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?
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.
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!
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!
Hello, Is in your roadmap features like to automate actions or macros? for example: add a tag, set the status priority, assign a specific agent, add Notes, close the ticket?... sometimes we need to create recurrent ticket in name of some customer and automation open and close flow will be great, what do you think about this? it's make sense for you?
Thank you so much for your interest in Support Genix! 😊
Support Genix offers several automation features to help streamline your workflow, including:
✅ Automatically closing tickets after a set number of days ✅ Auto-assigning tickets to specific agents based on ticket categories ✅ Outgoing webhooks to integrate your support system with third-party tools
At the moment, features like automatically adding tags, setting priorities, or adding notes are not available. However, we’re always listening to user feedback, and if we see enough demand, we’d love to explore adding these features in a future update!
I hope this clarifies things. If you have any other questions, feel free to reach out—we're always happy to help! 😊
At the moment, we don’t have plans to add Telegram integration or a Live Chat feature. However, we truly understand how valuable these could be for real-time communication and customer engagement.
We always prioritize user feedback, so if we receive enough requests from users like you, we’ll definitely consider adding these features in a future update. Your input matters, and we appreciate you sharing your thoughts with us!
Yes, Support Genix is translation-ready, meaning you can use it in different languages. While it doesn’t come preloaded with multiple language options, you can easily translate it using plugins like Loco Translate or WPML.
If a specific language isn't available by default, no worries! You can quickly add your own translation using a simple process.
Let us know if you have a particular language in mind, and we’d be happy to guide you through the setup!
Thank you for reaching out! 😊 I’d be happy to guide you through setting up SMTP and IMAP for Support Genix.
SMTP Configuration (For Sending Emails)
To configure SMTP, you’ll typically need:
✔ SMTP Host - This is like your email provider’s address (e.g., smtp.your-email-provider.com). ✔ Port – Use 465 for SSL or 587 for TLS. ✔ Encryption Type – Choose SSL or TLS (recommended for security). ✔ SMTP Username & Password - Usually your email and password. If you have two-factor authentication (2FA) enabled, use an App Password instead.
💡 To configure SMTP in WordPress easily, you can use a plugin like Fluent SMTP, WP Mail SMTP etc.
Setting Up IMAP (For Email-to-Ticket Feature)
IMAP lets Support Genix convert incoming emails into support tickets. To enable this, you'll need:
If you're setting up Email Piping (Email-to-Ticket) in Support Genix, you’ll need:
✔ IMAP Host – Similar to SMTP, but for receiving emails (e.g., imap.your-email-provider.com). ✔ Port – Use 993 (SSL) or 143 (Non-SSL). ✔ Encryption Type – Choose SSL or TLS. ✔ Username & Password: Same as your email login credentials ✔ Enable IMAP Access: Ensure IMAP is enabled in your email account settings (especially for Gmail, Outlook, or Hostinger-based emails).
Once you've gathered this information, you can enter these details in Support Genix > Settings > Email to Ticket > Traditional to enable automatic ticket creation from incoming emails.
If you have any questions or run into issues, don’t hesitate to ask—we’re always here to help! 😊
We actually recommend using the Modern - Email to Ticket system instead of the traditional IMAP method. The Modern system offers better reliability and efficiency for converting emails into tickets.
If you choose to use IMAP, please keep in mind that the system will create tickets from all unread emails in your inbox, which may result in unintended ticket creation.
We actually recommend using the Modern - Email to Ticket system instead of the traditional IMAP method. The Modern system offers better reliability and efficiency for converting emails into tickets.
If you choose to use IMAP, please keep in mind that the system will create tickets from all unread emails in your inbox, which may result in unintended ticket creation.
But, the Modern method needed sent the emails to you before and then you create the ticket... right?
Q: Email notifications
Is there a way to send an email to the clients when the ticket is answered? If the answer to that mail, would the answer pop on the ticket system also?
What about non-English sites/customers. I'm in Quebec and often need French, if not bilingual, sites/interface and don't want to have mixed French and English on the same page/site (i.e. I want to have French only on the French site and English only on the English site... but I often see plugins allowing you to translate some stuff, but still have buttons, for example, in English and not translatable...).
Thank you for reaching out and sharing your concern. We completely understand the importance of having a fully translated interface, especially for non-English sites like yours in Quebec.
Don't worry; our team is actively working on improving this, and while recent updates have made significant changes, some text may still not be fully translatable.
In future updates, we will ensure that all text, including buttons and other interface elements, can be fully translated. We truly appreciate your patience and support during this interim period.
