Best Practices
Follow these recommended practices to get the most out of SmartGenix, avoid common pitfalls, and keep your account healthy.
Account & Profile
Keep your company address accurate
Your postcode is used to show your garage location to customers. An incorrect address means customers cannot find you on the map. Update it immediately when you move or change premises.
Use a real email address
Your email is your login credential and the channel through which SmartGenix sends important notifications. Use an address you check regularly and have full access to.
Keep your business hours current
Opening and closing times are shown to customers. If you change your hours seasonally or permanently, update them in Account Settings straight away.
Use a strong, unique password
Your SmartGenix password should be unique — not shared with other services. Use a password manager to generate and store a complex password securely.
Subscription Management
Renew before your subscription expires
When your subscription expires, access to your management tools is suspended until renewed. Check your renewal date in the dashboard "Your Package" widget and renew at least a few days early to avoid any disruption.
Understand what is included in renewal
Renewal payments do not include a setup fee — that is charged once at registration only. Any remaining days on your current subscription are carried over when you renew early.
Check unpaid quotes promptly
If the SmartGenix team issues a quote for additional services, it appears in your Billing page under Unpaid Quotes. Clearing outstanding quotes promptly keeps your account in good standing.
Raising Support Tickets
Use the correct department
Routing your ticket to the right department (Support, Billing, Sales, or Feature) means it reaches the right team faster. Billing issues sent to Support, for example, will be rerouted — adding time to your resolution.
Use Bug Reports for platform issues
If you discover a problem with SmartGenix itself (unexpected errors, missing data, broken functionality), use a Bug Report rather than a General ticket. Bug reports are automatically prioritised as High and include extra fields that help the engineering team diagnose the problem quickly.
Include screenshots or recordings
Attaching a screenshot or screen recording to your ticket dramatically reduces back-and-forth. If the issue is visual or intermittent, a short video (MP4, WebM, MOV) is especially helpful.
Mark tickets as resolved when done
Once your issue is resolved, mark the ticket as Resolved from your ticket detail page. This helps the support team keep the queue accurate and closes the loop on your request.
Services & Vehicle Types
Only enable services you actively offer
Enabling a service you do not provide leads to customer enquiries you cannot fulfill. Keep your services list accurate — it takes seconds to update in Account Settings.
Keep vehicle types up to date
If you expand or reduce the vehicle types your garage handles, update your vehicle type selection immediately. Customers search and filter by vehicle type, so an outdated list affects the enquiries you receive.
Still have questions?
Our support team is available to help with anything not covered here.