How to Assign Multiple Roles to a User
Give a single user more than one role so they inherit combined permissions. For example, a user can be both a "Support Agent" and an "Editor" at the same time.…
Basic
Get step-by-step guides on installing and activating Support Genix, managing ticket categories, user roles, and agents, and customizing email notifications. Learn how to boost productivity with saved replies, manage custom fields, and much more.
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Showing 1-21 of 44 articles
Upgrading from Free to Pro: What Changes
Everything you need to know about upgrading from the free version of Support Genix to Pro — what features unlock, what changes in the dashboard, and what to configure first.…
Complete Email Template Variables Reference
A definitive reference of all merge tags (template variables) available in Support Genix email notifications. Use these to customize your email templates with dynamic ticket, user, and site data. How…
Searching, Filtering, and Sorting Tickets
Find any ticket fast using Support Genix's powerful filtering system. Combine search, status filters, category filters, tag filters, agent filters, priority filters, and sorting to drill down to exactly the…
How to Embed the Support Genix Chatbot on Any Website
Deploy the AI chatbot on external websites — not just your WordPress site. Use embed tokens to control access, restrict domains, and customize which features are available. Overview The Support…
Managing and Reviewing Chatbot Conversations
View, analyze, and manage all AI chatbot conversations from the admin dashboard. Track conversation trends, review customer interactions, star important conversations, and configure storage settings. Accessing Chatbot Conversations Go to…
How to Configure Custom Ticket Numbering (Track IDs)
Customize how ticket IDs appear to your team and customers. Choose between random codes or sequential numbers with a custom prefix and padding. Overview Every ticket in Support Genix gets…
How to Manage Ticket Tags
Tags let you label and organize tickets beyond categories. Use them for workflows, priorities, tracking, and custom grouping. Tag management is a Pro feature. What Are Tags? Tags are flexible…
How to Use Internal Notes for Team Collaboration
Internal notes let your support team communicate privately within a ticket — without the customer seeing anything. Use them to coordinate, document troubleshooting, and leave context for other agents. What…
How to Configure File Uploads and Attachments
Allow customers and agents to attach files to tickets and replies. This guide covers how to enable, configure, and manage file uploads in Support Genix. Accessing File Upload Settings Go…
Customize Portal Branding: Colors, CSS, and Text Editor
Make the support portal match your brand with custom colors, CSS overrides, and text editor preferences. This is a Pro feature. Accessing Style Settings Go to Support Genix > Settings…
How to Customize Ticket Status Labels
Rename the default ticket statuses to match your team's terminology and workflow. This is a Pro feature. Overview Support Genix has 7 built-in ticket statuses with default English labels. You…
Configure Login Methods: Google, WordPress, and Envato SSO
Support Genix supports multiple login methods so customers can access the support portal using their preferred account. This guide covers all available login systems. Login system configuration is a Pro…
How to Schedule Automated Report Emails
Receive support performance reports directly in your inbox on a regular schedule — daily, weekly, monthly, or at a custom interval. This is a Pro feature. Overview Scheduled Report Emails…
How to Use the Reporting Dashboard
Track your support team's performance with visual reports and exportable data. The reporting feature gives you insights into ticket volume, agent productivity, and category trends. This is a Pro feature.…
Configure Weekend and Holiday Settings for Off-Hours Support
Set up weekend and holiday schedules so your customers know when your support team is available. When customers submit tickets outside working hours, they can see a notice on the…
How to Set Up Automatic Ticket Closing and Cleanup
Keep your ticket queue clean by automatically closing inactive tickets, trashing old closed tickets, and permanently deleting stale data. This is a Pro feature. Overview The Auto-Close system provides a…
Ticket Status Workflow: From New to Closed
Understanding the ticket status lifecycle is essential for managing your support queue effectively. This guide explains every status, how transitions work, and how to customize status labels. Ticket Statuses Support…
Support Agent Guide: Managing Tickets Effectively
This guide is for support agents — the team members who handle customer tickets day-to-day. It covers your daily workflow, the tools available to you, and best practices. Your Daily…
Customer Portal Guide: Submitting and Tracking Tickets
This guide is for customers (end users) who use the Support Genix portal to get help. It covers how to create an account, submit tickets, track progress, and manage your…
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…