If you notice any text that is not translatable, please feel free to let us know—we'd be happy to address it as soon as possible.
Your feedback helps us make Support Genix better for everyone!
Thank you again for your support. Please let us know if there’s anything else we can assist you with!
Hi. I have 5 products. Do I need to add your plugin to all 5 websites or can I have 1 website that handles all products in the samne view ? I dont want to login to different websites all the time
Thank you so much for reaching out to us with your valuable questions.
Currently, Support Genix doesn't have a "Live Chat" feature, but we have plans to implement this functionality in the future. It depends on the demand and feedback from our valued users like you.
As for the knowledge base feature, while Support Genix doesn't offer this natively, it seamlessly integrates with a renowned WordPress plugin named BetterDocs.
By combining Support Genix with BetterDocs, you can easily create an extensive and user-friendly knowledge base for your website.
You can check the plugin here: https://betterdocs.co/
I hope this helps clarify things. If you have any additional questions, please don't hesitate to ask. We are always here to help.
We appreciate you asking such a valuable question 😊
To address your question, yes, Support Genix is compatible with WordPress's multisite feature.
For now, please install and activate the lite (free) version of the plugin first.
You can download it here: 👇
https://wordpress.org/plugins/support-genix-lite/
Once the Lite version is activated, you can install and activate the pro (premium) version.
Please note that activating the pro version without the lite version could cause an issue. That's why we’re suggesting this process to help you avoid any unexpected issues.
Rest assured that our team is actively working to resolve the issue as quickly as possible. In the meantime, we genuinely appreciate your patience and cooperation.
If you have any further questions or need assistance, please don’t hesitate to let us know.
Do you support emails with html ? Both for incoming and outgoing emails ?
Many users have a signature or send images etc. you say you are an alternative to Freshdesk and Zendesk which both have this feature and is vital to give user friendly support
I wonder, if I can connect my already existing support email which is embedded in my online products, directly to Support Genix? Right now, customer support comes to support@mywebsite.com --- and is it as simple as connecting my support email to Support Genix (on my wordpress website) to get started? Will this then create automatic tickets which I and/or my assistants can follow up?
A: Hello Steven, Yes, you can connect your existing support email to Support Genix. If anyone sends an email to this address, it will automatically generate a ticket.
Make 100% certain your existing email does not still contain all your OLD tickets from your old system. When you make the change Genix will send out thousands of emails for EVERY old ticket, ask me how I know! :(
Thank you! It appears you were using our previous email piping system based on IMAP. We upgraded to a new version for the email piping a few months back, and the issue you encountered will no longer occur with this update. For more details, you may check out https://supportgenix.com/doc/email-to-ticket/
Q: Multiple sites in 1 dashboard + Sms support
1) Any plans for SMS support via Twilio? 2) I have 4 wordpress websites, can I combine all tickets in 1 support link or do I need to login to each wordpress site individually to view and reply to tickets? My current solutions has a centralized dashboard, which makes support a lot easier.
A: You can integrate Twilio with Support Genix using our Webhook system (both incoming and outgoing). This allows you to configure SMS notifications for ticket-related updates or customer communication by connecting Twilio via automation tools or custom scripts.
Yes, it is possible to manage tickets for multiple websites from a single Support Genix instance. Here’s how:
Option 1: Use a Centralized Support Site Set up Support Genix on a dedicated WordPress site exclusively for managing support. For other websites, you can: Add a "Get Support" button that redirects users to the central support site. Customers can create tickets directly on this centralized support portal, keeping all tickets in one place.
Option 2: Webhooks or Email Piping You can use Webhooks or Email Piping to generate tickets from multiple websites: Install Support Genix on one main website. Use a contact form plugin (e.g., WPForms, Gravity Forms) on your other sites, configured to send data via Webhook or email. When users submit the form, tickets are automatically created in the central Support Genix system.
This setup allows you to streamline support requests across all your websites without the need to log in to each individually. If you need further assistance with configuring Webhooks, Email Piping, or setting up a centralized support site, let us know. We're here to help! 😊
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?
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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?
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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.
Tarek_SupportGenix
Jun 1, 2025A: 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?
Tarek_SupportGenix
May 29, 2025A: 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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Q: Can I connect my WhatsApp Business?
Can I connect my WhatsApp Business account to send messages via API, such as an automation with Zapier? Is there any additional cost?
Tarek_SupportGenix
May 14, 2025A: Hi there! 👋
Yes, you can absolutely connect your WhatsApp Business account via Twilio and send messages through the API.
