Admin Dashboard Overview: A Complete Walkthrough

This guide gives you a full tour of the Support Genix admin dashboard — every section, every page, and what it does.

Accessing the Dashboard

After activating Support Genix, click Support Genix in your WordPress admin sidebar. This opens the main admin dashboard built with a modern React interface.

Main Navigation

The dashboard has the following primary sections in the left sidebar:

Tickets

The core of your support system.

• All Tickets — View every ticket in the system. Filter by status (Active, Inactive, Closed, All), sort by reply date or opening date, and search by ticket ID, subject, or customer email.
• My Tickets — Tickets assigned to you (the logged-in agent).
• Unassigned — Tickets with no assigned agent. Great for picking up new work.
• Trashed — Deleted tickets that can still be restored.

Each ticket list includes:

• Ticket ID / Track ID
• Subject line
• Customer name and email
• Assigned agent
• Category and tags
• Priority indicator
• Status badge
• Last reply time
• Reply count

Ticket Details View

Click any ticket to open its full details:

• Info Panel — Status, priority, category, tags, assigned agent, mailbox.
• Conversation Thread — All replies displayed chronologically. Customer messages and agent replies are visually distinguished.
• Reply Editor — Rich text editor (TinyMCE or Quill) to compose responses. Supports file attachments and saved replies insertion.
• Internal Notes — Private notes visible only to agents. Not shown to customers.
• Custom Fields — Category-specific fields with the ticket’s data.
• Side Panel:

Users

Manage everyone who interacts with your support system.

• All Users — List of all customers, agents, and admins.
• Add User — Create new users with name, email, and role assignment.
• User Details — View user profile, their tickets, and account information.

Knowledge Base (Docs)

Manage your self-service knowledge base articles.

• All Articles — List of knowledge base articles.
• Add Article — Create new knowledge base content.
• Categories & Tags — Organize articles hierarchically.
• Spaces — Multiple knowledge base spaces for different products or topics.
• Configuration — Slugs, permissions, design, and AI settings.

Chatbot

AI chatbot management.

• Conversations — View all chatbot conversation history with filtering, analytics, and starring.
• Configuration — Chatbot behavior settings, embed tokens, and domain restrictions.

Reports

Performance analytics (Pro feature).

• Dashboard — Visual charts showing ticket volume, response metrics, and agent performance.
• Category Reports — Metrics broken down by ticket category.
• Agent Reports — Individual agent performance metrics.
• Export — Download reports as CSV.

Settings

The Settings section contains all configuration options, organized into sub-sections:

General

• Main — Portal page selection, logo, favicon, user registration, ticket behavior options.
• File — File upload configuration (enable/disable, max size, allowed types).
• Status — Customize ticket status labels (Pro).
• Style — Brand colors, custom CSS, text editor selection (Pro).

Security

• reCAPTCHA — Google reCAPTCHA v3 configuration for login, registration, and ticket forms.

Ticket Settings

• Categories — Create and manage ticket categories.
• Tags — Create and manage ticket tags (Pro).
• Assign Rules — Automatic ticket assignment rules.
• Email Notifications — Configure notification templates and triggers.
• Saved Replies — Manage canned message templates.
• Custom Fields — Create custom ticket and user fields.
• Docs Suggestions — Configure knowledge base article suggestions in tickets (Pro).

Email to Ticket (Pro)

• Modern — Recommended email-to-ticket setup method.
• Traditional — IMAP-based email processing.

Webhooks (Pro)

• Incoming — Create tickets from external systems via HTTP.
• Outgoing — Send ticket events to external systems.

Integrations (Pro)

• WooCommerce, EDD, FluentCRM, WhatsApp, Slack, Tutor LMS, BetterDocs, Envato, Elite Licenser.

Login Systems (Pro)

• Google OAuth login.
• Envato marketplace login.

Automation (Pro)

• Auto Close — Automatic ticket closing, trashing, and deletion.
• Weekend — Weekend and holiday settings with customer notices.

API Keys

• OpenAI, Claude (Anthropic), AI Proxy, ElevenLabs configuration.

System

• Debug Log — View system logs for troubleshooting.
• Migration — Import tickets from other support plugins (e.g., Fluent Support).
• License — Manage your Support Genix Pro license key.

Quick Actions

From the dashboard, you can quickly:

• Create a new ticket — Click the “+ New Ticket” button from the tickets list.
• Bulk edit tickets — Select multiple tickets with checkboxes, then use the bulk action dropdown.
• Search tickets — Use the search bar at the top of the ticket list.
• Switch views — Toggle between All Tickets, My Tickets, Unassigned, and Trashed.

Keyboard Shortcuts

• Use the search bar to quickly find tickets by ID, subject, or customer email.
• Click column headers to sort ticket lists.
• Use pagination controls at the bottom to navigate through large ticket lists.

Related Docs

• Quick Start Guide
• Support Agent Guide
• Customer Portal Guide