this is a big topic im addressing here but this is something that very much needs to be either IN the road map, or actively being implemented.. as evidenced by well, the flow of help! requests not only here, but in general.. its imperative moving forward to grow, ...

documentation .. >> ++ ticketing system >> expansion ...

I agree, UNA seems to be aiming for customers with little or no tech experience and as such support is imperative. The first place I would start is documentation - I recently tried Jamroom and they have a whole segment of their site dedicated to support! It's logically organised, searchable and clearly written.
I came back to UNA because I felt it was better overall, but that documentation almost swayed me.