For step-by-step guidance, please check out our detailed documentation here:
👉 https://supportgenix.com/doc/whatsapp-integration/
I hope this helps. If you have any more questions, please let me know. I would be more than happy to help! 😊
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Q: Macros or Automation in the answers
Hello, Is in your roadmap features like to automate actions or macros? for example: add a tag, set the status priority, assign a specific agent, add Notes, close the ticket?... sometimes we need to create recurrent ticket in name of some customer and automation open and close flow will be great, what do you think about this? it's make sense for you?
Tarek_SupportGenix
Mar 26, 2025A: Hello there,
Thank you so much for your interest in Support Genix! 😊
Support Genix offers several automation features to help streamline your workflow, including:
✅ Automatically closing tickets after a set number of days
✅ Auto-assigning tickets to specific agents based on ticket categories
✅ Outgoing webhooks to integrate your support system with third-party tools
At the moment, features like automatically adding tags, setting priorities, or adding notes are not available. However, we’re always listening to user feedback, and if we see enough demand, we’d love to explore adding these features in a future update!
I hope this clarifies things. If you have any other questions, feel free to reach out—we're always happy to help! 😊
Best regards,
Support Genix Team
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Q: Telegram, Livechat
Any plans to add Telegram integration, add a Livechat feature?
Tarek_SupportGenix
Mar 25, 2025A: Hello there,
Thank you for your interest in Support Genix! 😊
At the moment, we don’t have plans to add Telegram integration or a Live Chat feature. However, we truly understand how valuable these could be for real-time communication and customer engagement.
We always prioritize user feedback, so if we receive enough requests from users like you, we’ll definitely consider adding these features in a future update. Your input matters, and we appreciate you sharing your thoughts with us!
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Q: Multisite
Hello, do you support WP multisite?
Tarek_SupportGenix
Mar 25, 2025A: Hi there,
Yes! Support Genix is compatible with WordPress Multisite. 🎉
You can activate the plugin on a multisite network and use it across different subsites.
If you need further details on how to configure Support Genix for a multisite environment, feel free reach out through our dedicated support center 👇
https://supportgenix.com/contact/
Thank you very much!
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Q: Languages
Hello,
Are there any languages included ?
Tarek_SupportGenix
Mar 16, 2025A: Hello, Sumoling! 😊
Yes, Support Genix is translation-ready, meaning you can use it in different languages. While it doesn’t come preloaded with multiple language options, you can easily translate it using plugins like Loco Translate or WPML.
If a specific language isn't available by default, no worries! You can quickly add your own translation using a simple process.
Let us know if you have a particular language in mind, and we’d be happy to guide you through the setup!
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Q: Configure SMTP and IMAP
Hello, could you share the information to configure my SMTP and IMAP? please
Tarek_SupportGenix
Edited Mar 13, 2025A: Hello,
Thank you for reaching out! 😊 I’d be happy to guide you through setting up SMTP and IMAP for Support Genix.
SMTP Configuration (For Sending Emails)
To configure SMTP, you’ll typically need:
✔ SMTP Host - This is like your email provider’s address (e.g., smtp.your-email-provider.com).
✔ Port – Use 465 for SSL or 587 for TLS.
✔ Encryption Type – Choose SSL or TLS (recommended for security).
✔ SMTP Username & Password - Usually your email and password. If you have two-factor authentication (2FA) enabled, use an App Password instead.
💡 To configure SMTP in WordPress easily, you can use a plugin like Fluent SMTP, WP Mail SMTP etc.
Setting Up IMAP (For Email-to-Ticket Feature)
IMAP lets Support Genix convert incoming emails into support tickets. To enable this, you'll need:
If you're setting up Email Piping (Email-to-Ticket) in Support Genix, you’ll need:
✔ IMAP Host – Similar to SMTP, but for receiving emails (e.g., imap.your-email-provider.com).
✔ Port – Use 993 (SSL) or 143 (Non-SSL).
✔ Encryption Type – Choose SSL or TLS.
✔ Username & Password: Same as your email login credentials
✔ Enable IMAP Access: Ensure IMAP is enabled in your email account settings (especially for Gmail, Outlook, or Hostinger-based emails).
Once you've gathered this information, you can enter these details in Support Genix > Settings > Email to Ticket > Traditional to enable automatic ticket creation from incoming emails.
If you have any questions or run into issues, don’t hesitate to ask—we’re always here to help! 😊
We actually recommend using the Modern - Email to Ticket system instead of the traditional IMAP method. The Modern system offers better reliability and efficiency for converting emails into tickets.
