Support Genix Questions

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Q: Do you have Business Visibility Between Users?

If multiple users (e.g., John and Markus) belong to the same company or organization, is it possible for them to view each other's tickets within the dashboard?

This feature would be helpful for improving collaboration within our client teams. Ideally, they could:

See tickets submitted by their colleagues from the same business domain or group.

Possibly filter or sort tickets by company or team.

100873767783080865000Jun 17, 2025
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Founder Team
Tarek_SupportGenix

Tarek_SupportGenix

Jun 22, 2025

A: Hi, thank you so much for your question!

Currently, our platform is designed to prioritize privacy and security, so users from the same organization do not have visibility into each other’s tickets by default.

That said, we do offer the option to mark tickets as public, which allows others to view them if needed.

We completely understand how shared visibility could benefit team collaboration. If we see enough traction in this feature, we’ll definitely consider it for a future update.

Thanks again for reaching out — we're always here to help!

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Q: How many mailboxes

do all tickets go to one mailbox or do you offer multiple mailbox with the ability to set different rules for each?

AndriaCPLUSJun 12, 2025
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Founder Team
Tarek_SupportGenix

Tarek_SupportGenix

Jun 17, 2025

A: Our tickets are not directly linked to any specific mailbox. Instead, we use the site's default SMTP settings to send out email notifications.

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Q: changing domain

If I buy tier 1 for 1 domain........
1. I want to but for 1 domain and start using it right away, however in approx 6 months we will be changing our domain. Can I move to to a different domain and remove from old domain?
2. if I move to a new domain is there a way to easily export all setting, mailboxes and tickets, or would I have to start from scratch and lose all my setting and tickets
3. If I buy tier 1 now and the appsumo deal ends and I want to upgrade do you offer a discounted price to upgrade? or would I have to purchase a new plan at the rates offered on your website?

AndriaCPLUSJun 6, 2025
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Founder Team
Tarek_SupportGenix

Tarek_SupportGenix

Jun 17, 2025

A: Hi AndriaC,

Thank you so much for your thoughtful questions! 😊

1. Yes, of course. You can move to a different domain any time you want.

2. At the moment, Support Genix does not offer the ability to export all settings, mailboxes, and tickets. However, if we see enough traction, we’ll definitely consider adding this feature in a future update.

3. The current pricing structure will remain in place until the AppSumo deal ends. After that, any upgrades would follow the rates listed on our website. That said, you’ll only need to pay the difference between Tier 1 and your desired tier if you decide to upgrade later.

I hope this clears things up! Please feel free to reach out if you have any more questions — I’d be happy to help. 😊

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Q: Difference between tier 2 and 3

Can you please explain what the difference between tier 2 and 3 are. I see the number of sites change but the other thing I see is tier 3 says "Get access to all of the features listed on the website", so I am wonder what extras are included in tier 3, but not tier 1 or 2.

AndriaCPLUSMay 30, 2025
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Founder Team
Tarek_SupportGenix

Tarek_SupportGenix

Jun 1, 2025

A: Hi AndriaC,

Thank you so much for your question! 😊

To clarify, the only difference between Tier 2 and Tier 3 is the number of websites a Sumo-ling can use the plugin on.

As for the phrase “Get access to all of the features listed on the website” mentioned in Tier 3, it appears this wording may have been carried over from a previous launch, and we apologize for any confusion that may have caused. 🙏

We truly appreciate you bringing this to our attention.

If there’s anything else we can assist you with, please don’t hesitate to reach out!

Best regards,
Tarek Aziz

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Q: Does it support Only Wordpress

we could connect this with gmail inbox or just wordpress?

Shivam_LaunchMyStoreMay 29, 2025
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Founder Team
Tarek_SupportGenix

Tarek_SupportGenix

May 29, 2025

A: Hi there! 👋

Thanks for showing your interest in Support Genix.

Currently, Support Genix is designed specifically for WordPress. It works as a plugin you install on your WordPress site to manage support tickets effectively.

At this time, direct integration with Gmail inbox is not available, so all ticket submissions and communications are handled within the WordPress environment.

Let us know if you have any other questions. We're happy to help!

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