Switching from SupportCandy to NiroHelp
Your tickets and every thread move across in one click, with categories and assigned agents. Then add a knowledge base, and an AI that answers tickets from it — in the same plugin.
Free plan on WordPress.org · Importing never modifies SupportCandy
The mapping
- SUPPORTCANDYTickets
- NIROHELPTickets
- SUPPORTCANDYThreads
- NIROHELPReplies
- SUPPORTCANDYCategories
- NIROHELPReasons
- SUPPORTCANDYAssigned agent
- NIROHELPAgent
What comes across
- Every active ticket
- Subject and date, credited to the customer’s WordPress account where they have one.
- Every thread
- The conversation, in order, as replies on the ticket — private notes included, as ordinary replies.
- Categories
- Each SupportCandy category becomes a ticket reason.
- Assigned agent
- The first agent on each ticket becomes its NiroHelp agent.
- Closed tickets
- A ticket closed in SupportCandy arrives closed.
What doesn't: Priorities, tags, custom fields and anything you had deleted in SupportCandy stay behind. Attachments are not copied into your Media Library — each message lists its files by name and address, and the files stay where SupportCandy stored them. No accounts are created either, so a guest’s ticket arrives without a customer attached.
Four steps, about ten minutes
Keep SupportCandy activated while this runs — NiroHelp reads from it, and the Migrate button stays greyed out if it can't find it.
Install NiroHelp
Add it from your dashboard and activate it. Leave SupportCandy switched on, and keep the AI auto-responder off until the import is done.
Open the Migration tab
NiroHelp → Settings → Migration. SupportCandy shows up as detected, with its Migrate button enabled.
Click Migrate
It imports in batches in the background. A progress panel keeps count — you can close the tab.
Check and go live
Review the imported tickets, then link your menus to the My Tickets and Submit a Ticket pages.
Why it's safe to just try it
Run it on staging, or run it twice — the import never changes SupportCandy. Deleting the old copies is a separate step you take when you're ready.
SupportCandy is only read
The import only reads SupportCandy's tables. Nothing in them is edited or deleted.
Safe to run twice
Already-imported tickets are marked and skipped on the next run.
Clean up when you’re ready
Once you've checked the import, Clean deletes SupportCandy's copies — after asking — and keeps every NiroHelp copy.
Handles a long history
Imports in resumable batches, so years of tickets are fine.
What you add on top of your SupportCandy tickets
Everything here is in NiroHelp today — check it against what your SupportCandy setup does now.
| NiroHelp | Plan | |
|---|---|---|
| Knowledge base with topics and search | Included — NiroHelp | Free |
| Products shared by articles and tickets | Included — NiroHelp | Free |
| Customer login by code, magic link or password | Included — NiroHelp | Free |
| Random, round-robin or least-loaded assignment | Included — NiroHelp | Free |
| Dashboard that flags tickets needing attention | Included — NiroHelp | Free |
| AI chatbot that answers from your articles | Included — NiroHelp | Pro |
| AI auto-responder for tickets | Included — NiroHelp | Pro |
| Email piping from your mailbox | Included — NiroHelp | Pro |
Knowledge base with topics and search
- NiroHelp
- Included — NiroHelp
- Plan
- Free
Products shared by articles and tickets
- NiroHelp
- Included — NiroHelp
- Plan
- Free
Customer login by code, magic link or password
- NiroHelp
- Included — NiroHelp
- Plan
- Free
Random, round-robin or least-loaded assignment
- NiroHelp
- Included — NiroHelp
- Plan
- Free
Dashboard that flags tickets needing attention
- NiroHelp
- Included — NiroHelp
- Plan
- Free
AI chatbot that answers from your articles
- NiroHelp
- Included — NiroHelp
- Plan
- Pro
AI auto-responder for tickets
- NiroHelp
- Included — NiroHelp
- Plan
- Pro
Email piping from your mailbox
- NiroHelp
- Included — NiroHelp
- Plan
- Pro
Unlimited agents and unlimited tickets on every plan, including the free one.
After the import
Three things to check before customers sign in.
Look for private notes
SupportCandy notes and log entries arrive as ordinary replies, which customers can read. Delete any that were meant for your team.
Review ticket statuses
Tickets with a conversation can arrive marked as waiting on your team. Filter the imported tickets and close the ones that were already finished.
Start your knowledge base
Write articles for the questions your old tickets keep asking, then run a Sync on Pro so the AI can answer from them.
FAQ
Questions about switching
No — the opposite. Leave SupportCandy activated while the import runs, because NiroHelp reads directly from it. The Migrate button stays disabled until it detects SupportCandy is present. Once the import is finished and you have checked the results, you can deactivate SupportCandy whenever you like.
They come across as ordinary replies — the importer does not tell a note or a log entry from a message. Customers can read the replies on their own tickets, so review the imported tickets and delete internal notes before inviting customers in.
Their tickets do, but no WordPress accounts are created, so a guest’s ticket arrives without a customer attached. Customers who had a WordPress account keep their tickets under that account.
The files stay where SupportCandy uploaded them and are not copied into your Media Library. Each imported message lists its files by name and address instead.
Not in a form NiroHelp uses. The values are saved alongside each ticket, but NiroHelp does not display them, and priorities are not mapped onto its urgency field. Categories and assigned agents do carry over.
Nothing breaks. Every imported ticket is marked with the SupportCandy ticket it came from, so a second run skips it and brings over only tickets opened since. Replies added in SupportCandy to a ticket that has already come across are not picked up.
Clean is for after you have checked the import. It permanently deletes the imported tickets, threads and attachment records from SupportCandy’s tables, and keeps every NiroHelp copy. The files themselves, and SupportCandy’s customers, agents and categories, stay. It asks before it runs; take a backup first, because there is no undo.
The chatbot and the ticket auto-responder are Pro features. Ticketing, the knowledge base and this migration are all in the free plan on WordPress.org — so you can finish the whole switch before deciding about the AI.
Try it on a staging copy first
Import your ticket history, look around, and decide. SupportCandy keeps working the whole time.