@humptydumpty Glad to hear back from you on this. As far as the agent name, pretty sure you can change that in Mailbox > Edit Mailbox > From Name (User's Name):

As far as some of the fields, it does seem incomplete. We just went ahead and bought a few of the addon modules and think it "may" work. After a couple minutes, I deactivated the Live Chat and KB plugins, pretty much worthless. Next up was the WooCommerce plugin, once we launch the site (separate product). I was thinking about the Rocket.chat option also. I think it was mentioned before, I just hate to manage another thing. We're currently using SalesIQ from Zoho, which has a free plan -- we have the Zoho One plan, but it's been working out. I do see where you are coming from on some of the issues. Some of the software seems "half baked".
I've been seeing quite a bit on GitHub about the same complaints. I know that the CEO of Help Scout actually posted an issue that portions of their code was actually copy and pasted and said that he had hoped to work with them on it. So I know that the recent redesign took a lot of their time. So I'm hoping that they improve some of those items this year.
It would be interesting to hear back from you on this and see what you find. I'll keep experimenting also and maybe post here later.