FAQs

Yes, there is an option in settings to sync users data with the most popular content management systems (CMS) or any database compliant with the same users schema.

- ExpressionEngine 7: fully supported.
- WordPress 6/7: fully supported.
- Other: compatible databases only.

ExpressionEngine 7 and WordPress 6+ use their own tables. Other maps any MySQL users table. Members can log in with that site's password only when the stored hash is bcrypt, Argon2, WordPress ($wp$2y$ or $P$), or 32-character MD5. As an option from users list, you can just import your actual users instead of a permanent sync. 

NOTE : login from a Google, Microsoft, Apple, Github or LinkedIn account is also offered as an option in settings.

Version 3.5 - LIST OF FEATURES

Help Desk & Ticketing

- Unlimited tickets with categories, priorities, and custom fields such as text fields, text areas, and checkboxes. Fields can be configured per zone and set as required or optional.⁠

- Ticket workflow states: Open, In Progress, Pending, Solved, and Closed, with color-coded status badges.⁠

- Staff assignment and "My Tickets" views for agents.⁠

- SLA automation with escalation flags and admin digest emails for tickets that exceed their response target.⁠

- Canned responses that can be inserted into replies, with the option to save any draft as a reusable snippet.⁠

- Customer satisfaction surveys emailed when a ticket is closed, with a 1–5 rating flow.⁠

- Advanced search and filters across subject, message, status, priority, and assignee.⁠

- Bulk operations for closing, deleting, or changing the priority of selected tickets.⁠

- Guest tickets allow customers without an account to create and follow tickets through a secure email-token link.⁠

- Automatic reopening when a customer replies to a solved or closed ticket.⁠

- File attachments on tickets and replies.⁠

- Ticket threading so replies to notifications are automatically added to the correct ticket.

Live Chat

- Real-time chat widget with operator presence and availability indicators.⁠

- Operator console with visitor lists and chat assignment.⁠

- Persistent conversation history.⁠

- Availability detection that informs customers when no operator is online.

AI Assistance

- AI Suggested Replies for staff, allowing a context-aware response to be drafted with one click.⁠

- Streaming drafts that display generated text progressively, with a live cursor, stop control, and review-before-insert workflow.⁠

- Provider-agnostic support for OpenAI, OpenRouter, or custom endpoints, with configurable models, system prompts, and token budgets.⁠

- Privacy-aware processing that redacts sensitive data such as keys, card numbers, and passwords before ticket content is sent to an AI provider.⁠

- Assist mode can be disabled entirely.

Client Portal & Self-Service

- Customer accounts with email verification, password reset, and passwordless magic-link login.⁠

- Self-service ticket list with live status indicators.⁠

- Customer access to order history, invoices, quotes, and subscription management.⁠

- Secure digital download delivery.⁠

- FAQ and knowledge-base section.⁠

- News and announcements.⁠

- GDPR consent flow.

Projects & Collaboration

- Projects with tasks, milestones, and activity feeds.⁠

- Kanban board with drag-and-drop between columns.⁠

- Project file storage with attachments.⁠

- Email notifications when tasks are created or completed.⁠

- Optional client-facing project access.

Store & Billing

- Product catalog with categories, galleries, translations, quantity discounts, and stock management.⁠

- Cart and checkout flow with digital download support.⁠

- Invoices with VAT support, including buyer VAT numbers.⁠

- Quotes with an acceptance workflow.⁠

- Recurring subscriptions and a subscription status portal.⁠

- Discount coupons.⁠

- Product reviews with verified-purchase indicators and a moderation queue.

Payments & Integrations

- Stripe payments for one-time charges and subscriptions, with webhook-driven lifecycle events.⁠

- Outbound webhooks with delivery logs.⁠

- REST-style API with access tokens for programmatic ticket creation and retrieval.⁠

- Cron automation with authenticated endpoints.

Admin & Operations

- Admin dashboard with key statistics for users, tickets, orders, and projects.⁠

- User management with three roles: admin, staff, and member.⁠

- Per-user email notification preferences.⁠

- Site content management for custom pages, navigation, text, and templates.⁠

- Appearance controls for themes, accent colors, UI density, materials, and custom CSS.⁠

- Tax rates, shipping, and accounting views.⁠

- Submission rate limiting and honeypot anti-spam protection on public forms.

