Visual appeal for this plug-in is fully customizable and all customer facing screens: Ticket pages and emails are fully customizable. Using your templates will determine how the interface looks. There is a lot of detail to this plug-in and it can take some preparation to fully customize and use the software to it’s fullest. There is a lot of documentation that can also help you work with the software and understand how it works. (Often buggy issues are just miss-understandings with how the features work, or conflicts with plug-ins that are trying to override). Would love to have some more specific details from you about this to either pinpoint any issue or clarify the product for your use case.