Support Genix Questions

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Q: Are you using FluentSupport instead of Support Genix to your own helpdesk?!

I was trying to replicate the look and feel of your heldesk but it seems that are you using FluentSupport plugin instead of Support Genix. Why is that?

Sumoling123456PLUSJun 26, 2025
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Founder Team
Tarek_SupportGenix

Tarek_SupportGenix

Jun 26, 2025

A: Hello,

Hello
Our website (https://supportgenix.com) uses the SupportGenix plugin, not FluentSupport, to manage customer tickets. If you need any assistance, please create a ticket on our website https://supportgenix.com/contact/, and our technical team will help you set up your ticketing system.

Best regards,

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Q: AI chat

Hello is included the ia chat available in your site?

uojosemanuelJun 26, 2025
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Founder Team
Tarek_SupportGenix

Tarek_SupportGenix

Jun 26, 2025

A: Yes, Included

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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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