Getting help

🔍

Try these first #

1. Common problems and fixes. Most reports turn out
   to be one of the entries there.
2. The guide for the feature you are using. Each section of this manual
   documents what a feature does not do as carefully as what it does, and a
   surprising number of “bugs” are documented behaviour.
3. Ask NiroHelp, if your
   question is about your own numbers rather than about the plugin. Who is at
   capacity right now? and what docs are we missing? are questions it answers
   directly from your site.

Narrowing down a problem #

Two checks resolve a large share of reports before you write anything:

Switch to a default theme, and deactivate other plugins. If the problem
disappears, it is a conflict rather than a NiroHelp fault — reactivate one at a
time to find which one.

Try it as an administrator. A screen that is missing or empty for one person
and fine for an administrator is a permissions question, not a fault. See
Roles and permissions.

What to include when you ask #

The more of this you send, the faster the answer:

• What you did, what you expected, and what happened instead. In that order.
• Where. The exact screen — NiroHelp → Settings → Tickets → Form fields —
  or the public page address.
• Who. Which role the affected person has, and whether it also happens for
  an administrator.
• Your versions. WordPress, NiroHelp, PHP and your theme.
• A screenshot. Of the whole screen, including any notice at the top.
• The exact wording of any error message.

Never send passwords or your AI site key. No support request needs either.
If you think your site key has leaked, click Disconnect on NiroHelp → AI
and register again — see
Disconnecting and re-registering.

Before you make changes on a live site #

A few things in this manual change public addresses or send real email. Test
them on a staging copy first:

• Changing the doc URL structure, which breaks existing links until you set
  up redirects.
• Renaming the docs archive page slug, which moves your whole knowledge
  base.
• Testing notification emails. They carry working one-click login links, so
  never send test mail to a real client address from a copy of your live site.
• Running a migration. It is safe to re-run, but take a backup anyway.

Where to go #

The NiroHelp website — https://nirohelp.com — is the place to start for
support, updates and contact details.