Yes — the chatbot uses an AI provider of your choice, billed against your own API key. For most authors with normal support volumes, the monthly cost is well under $5 — often under $1 — thanks to aggressive caching and per-user daily limits.
If you prefer zero recurring cost, you can use a free tier (Google Gemini AI Studio has a generous one) or self-host with Ollama. You can also turn the chatbot off entirely without affecting the rest of EnvaTicket.
The right pick depends on your budget and setup:
gpt-4o-mini for chat and text-embedding-3-small for embeddings. Typical cost: under $2/month.gemini-2.0-flash.llama3.1:8b.Only the buyer's question, your retrieved KB excerpts, and recent chat context are sent on each turn. EnvaTicket scopes retrieval to each buyer's licensed products at the database level, so one buyer's tickets never leak into another buyer's chat. No purchase codes, no account passwords, and no personally identifiable customer data are sent.
If you have strict data-handling needs, the self-hosted Ollama option keeps everything on your own server.
Yes — go to Admin → Settings → AI and toggle Enable Deflection Chatbot off. The widget disappears immediately from the buyer site. Tickets, the knowledgebase, FAQs, and licensing all continue working normally. You can also flip the global Enable AI Assistant off to disable every AI feature at once.
Yes, but the reindex is incremental. When you click Reindex Now in Settings → AI → Chatbot Knowledge Index, EnvaTicket only re-embeds content whose hash has changed. Unchanged articles are reused (no API call, no cost), changed articles get fresh embeddings, and deleted articles are pruned automatically.
You can run reindex as often as you like — a no-change run is essentially free.
The assistant deliberately refuses to make things up. If none of your indexed KB articles, FAQs, pages, product descriptions, or resolved tickets directly cover the buyer's topic, it returns a polite "I don't have a confident answer" with links to your docs and the option to open a ticket.
The two most common causes:
No. Resolved tickets are indexed alongside KB articles, but every retrieval call filters by the asking buyer's licensed products at the SQL level. A buyer of Product A can never receive an answer grounded in a ticket from Product B — the leakage guard is enforced before the AI ever sees the excerpts, never via the prompt.
The buyer also doesn't see other ticket references in the answer — ticket citations are stripped before the response reaches the browser.
The chatbot fails gracefully. When the AI provider returns an error or rate limit, the buyer sees the standard "I don't have a confident answer" message with options to browse the documentation, FAQs, or open a support ticket. They don't see an error stacktrace.
To prevent quota surprises: set the Daily Messages per User hard cap in Settings → AI (default 100), and watch the response cache hit rate in your provider dashboard — repeated questions don't hit the API thanks to the 24-hour response cache.
Two thresholds drive escalation:
When the buyer clicks "Yes, open a ticket for me", they're sent to the regular ticket form with the question and conversation transcript pre-filled. The chatbot conversation is linked to the new ticket for deflection analytics.
Yes. Admins and agents see the chatbot widget on every front-end page, regardless of whether they personally hold a license. Staff queries also bypass the per-product retrieval scope — you can search across all resolved tickets and KB content, which makes it a useful research tool when responding to customer questions.
Your purchase code is delivered by the marketplace you bought EnvaTicket from. To find it:
The code is a long string in the format XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX. Use it when you sign in to activate your access.
This follows Envato's standard licensing model:
Both licenses include 6 months of support; you can extend support at any time from your CodeCanyon downloads page.
No — each Envato license covers one end product (one installation). If you run EnvaTicket on a staging and production environment for the same business, that counts as one site. For separate businesses or unrelated projects, please purchase a license for each.
This is an Envato marketplace policy, not an EnvaTicket-specific restriction.
EnvaTicket validates licenses against Envato's API, so transfers are a matter of decommissioning the old install and activating on the new one:
If you're moving inside the same hosting account and worry about double-activation, contact support and we'll clear the old activation record for you.
