I was looking for self-hostable, open-source Intercom alternatives, and in thread "Ask HN: Which open source versions of SaaS products would you like to see?" (https://news.ycombinator.com/item?id=30301384) was pointed to Papercups.

It was also favourably discussed in https://news.ycombinator.com/item?id=25001001

However, checking out the blog, I found this post suggesting that Papercups-the-company won't continue active feature development.

Unfortunately, the blog post doesn't give any details beyond

> We have decided after working on Papercups full time for a year and a half to pursue new ideas.

If Papercups founders are around and would like to share what didn't go as planned, I'd be very interested to learn from their findings.