FAQ
Questions, answered
What people ask before they install NiroHelp — plans, tickets, the AI, moving over from another plugin, and where your data lives.
Getting started
Yes — the core plugin, with the knowledge base, ticketing and the dashboard, is free and available on the WordPress.org plugin directory. The paid plans add the AI — chatbot, auto-responder and copilot — and email piping.
WordPress 6.0 or later and PHP 7.4 or later. The knowledge base, tickets, emails and migration all run on your own server, so nothing else is needed until you turn on the AI.
Three pages — Docs, My Tickets and Submit a Ticket — each selected in the settings for you. If a page for one of them already exists it is reused rather than copied, so activating again never leaves duplicates. Add the pages to your menu and you are ready.
Yes. Each module can be enabled or disabled independently from Settings, and disabling one never touches the other’s data.
Yes — every string is translatable and a .pot template ships with the plugin.
Plans & billing
The AI and the mailbox. That means the chat widget that answers visitors from your help articles, the auto-responder that replies to tickets when your docs clear the confidence threshold, the Ask NiroHelp copilot on the dashboard, and email piping with multiple shared inboxes. The whole help desk underneath — knowledge base, ticketing, assignment, roles, the dashboard and all seven importers — is in the free plan.
One credit is one AI answer: a chatbot reply, an auto-responder reply to a ticket, or a copilot question. A long answer costs the same as a short one. Starter includes 1,000 a month, Growth 6,000, Agency 15,000, and the count resets on the 1st of the month.
The AI pauses until the 1st of the month, when your credits reset. Nothing else changes — tickets keep arriving, your team keeps answering them, the knowledge base and email piping keep working. The usage panel in your dashboard shows how many answers you have left and when the count resets, so it never catches you by surprise.
No. Every plan includes unlimited agents, unlimited tickets and unlimited articles. Pricing is per site, so growing your team never changes your bill.
Yes — 30 days, no questions asked. Email us and we send the money back.
The AI features switch off and the plugin falls back to the free plan. Your articles, tickets, replies and settings all stay put — they are ordinary WordPress posts and comments in your own database.
Yes. Deactivate the license on the old site and activate it on the new one; there is no cooldown and no support ticket needed.
Knowledge base
No. Articles use the standard WordPress editor, so anything you can write in a post — headings, images, embeds, blocks — works in an article. The archive page is added for you on activation.
Yes. The archive includes live search across every published article, and the results update as the visitor types. At a few hundred articles it stays instant because article lists are cached.
Articles follow normal WordPress visibility, so drafts stay drafts and private articles stay private. Your team can read them in the dashboard while customers cannot.
No — help articles are a separate content type with their own URLs, topics and archive. Your posts, pages and blog keep working exactly as they do now.
Tickets & customers
No. Every plan, including the free one, allows unlimited agents and unlimited tickets. Pricing is per site, so growing the team never changes your bill.
You pick one of three methods in the ticket settings. With a verification code — the default — the customer enters their email and types in the six-digit code we send. With a magic link they click a one-time sign-in link in their inbox instead. With a password they sign in with their email and password. Nobody has to register first: an account is created when someone submits their first ticket, if your site allows new accounts.
Yes. Guest submission is a single setting. Customers get a link to follow the ticket afterwards, and can claim it later with a one-time code if you want them to.
Automatically, using the strategy you choose: random, round-robin, or least-loaded — the agent with the fewest open tickets. You can cap how many open tickets one agent holds, and anyone at the cap is skipped. Turn auto-assignment off if you would rather assign every ticket by hand.
Yes. Show or hide each built-in field, reorder them, mark any as required, and add your own — text, number, email, a longer text box, or a dropdown with options you define. Whatever the customer enters is saved with the ticket.
Yes. Each notification — the sign-in code, a new ticket, a reply from either side, a resolved ticket — has its own subject, header and body with placeholders, and every email shares one logo and footer you set once.
Agents and managers can upload files on a ticket or on a reply. The public customer role ships without WordPress upload permission, so customer-side attachments are off by default — a deliberate choice, since handing upload rights to anyone who can open a ticket widens your attack surface. Migrating from Awesome Support brings its attachments across onto the imported tickets.