If you choose to use IMAP, please keep in mind that the system will create tickets from all unread emails in your inbox, which may result in unintended ticket creation.
Best regards,
Support Genix Team
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We actually recommend using the Modern - Email to Ticket system instead of the traditional IMAP method. The Modern system offers better reliability and efficiency for converting emails into tickets.
If you choose to use IMAP, please keep in mind that the system will create tickets from all unread emails in your inbox, which may result in unintended ticket creation.
But, the Modern method needed sent the emails to you before and then you create the ticket... right?
Q: Email notifications
Is there a way to send an email to the clients when the ticket is answered?
If the answer to that mail, would the answer pop on the ticket system also?
Tarek_SupportGenix
Edited Mar 5, 2025A: 1. Yes, Support Genix can automatically send an email notification to clients when a support agent answers their ticket. To enable this feature:
2. Yes, but only if email piping is enabled.
How Email Piping Works:
If a client replies to the email notification, the system can fetch that email and attach the response to the corresponding ticket.
Check: https://supportgenix.com/docs/
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Q: Other languages
What about non-English sites/customers. I'm in Quebec and often need French, if not bilingual, sites/interface and don't want to have mixed French and English on the same page/site (i.e. I want to have French only on the French site and English only on the English site... but I often see plugins allowing you to translate some stuff, but still have buttons, for example, in English and not translatable...).
Tarek_SupportGenix
Feb 16, 2025A: Hello there,
Thank you for reaching out and sharing your concern. We completely understand the importance of having a fully translated interface, especially for non-English sites like yours in Quebec.
Don't worry; our team is actively working on improving this, and while recent updates have made significant changes, some text may still not be fully translatable.
In future updates, we will ensure that all text, including buttons and other interface elements, can be fully translated. We truly appreciate your patience and support during this interim period.
If you notice any text that is not translatable, please feel free to let us know—we'd be happy to address it as soon as possible.
Your feedback helps us make Support Genix better for everyone!
Thank you again for your support. Please let us know if there’s anything else we can assist you with!
Best regards,
Support Genix Team
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Q: Can I buy Tier 1 today and upgrade later to another Tier if I need
Can I buy Tier 1 today and upgrade later to another Tier if I need, or only as long as AppSumo deal is active ?
Tarek_SupportGenix
Jan 8, 2025A: Hi there,
Thank you very much for your interest in Support Genix 😊
To answer your question: yes, you can absolutely buy Tier 1 first and upgrade to Tier 2 later.
Please note that the tiered pricing is exclusive to this AppSumo deal, so you'll have the opportunity to upgrade as long as the deal is active.
I hope this clarifies things. If you have any further questions, please don't hesitate to ask.
We are more than happy to assist you with any questions you have.
Wishing you a fantastic day ahead!
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Q: Multiple Websites in same account
Hi.
I have 5 products. Do I need to add your plugin to all 5 websites or can I have 1 website that handles all products in the samne view ?
I dont want to login to different websites all the time
Tarek_SupportGenix
Jan 6, 2025A: Hi there,
Thank you so much for reaching out with your question 😊
Yes, Support Genix allows you to create a centralized support system. It allows you to manage tickets from multiple websites in one place.
As far as I can understand, you are managing 5 products from 5 different websites, right?
If that’s the case, could you please clarify one thing to help us better understand your needs?
Are you selling your products via the WooCommerce platform?
Once we have this information, it will be helpful for us to assist you better.
Looking forward to your response!
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Verified purchaser
Great. No its not via Woo, its just general support with Email piping and tickets that I need. I just need a central place to login in and do that.
Do I decide myself which domain of the 5 should be used as a general ticket system or can it be placed on a 6th. domain ?
You may follow this article
https://supportgenix.com/doc/how-to-manage-tickets-for-multiple-websites/
Q: Live Chat and Knowledge Base
Hello
Do you have Live Chat and Knowledge Base features?
Kind Regards
Tarek_SupportGenix
Dec 24, 2024A: Hello Mohamed Nour,
Thank you so much for reaching out to us with your valuable questions.
Currently, Support Genix doesn't have a "Live Chat" feature, but we have plans to implement this functionality in the future. It depends on the demand and feedback from our valued users like you.
As for the knowledge base feature, while Support Genix doesn't offer this natively, it seamlessly integrates with a renowned WordPress plugin named BetterDocs.
By combining Support Genix with BetterDocs, you can easily create an extensive and user-friendly knowledge base for your website.
