I remember during the late 90's early 2000's RT was used in almost every NOC because it was one of the few options available.
From the screenshots it looks like it hasn't gotten any better since then. Are you sure your positive experiences aren't just from lack of exposure to newer tools?
I wouldn't confuse the interface with the engine. Under the hood, the advances have been significant over the years.
Best Practical isn't a web design shop, but you can certainly spend time making this pretty if that's a good use of your time.
As noted in a sibling comment, we do try new alternatives constantly. Haven't found anything else that comes close for the seamless email integration, ticket volume, and workflow flexibility we need.
Also as noted in sibling comments, much newer companies than us, tech stars you've heard of, have found RT useful quite recently.
From the screenshots it looks like it hasn't gotten any better since then. Are you sure your positive experiences aren't just from lack of exposure to newer tools?