I think that your product could be a little more descriptive, with some more captions explaining what it is, how it works and what the user should do in order to open a ticket or wait for response.
It could also use some more personalized graphics. It looks like you are just using the basic Bulma theme, which would be ok if buyers were going to customize it themselves. But trust me, most if not all buyers just want the final product as it is.
Also, this support system does not require login for the user? What about email confirmation? If you don’t confirm the user email, agents may end up sending personal user data to random people.
Lastly, make sure that the agent panel looks good on a mobile view too.