This is the feature most people come here for, so it is worth understanding what it does and what it deliberately does not do.
The problem
You sell a theme. Two thousand people bought it. An unknown number downloaded it from a nulled-scripts site. All of them can find your support address.
Answering everybody is expensive. Answering nobody loses you the customers you actually have. So the question is how to tell them apart without making paying customers prove themselves twice.
Automatic — marketplace purchase codes
Products → your product → Purchase proof → Automatic.
Your buyer enters the purchase code their marketplace gave them. We check it with the marketplace and get back what they bought, when, and how long their support period runs.
If the code is good, they go straight through. Their ticket carries the purchase, so you can see at a glance which version they are on and whether they are still in support.
If the code is wrong, they are told clearly rather than left guessing.
What happens when we cannot check right now
The marketplace is somebody else's server and it is occasionally down.
We accept the ticket anyway, mark it unverified, and re-check automatically at 15 minutes, an hour, and six hours. When the check succeeds the ticket updates itself.
This is a deliberate difference from how some other desks behave. A buyer with a genuine code should never be turned away because a third party had a bad afternoon — they will not come back and try again, they will leave a review.
Manual approval — selling from your own site
Purchase proof → Manual approval.
The customer asks, and somebody on your team approves them. Slower, but it works whatever you sell and wherever you sell it — including for a licence you issued by hand.
When support runs out
A purchase code carries a support expiry date. When it passes, that customer can still open a ticket, and their ticket says plainly that their support period ended and when.
Deliberately not a wall. Somebody whose support lapsed last week is a renewal conversation, not a stranger — and a desk that simply refuses them turns a sale into a complaint.
Where this shows up
- On the ticket, beside the customer, with the product and the purchase date
- In the inbox, so you can filter to verified customers when you are behind
- On the customer's record, so you can see everything they own