Support Genix Pro

How requests reach the WordPress helpdesk

Support Genix Pro brings support requests from clients, students, members, digital product buyers, and shop users into WordPress. Agents can track, prioritize, and manage tickets while customers search the knowledge base or chatbot for answers.

Email to Ticket Conversion uses email piping to turn incoming messages into support tickets. Ticket Creation via Chatbot lets customers make a ticket from a chatbot conversation while retaining its context. Mailbox Binding and Management associates email addresses with tickets and works with multiple mailboxes, automatic routing, and department workflows.

Ticket handling and team controls

The helpdesk supports unlimited tickets, agents, and customers. Teams can organize requests with categories, tags, custom ticket fields, mailbox management, and ticket hotlink sharing. Conditional logic can show or hide custom fields based on user selections, helping forms collect relevant details. Multiple agents can work on tickets together.

Automatic notifications update agents when tickets are created or changed. Teams can set inactive tickets to close automatically and configure older or resolved tickets to be trashed or deleted after a set period. Weekend and holiday settings support scheduling, and login settings include Google and Envato.

AI assistance and customer self-service

Help Me Write assists agents with professional ticket replies. The AI Writing Assistant helps create help documentation using OpenAI and Claude. The AI-powered chatbot answers questions from the knowledge base and can serve as a 24/7 self-service channel.

Smart Documentation Suggestions can show relevant help articles while customers create tickets, giving them a chance to find information before submitting a request. Knowledge Base Management offers tools to create a self-service help center.

Analytics, reports, and integrations

Knowledge Base Analytics tracks engagement, content performance, and search behavior. AI-Powered Chatbot Analytics helps teams review chatbot performance. Support Tickets Report summarizes ticket activity, response performance, and user interactions.

Integrations include WooCommerce, Easy Digital Downloads, WhatsApp, Slack, FluentCRM, Tutor LMS, BetterDocs, and incoming or outgoing webhooks. WooCommerce can connect customer queries and orders with the helpdesk. The other integrations extend support into messaging, digital downloads, CRM, online learning, and documentation workflows.

The responsive interface supports access and ticket management from various devices. WPML compatibility and multilingual support help teams set up localized support systems.

Installation and setup

Install Support Genix Pro in WordPress and follow the setup wizard for onboarding and configuration. Define support categories, custom fields, notifications, agents, and knowledge base content. Then connect the integrations needed for your workflow, configure email-to-ticket conversion or chatbot options, and review reports and analytics as support activity grows.