No — it is a Pro feature, alongside the AI chatbot and the auto-responder. The knowledge base and the ticket system, including the on-site submission form, stay free.
No. Someone who emails your support address gets a ticket without ever visiting your site. If they later want to see their history, they can sign in with a one-time code or magic link using the same email address — the tickets are already there waiting.
The AI
No. The knowledge base, tickets, emails and migration never contact an outside service. The AI is something you connect on purpose, on a paid plan — leave it off and everything else works exactly the same.
No. Every paid plan includes the AI service — you register your site once and paste in the key we email you. There is no separate model subscription and no API key to manage.
It answers from your synced help articles rather than from general knowledge, and when it cannot find a relevant answer it says so and offers your support email or ticket form instead of guessing.
It schedules at most one reply per customer message. A new ticket earns one attempt, and each customer follow-up earns one more — it never replies to itself, and it never sends twice for the same message.
The moment a teammate replies, the scheduled AI response is cancelled. The same happens if the ticket is resolved, closed or cancelled before the AI gets there.
Yes. The chatbot is a single vanilla-JS script tag that works on any site, WordPress or not.
Yes. The embed takes a list of paths to show it on and a list to hide it from, and both accept * wildcards. Only the path is matched, not the query string, and a hide rule wins when a page matches both.
Yes. NiroHelp → AI → Logs keeps separate feeds for the chatbot and the auto-responder, with the relevance score behind each attempt. Auto-responder entries link back to the ticket they belong to.
Run a Sync from the AI screen and the new article joins the index. From that point the chatbot can answer from it.
Open NiroHelp → AI and use Disconnect on the connection card. It clears the stored credentials on that site only, and you can connect again whenever you like.
Moving from another plugin
NiroHelp imports articles, topics and tickets — replies included — directly from BetterDocs, weDocs, Echo Knowledge Base, BasePress, Awesome Support, SupportCandy, and JS Help Desk. No CSV wrangling, and each source has its own guide to exactly what comes across.
No — leave it active. NiroHelp reads straight from it while the import runs, and each source’s Migrate button stays greyed out until that plugin is detected. Deactivate it once you have checked the results.
Yes. Every imported item is marked with where it came from, so a second run skips what already came across and brings over only what is new.
Clean is the tidy-up step for after you have checked an import. It permanently deletes the old plugin’s copies of what came across — along with that plugin’s categories and tags, where it has them — and keeps everything in NiroHelp. It asks before it runs and there is no undo, so take a backup first.
It depends on the plugin, which is why each one has its own migration guide with a “stays behind” list. As a rule, articles and conversations come across, while priorities, custom fields and the old plugin’s own layouts, settings and reports stay where they are.
Yes, especially for tickets. A ticket import behaves like new activity: assigned agents can be notified as replies arrive, tickets can change status, and the AI auto-responder — if it is switched on — sees old tickets as new work. A staging copy shows you exactly what lands before your team or your customers do.
Your data & developers
Everything stays in your WordPress database as regular posts and comments — no proprietary tables, no external service required for the free plan.
Nothing is deleted. Docs are posts, tickets are posts, and replies are comments — disabling a module just hides it from the admin menu.
Your articles, tickets, replies and customers stay in your WordPress database. Uninstalling removes only the plugin’s own bookkeeping.
Yes, under /wp-json/nirohelp/v1/. It covers docs, tickets, replies, sign-in and taxonomies, and the dashboard, AI and settings screens run on it — so what they do, you can script.
With ordinary WordPress hooks. Ticket events fire actions on the nirohelp-tickets- prefix — ticket_created, client_commented, agent_commented and ticket_status_changed among them — and filters such as nirohelp_settings_menus, nirohelp_product_post_types and nirohelp_auto_status_transition_on_comment let you reshape the settings, share the product taxonomy with your own post types, or stop a reply from changing a ticket’s status.
Still deciding? Try it on a staging site
The help desk is free, installs in a couple of minutes, and keeps your data in your own database.