Most questions have a quick answer on one screen. Start with Diagnostics: it is a one-glance health report of the desk, your feeds and your server.
Where to find it:
Open Help on the desk's menu bar, then Diagnostics. Copy Report for Support copies everything into one report you can paste into a ticket; it never includes passwords or API keys. Open Support opens the support desk.
What Diagnostics shows:
- Plugin: the version, the licence, which AI services are set, whether inbound email is on, how many searchable articles and pieces you have, macros, and when the scheduled jobs run next.
- Connected Feeds: when each feed last delivered, such as Commerce, WarriorPlus, JVZoo, ClickBank and the licence server.
- Found On This Site: the ResultsAiX plugins the desk reads.
- Environment: WordPress, PHP and database versions, your site address, HTTPS, memory and time limits.
- Database Tables: how many rows each of the desk's tables holds.
If the AI does nothing at all:
- Open Settings, AI and check a key is saved and shows Connected.
- Press Save And Test on that card. It shows the service's own words if something is wrong, such as a wrong key or no credit left.
- Check This month so far under Your monthly limit. When it reaches the limit, AI pauses until next month or until you raise it.
- Check the switches under What the AI does by itself.
If auto-resolve leaves a ticket for you:
That is usually right. It only answers licence, how-to, install and sales questions, only above your score, and only with evidence: a recorded sale, a licence key or a help article. Read the private note it leaves for the reason. A lower score makes it answer more often, on weaker guesses.
If emails are not arriving:
- Open Settings, Email and press Send A Test Email. It tells you what the mail server answered.
- Use My own sending service if you are on This site's normal mail.
- Make sure Replies are sent from, on Settings, General, is an address your sending service has verified.
If a customer's email reply became a new ticket:
Replies thread by the ticket number in square brackets in the subject, such as [1042]. If a mail app or forwarding rule removed it, the reply arrives as a new ticket. A number in brackets only matches when the sender is the customer on that ticket or one of their linked emails, so add their other address under Linked emails.
If a marketplace says the notification failed:
A refused notification means a security check did not match: a WarriorPlus security key not in your list, a JVZoo secret key that differs, or a ClickBank INS secret that differs. Paste the key again from the marketplace, save, and send a test.
If knowledge base search finds the wrong article:
Search matches words, so rewrite the article using the words customers use and save it again, which rebuilds it. Reindex KB on the Import screen rebuilds the whole index and says how many articles it covered.
If the help page lists articles but writes no answer:
Check Let visitors get AI answers on my knowledge base page under Public Answers, that an AI key is saved, and that today's caps are not reached. A visitor who reaches a cap still gets the matching articles.
If an alert email did not come:
Open Settings, Email, Who gets told, and when. Each alert has its own switch, the two busy ones may be collected into an hourly or daily summary, and a line says who would be emailed right now.
If Email history cannot sign in:
Gmail and Google Workspace need an app password over IMAP, not your normal password. If the card says the IMAP extension is missing, ask your host to enable php-imap.
If a connected site shows a problem on Diagnostics:
Open Settings, Integrations and press Test Connection on that site. It answers one line per system with the reason. Paste a fresh key if one was revoked. While a site is not answering, the desk skips it for two minutes at a time, so your tickets stay fast.
If a new model is not in the list:
Press Check for new models now under Which models on Settings, AI. Each list comes from the service with your key, so a model your key cannot use does not appear.
If your chat does not show on a page:
Open Chats. The chat's card must say Live, and the page must be ticked or listed in step 1 of its wizard and not under Never on these pages. On another site, the line from On any other site must be on that page. If the card says No product catalog yet, add your catalog address on Chat history.
If a notification never appears:
It needs pages under Show on these pages; use * for every page. Check From and Until, and that the person fits Who sees it. Each person sees it once, so open the page in a private window to see it again.
Do I need the other ResultsAiX plugins?
No. The desk runs fully on its own. The others only add more customer history to Customer 360 when you have them.
Are my own tests counted in Chat history?
They are kept but left out of every number, as Your own tries. A chat counts as yours when it uses an administrator's email, including a + address, or when ResultsAiX Pulse knows the browser is yours.
If the dashboard says the AI is not connected:
Open Settings, AI, paste a key into Claude, OpenAI or Gemini, and press that card's Save And Test.
If a page you made shows the shortcode as text:
Make sure the plugin is active and the shortcode is spelled exactly: [asd_submit_ticket], [asd_portal] or [asd_kb].
If a customer cannot sign in to My Tickets:
Ask them to type the address they bought with on the My Tickets page and press Email Me My Link, then open the newest email. A link lasts 30 days. Or press Send Portal Sign-In Link on their ticket if your own portal is connected.
If imported tickets do not show on the chart:
That is by design: tickets brought over keep their old dates and are never counted as new or solved here.
If the scheduled jobs look stuck:
Diagnostics shows when the hourly job and the email and target check run next. They run when your site has visitors; on a very quiet site, ask your host to call wp-cron.php on a schedule.
A real example:
Sam notices JVZoo sales stopped showing. Diagnostics, Connected Feeds shows JVZoo last delivered a week ago. Sam opens the JVZoo product settings, finds the JVZIPN URL was replaced during a product edit, pastes the desk's address back in, and the next sale shows within minutes.
If a ticket keeps coming back to Needs you:
A customer reply, a reopen from their page, or Still Needs Me all bring a ticket back. If an email to the customer could not be sent, a private note says why and the ticket comes back too; fix the sending under Settings, Email.
If a customer says they never got your reply:
Open their ticket and look for a private note about sending. Then press Search Mailbox under Email history to see what reached your mailbox, and ask them to check spam and add your reply address to their contacts.
Tips:
- Press Copy Report for Support before writing to support. It has everything needed in one go.
- See Training on the Help menu for short guides to every screen, with a search box.