You can check the plugin here: https://betterdocs.co/
I hope this helps clarify things. If you have any additional questions, please don't hesitate to ask. We are always here to help.
Wishing you a wonderful day ahead!
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Q: Multisite Compatibility
Does this work with Wordpress multisite.
Tarek_SupportGenix
Dec 18, 2024A: Hello there,
We appreciate you asking such a valuable question 😊
To address your question, yes, Support Genix is compatible with WordPress's multisite feature.
For now, please install and activate the lite (free) version of the plugin first.
You can download it here: 👇
https://wordpress.org/plugins/support-genix-lite/
Once the Lite version is activated, you can install and activate the pro (premium) version.
Please note that activating the pro version without the lite version could cause an issue. That's why we’re suggesting this process to help you avoid any unexpected issues.
Rest assured that our team is actively working to resolve the issue as quickly as possible. In the meantime, we genuinely appreciate your patience and cooperation.
If you have any further questions or need assistance, please don’t hesitate to let us know.
Thank you very much!
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Q: Which features are not included ?
You write in the pricing that only with 3 codes I get access to all features.
I would like to know which is not included in 1 code and 2 codes
Tarek_SupportGenix
Dec 17, 2024A: Hi there,
Thank you very much for your interest 😊
We sincerely apologize for any confusion this may have caused 🙏
The phrase "Get Access to all of the features listed on the website" seems to have carried over from our previous launch.
You can rest assured that each plan offers the same features; the only difference is the number of websites on which you can use the plugin.
I hope this clarifies things. If there’s anything else we can help you with, please don’t hesitate to let us know. We are always here to help!
Wishing you a fantastic day ahead!
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Q: E-mail and html
Do you support emails with html ?
Both for incoming and outgoing emails ?
Many users have a signature or send images etc. you say you are an alternative to Freshdesk and Zendesk which both have this feature and is vital to give user friendly support
Tarek_SupportGenix
Dec 14, 2024A: Yes, we support emails with html, both for incoming and outgoing emails.
We don't have feature to add signature to outgoing emails yet, but we are taking it in our consideration, and hope will implement this feature soon.
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Q: Can I use/connect my present support email?
Hi!
I wonder, if I can connect my already existing support email which is embedded in my online products, directly to Support Genix? Right now, customer support comes to support@mywebsite.com --- and is it as simple as connecting my support email to Support Genix (on my wordpress website) to get started? Will this then create automatic tickets which I and/or my assistants can follow up?
Thank you,
Steven
Tarek_SupportGenix
Nov 23, 2024A: Hello Steven,
Yes, you can connect your existing support email to Support Genix. If anyone sends an email to this address, it will automatically generate a ticket.
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Make 100% certain your existing email does not still contain all your OLD tickets from your old system. When you make the change Genix will send out thousands of emails for EVERY old ticket, ask me how I know! :(
Thank you! It appears you were using our previous email piping system based on IMAP. We upgraded to a new version for the email piping a few months back, and the issue you encountered will no longer occur with this update.
For more details, you may check out https://supportgenix.com/doc/email-to-ticket/
Q: Multiple sites in 1 dashboard + Sms support
1) Any plans for SMS support via Twilio?
2) I have 4 wordpress websites, can I combine all tickets in 1 support link or do I need to login to each wordpress site individually to view and reply to tickets?
My current solutions has a centralized dashboard, which makes support a lot easier.
Tarek_SupportGenix
Edited Dec 14, 2024A: You can integrate Twilio with Support Genix using our Webhook system (both incoming and outgoing). This allows you to configure SMS notifications for ticket-related updates or customer communication by connecting Twilio via automation tools or custom scripts.
Yes, it is possible to manage tickets for multiple websites from a single Support Genix instance. Here’s how:
Option 1: Use a Centralized Support Site
Set up Support Genix on a dedicated WordPress site exclusively for managing support. For other websites, you can:
Add a "Get Support" button that redirects users to the central support site.
Customers can create tickets directly on this centralized support portal, keeping all tickets in one place.
Option 2: Webhooks or Email Piping
You can use Webhooks or Email Piping to generate tickets from multiple websites:
Install Support Genix on one main website.
Use a contact form plugin (e.g., WPForms, Gravity Forms) on your other sites, configured to send data via Webhook or email.
When users submit the form, tickets are automatically created in the central Support Genix system.
This setup allows you to streamline support requests across all your websites without the need to log in to each individually.
If you need further assistance with configuring Webhooks, Email Piping, or setting up a centralized support site, let us know. We're here to help! 😊
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