EnvaTicket runs on standard LAMP/LEMP shared hosting:
bcmath, ctype, dom, json, xml, simplexml, tokenizer, fileinfo, openssl, pdo_mysql, mbstring, curl, zip, gd or imagick.public/ directory (Apache, LiteSpeed, Nginx).Most cPanel hosting plans meet these out of the box.
About 5 minutes on typical shared hosting:
/install: 2–3 minutes (entering DB credentials, brand details, and your admin account)The installer handles migrations, base seeders, encryption key generation, and storage linking automatically.
No. EnvaTicket installs through a browser-based wizard. The /install URL walks you through PHP/extension checks, database connection, brand setup, and admin account creation — everything cPanel users need is built in.
SSH is only useful for advanced operations: queue workers, scheduled tasks, and one-shot artisan commands (like running additional seeders).
Yes — both work. Point your web server's document root (or a virtual host) at EnvaTicket's public/ directory. For example:
support.yourdomain.com → /home/you/envaticket/publicyourdomain.com/support → /home/you/yourdomain/support/public with the parent app served separately.A dedicated subdomain is recommended for SEO and cookie isolation.
Lifetime free updates. Updates are tied to your purchase, not your support window. As long as your license remains valid (not refunded), you can download the newest version anytime from your CodeCanyon downloads page and apply it to your installation.
This is independent of your support period.
Each new purchase includes 6 months of free support. After that, you can extend support for an additional 6 months or 12 months at any time from your CodeCanyon downloads page.
What's covered: help with installation, configuration, bug fixes, and answering product questions. Customisation and integration with third-party code are not covered (but we're happy to discuss paid options for those).
Yes — updates are lifetime free. Even with expired support, you can download the latest version from CodeCanyon and update your installation.
What changes after support expires is help availability — you'll need to extend support to open new tickets, but the product itself stays current and functional indefinitely.
Three steps:
.env file, storage/ directory, and database (your hosting control panel usually has one-click backups).Your data, settings, and customer tickets are preserved. The release notes for each version explain any special steps.
EnvaTicket is a complete customer support portal built for Envato marketplace authors who sell themes, plugins, or scripts and want to give buyers a friendly, professional support experience.
It replaces scattered comments and lost emails with a single place where verified buyers can open tickets, search documentation, read FAQs, get answers from a built-in AI assistant, and download their product files — all gated by their Envato purchase codes.
Yes. EnvaTicket connects to Envato's API to validate purchase codes the moment a buyer enters one. It checks that the code is real, matches one of your products, isn't blocked, and respects the support window. Buyers can't create tickets without a valid, supported license.
You'll need a personal Envato API token (free to generate from build.envato.com) — full instructions are in the Knowledgebase.
Yes — EnvaTicket is multi-product from day one. Add each of your CodeCanyon/ThemeForest items to the Products section, and buyers of any of them get the same portal: their licences are recognised, their tickets are scoped to their products, and your AI assistant answers from KB content that's relevant to the product they hold.
There's no extra licence cost per product on your side.
Yes — there's a built-in deflection chatbot that answers buyer questions instantly from your documentation, FAQs, pages, product descriptions, and past resolved tickets. It runs against an AI provider of your choice (OpenAI, Google Gemini, DeepSeek, or self-hosted Ollama), uses your own API key, and is fully optional — you can turn it off without affecting anything else.
For most authors, monthly AI costs are under $2 thanks to aggressive caching and per-user daily limits. See the Support Assistant articles for full details.
Yes — the admin includes branding settings (logo, favicon, colours, brand name, site URL) that flow through every customer-facing page and email. For deeper customisation, EnvaTicket is a standard Laravel + Tailwind application — you have full source code access, so you can edit views, styles, and templates directly.
We recommend keeping core file changes minimal so future updates apply cleanly.
Yes. Upload each version of your product (zip files) to the admin and EnvaTicket gates downloads behind purchase-code validation — only buyers with a valid, non-blocked licence can download. You can also upload demo assets, mark versions as latest, and track download counts per buyer for support purposes.
