from this plugin?
Learn how this plugin helps you keep track of user requests and deal with other customer-care-related issues
The plugin supports exporting and importing your help desk data in excel format
Of course, this plugin can only cover some use cases. Here are the ways you can get a feature implemented.
This is the icon pack used: https://www.flaticon.com/packs/support-93