Platform, Design & Quality

- Built on the smartwebUI design system with 50 component families, 516 icons, light and dark themes, four surface materials, and density controls.⁠

- Touch-ready interactions including pull-to-refresh, infinite scrolling, load-more controls, and tooltips that respond to touch.⁠

- Inline editing for titles and fields without leaving the current page.⁠

- Fully responsive, mobile-first layouts with reduced-motion support.⁠

- Multilingual support for English, French, German, Spanish, and custom language packs.⁠

- Self-hosted and dependency-free architecture using PHP 8 and MySQL, with no Composer, npm, or build step required.⁠

- Automated cron jobs for SLA checks, email intake, rate-limit cleanup, and sitemap generation.

Yes. Since version 1.6, you can add custom fields to support tickets and profile pages. You can create text fields, text areas, select menus, checkboxes, checkbox groups, and radio buttons for a wide range of use cases.

Yes! SupportEngine includes a comprehensive email notification system with user preferences, SMTP support, HTML emails, and event-based triggers. Users can control which notifications they receive.

Absolutely! Most features can be disabled through the admin panel, allowing you to create a streamlined experience that matches your specific needs. This level of customization and flexibility is one of SupportEngine's key advantages.

Yes! Both support tickets and projects support secure file uploads with configurable file types and file size limits.

Yes! Guest ticket submission is included and can be enabled or disabled based on your preferences. You have full control over user registration requirements.

YES, you can if you want but we highly recommend to use a new module dedicated for this kind of services, created by mCloud Compute.

As this solution is made by Elonovo, we are using the same privacy policy that you can read here. Like Apple, we care about user privacy.

Yes, you can use the following credentials:

Login: dev@xproline.io
Password: 12345678Demo

We also recommend to create your own test account using the register link.

As an option, you can also request the access to a full administrator account
for this demo cloud instance:

https://se.adnx.com/46beffcf

No refunds are provided because you receive the complete source code and can make any modifications you need. We provide excellent support and quickly address any issues that arise.

Yes! We actively maintain SupportEngine and provide bug fixes and security updates. High-quality support is part of our commitment to our customers. All updates for version 3.x are free.

We provide email support for technical issues and bugs. If you purchase our installation service, we'll handle the entire setup for you. Training sessions are also available for a fee.

Yes! We offer one installation options: Install it for me on my server (+$79). You can also request more assistance per project.

If you are hosting SupportEngine on your own server, it requires PHP 8.3+, MySQL 8+, and a standard web hosting environment. It works with most shared hosting providers and is built with the modern smartwebUI framework for optimal performance.

SupportEngine is a self-hosted PHP software solution. Run ecommerce, customer support, project management, billing, subscriptions, and live chat from one powerful self-hosted platform. Built for PHP 8 and MySQL 8 with no framework dependencies, it’s easy to customize and packed with advanced admin tools, including a complete UI editor for creating a fully tailored experience.

We use a short domain structure to keep your SupportEngine URL simple and easy to remember:

se.adnx.com

Example installation: https://se.adnx.com/46beffcf

When you order your own instance, everything is automatically managed by our servers. The instance is fully activated in less than two minutes.

For the self-hosted version, installation typically takes 5–10 minutes. Simply upload the files, create a MySQL database, and run the install.php wizard. Detailed instructions are included.

Absolutely! Since everything is hosted on your server, you can back up your database and files using your hosting provider's tools or your own backup solution.

Yes! Since SupportEngine is self-hosted, you have complete control over your data. The software includes modern security features such as bcrypt password hashing, session management, and protection against common vulnerabilities.

Yes! SupportEngine is built with smartwebUI and follows mobile-first design principles, ensuring that it works perfectly across devices and screen sizes.

Absolutely! With the self-hosted version, you receive the full source code, so you can customize anything you want. The software is built with smartwebUI, making it easy to modify its appearance and functionality.