Yes — EnvaTicket sends transactional emails for new tickets, replies, support renewals, license events, refund requests, and more. All email templates are editable from the admin (Settings → Mail Templates). You can use any SMTP provider supported by Laravel (Mailgun, SendGrid, AWS SES, your own SMTP, etc.).
Refunds are handled through Envato's buyer support, following their standard refund policy. The most common eligible reasons:
Most "I changed my mind" requests aren't eligible under Envato's policy. We're always happy to help you get the product working first — open a support ticket and let us assist before requesting a refund.
Refund requests go through Envato (the marketplace handles the transaction):
We're notified of the request and respond through Envato's system. Most refund discussions are resolved within a few business days.
We don't have an automatic bulk discount through CodeCanyon, but we're happy to discuss agency, team, or volume scenarios case-by-case. Open a ticket with your context (number of installations, intended use, whether each is a separate client) and we'll see what we can do.
Note that Envato's policy still requires one licence per end product (one installation), so a discount conversation is really about your agency or team buying multiple licences at once rather than reusing a single licence.
The Extended licence unlocks one specific scenario: charging end users to access the application. Most authors don't need it — the Regular licence is enough if you're installing EnvaTicket for your own product support or your client's business and not billing end users to use the portal itself.
Pick Extended if you plan to:
Both licences include the same features, support, updates, and AI assistant — the only difference is whether you can monetise end-user access.
We don't have a formal tiered pricing for agencies, but if you run a digital agency that needs separate installations for multiple clients, please open a ticket with details. We try to find a fair arrangement on a case-by-case basis.
For internal team use (your own staff managing tickets on one install), no extra licence is needed — EnvaTicket has no per-seat fee for agents or admins on a single installation.
Yes, we take on focused customisation work depending on availability. Common requests we can help with:
Open a ticket with the scope you have in mind and we'll send back an estimate. Note that customisation work isn't included in the standard support window — it's a separate engagement.
You can brand EnvaTicket freely — logo, favicon, colours, brand name, site URL, email senders — every customer-facing surface is configurable from the admin. That covers most "make it look like ours" needs.
Reselling the application itself (e.g., setting up a SaaS where you charge clients to use EnvaTicket) requires the Extended licence per installation. If you're an agency installing EnvaTicket on behalf of clients (one client = one installation), each client purchase needs its own Regular licence.
Removing footer credits or claiming authorship is not permitted under Envato's licence terms.
We don't run a hosted free trial, but we keep a live demo site you can explore as both a buyer and an admin to see the full feature set before purchasing. The product description on CodeCanyon links to the latest demo URL.
If you have specific questions a demo can't answer (e.g. "will it work with my exact CRM"), feel free to open a pre-sales ticket — we're happy to clarify before you buy.
Active feature releases ship roughly every 4–8 weeks. Critical bug fixes and security patches ship out-of-band whenever needed — usually within a few days of confirmation.
Every update is announced on CodeCanyon and via in-app notifications. Updates are lifetime free for all customers, regardless of whether their support period is active.
We don't publish a public roadmap because priorities shift based on customer feedback, but the broad themes we're actively investing in:
If there's a feature you specifically want, open a ticket — we genuinely track these and prioritise based on volume of requests.
The three most common causes:
storage/ and bootstrap/cache/ directories must be writable by the web server (typically chmod 755 for directories and 644 for files, plus the correct owner).public/ folder, not the project root.php -m to confirm bcmath, mbstring, openssl, pdo_mysql, etc. are present.The detailed error is usually in storage/logs/laravel.log — open a ticket with the relevant lines and we'll diagnose it.
This is almost always your host's ModSecurity (a WAF) blocking the rich-text HTML in the form body before PHP runs. EnvaTicket already base64-wraps WYSIWYG fields to dodge this, so if you still see 403s:
Three things in order:
Ask the buyer to share the exact error they see — EnvaTicket returns specific messages for each failure mode.