The support template clearly state mandatory and users delete it too 
Users just don’t read if there’s a template it’s to be filled it’s not just to look nice.
Duplicate of
Anyway about S2 you mix things here.
The dev build Shuttle in the open, it did not have many contributors nor made the dev enough money, so he dropped the project and made Shuttle 2 closed source and forcing users to pay again to switch, since the project also did not make him enough money he open sourced it recently in case it brought contributors, it did not.
So as I said open source did not bring that project anything at all. (Forcing user to pay again and dropping 2 apps …)
As I tried to explain the only long term Open Source project that span a long life time are project backed by companies, he is not so the app is more or less abandoned as his first one.
Now take Yatse my other project, it’s closed source and it’s still maintained after 11 years, I never forced users to pay again nor removed free features nor added ads.
There’s nearly no other app that can say the same.
So what do you prefer?
I maintain Symfonium for 11 years? Or I go open source and drop the project in 1 ou 2 years?