Frequently Asked Questions (FAQ)

Answers to the most common questions about Support Genix.

General

Can I use Support Genix without a WordPress site?

No. Support Genix is a WordPress plugin that requires a WordPress installation. However, you can use the chatbot embed feature to deploy the chatbot on non-WordPress sites, and customers can access the portal from any device with a web browser.

How many agents can I add?

There is no limit on the number of support agents you can add in Support Genix. Add as many as your team needs.

How many tickets can the system handle?

There is no built-in limit. Support Genix stores tickets in your WordPress database, so capacity depends on your hosting plan’s database and server resources. Sites with thousands of tickets run without issues on standard hosting.

Does Support Genix work with my theme?

Yes. The support portal and admin dashboard are self-contained React applications that don’t depend on your WordPress theme. They load on the assigned support page via a shortcode and have their own styling.

Is customer data stored on external servers?

No. All ticket data, user data, and conversation history are stored in your own WordPress database on your own server. The only external calls are to AI services (OpenAI, Claude, ElevenLabs) if you enable AI features — and those only send the specific query, not your entire database.

Does Support Genix support multiple languages?

Yes. Support Genix is fully translation-ready. Use a translation plugin like Loco Translate to translate the interface into any language. See the Loco Translate guide for setup instructions.

Can I manage tickets for multiple websites?

Yes. You can run Support Genix on one WordPress site and use the chatbot embed feature or incoming webhooks to collect tickets from other sites. See the multiple websites guide for details.

Tickets

How do customers submit tickets?

Customers can submit tickets through:

1. The support portal — A dedicated page on your website.
2. Email — Send an email to your support address (requires Email-to-Ticket setup, Pro).
3. AI chatbot — The chatbot can create tickets when it can’t resolve an issue.
4. Contact form — Integrated with form plugins via webhooks.
5. External systems — Via incoming webhooks (Pro).

Can customers submit tickets without creating an account?

Yes. You can enable guest ticket creation in Settings, allowing customers to submit tickets with just their email address — no registration required.

Can customers close their own tickets?

Yes, if enabled. Go to Settings > General and enable “Close ticket option for customer”. When enabled, customers see a close button on their tickets in the portal.

Can customers reopen closed tickets?

By default, yes — replying to a closed ticket reopens it. You can disable this under Settings > General with the “Disable closed ticket reply” option.

How do I prevent spam tickets?

Enable reCAPTCHA v3 under Settings > Security. This adds invisible bot protection to your login, registration, and ticket creation forms. See the reCAPTCHA guide for setup.

Can I merge two tickets?

Ticket merging is not currently supported. If duplicate tickets exist, close one and add an internal note on the other referencing the duplicate.

Email

Why aren’t email notifications being sent?

Common causes:

1. WordPress email not configured. Install an SMTP plugin (WP Mail SMTP, FluentSMTP) to ensure reliable email delivery.
2. Notifications disabled. Check Settings > Email Notifications to confirm notifications are enabled for the relevant events.
3. Emails going to spam. Ask recipients to check their spam/junk folders and whitelist your sending address.

See Troubleshooting Common Issues for more solutions.

How do I customize notification emails?

Go to Settings > Email Notifications and edit the template for each event type. Use merge tags like {{ticket_user}}, {{ticket_track_id}}, and {{ticket_title}} to include dynamic data. See the Email Template Variables Reference for all available tags.

AI and Chatbot

Do I need an API key for the chatbot?

Yes. The AI chatbot requires an API key from one of:

• Support Genix AI (built-in, no external key needed if using AI Proxy)
• OpenAI (GPT models)
• Anthropic Claude

Configure your API key under Settings > API Keys.

How does the chatbot know about my product?

The chatbot is trained on your Knowledge Base articles. Write comprehensive documentation, and the chatbot uses it to answer customer questions. See the training guide for details.

Does AI usage cost extra?

If you use Support Genix AI (AI Proxy), credits are included based on your plan. If you use your own OpenAI or Claude API key, standard API charges from those providers apply based on your usage.

Portal and Access

Can I embed the portal on an existing page?

Yes. Use the shortcode [support_genix] on any WordPress page. See the shortcode guide for details.

Can I customize the portal’s appearance?

Yes (Pro). Go to Settings > General > Style to change brand colors, add custom CSS, and configure the text editor. You can also set a custom logo and favicon under Settings > General. See Portal Branding.

Can I use my existing WordPress login page?

Yes. Go to Settings > General and enable “Use WordPress Login/Registration” to redirect customers to your WordPress login page instead of the built-in portal login.

Integrations

Which e-commerce platforms are supported?

• WooCommerce — Link orders to tickets, view purchase history in ticket sidebar.
• Easy Digital Downloads (EDD) — Link digital purchases to tickets.

Both are Pro features.

Can I connect Support Genix to Slack?

Yes (Pro). Go to Settings > Integrations > Slack to send ticket notifications to Slack channels and reply to tickets from Slack. See the Slack integration guide.

Can I connect to tools not listed?

Yes, using webhooks:

• Outgoing webhooks send ticket events to any URL (Zapier, Make, custom apps).
• Incoming webhooks create tickets from any system that can send HTTP POST requests.

Pricing and Licensing

What’s the difference between Free and Pro?

Free includes core ticket management, customer portal, knowledge base, and basic chatbot. Pro adds integrations, reporting, automation (auto-close, email-to-ticket), advanced AI, and customization (branding, status labels, tags). See Upgrading from Free to Pro for a full comparison.

What happens if my license expires?

Your data is safe. Pro features become inaccessible, but all tickets, users, and settings remain in the database. Renew your license to regain access to Pro features.

Is there a refund policy?

Yes. See the refund policy for details.

Technical

What are the system requirements?

See the requirements and specifications page for detailed PHP, WordPress, and server requirements.

Does Support Genix work with caching plugins?

Yes, but you need to exclude the support portal page from full-page caching. See the LiteSpeed Cache guide for specific instructions. The same principle applies to WP Super Cache, W3 Total Cache, and WP Rocket.

Can I migrate from another support plugin?

Yes. Support Genix supports migration from Fluent Support. See the migration guide.

Related Docs

• Quick Start Guide
• Troubleshooting Common Issues
• Upgrading from Free to Pro