NiroHelp – AI-Native Helpdesk for Knowledge Base, Tickets, AI Chatbot, AI Ticket Responder and more

NiroHelp is a WordPress help desk plugin that combines a knowledge base, a support ticket system and optional AI. The AI chatbot and auto-responder answer customers from the documentation you publish, and leave the conversation to your team when they are not confident. See what it does on nirohelp.com.

Yes. The knowledge base, ticketing, email notifications, dashboard and migration tools are free, with unlimited agents, tickets and docs. AI features are optional and need a paid NiroHelp plan. See NiroHelp pricing.

The AI: the chatbot, the ticket auto-responder, AI reply drafts, sentiment, the daily briefing and the Ask NiroHelp copilot. Starter covers one site, Growth five and Agency ten, each with a monthly allowance of AI answers and unlimited agents. Everything else — docs, tickets, assignment, roles, emails, the dashboard's free panels and all seven importers — is in the free plugin.

One credit is one AI answer: a chatbot reply, an auto-responder reply or an Ask NiroHelp question. Length makes no difference. The allowance is shared across every connected site and renews monthly. If it runs out, the AI pauses until it renews and nothing else changes — tickets keep arriving, your team keeps answering, the knowledge base keeps working. The Usage panel on the AI screen shows what is left and the renewal date.

It searches your synced docs and scores how well they answer the question. If the score clears your confidence threshold, the reply is posted after your response delay. If it does not, nothing is posted and the ticket waits for an agent.

Yes. Set the confidence threshold from 0 to 100% (default 70%) and the response delay in minutes, hours or days (default 5 minutes) under NiroHelp → AI → Auto Responder. The AI auto-responder page walks through both settings.

It stays silent. No reply is posted, the attempt is recorded in the AI logs with its score and the reason it held back, and the ticket stays in your queue for a human agent. The customer sees nothing unusual.

No. Each client message schedules at most one AI reply, and a new client message restarts the delay. Any agent reply, or resolving, closing or cancelling the ticket, cancels the pending AI reply.

No. There is no OpenAI, Anthropic or other model key to set up. You connect your site to NiroHelp Cloud once, from inside WordPress.

Click Sync Docs under NiroHelp → AI. NiroHelp Cloud reads your published, publicly visible docs and indexes them. Syncing is manual, so unfinished drafts never reach answers, and NiroHelp reminds you to sync after you edit or publish a doc. See syncing docs.

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 — see disconnecting and reconnecting AI.

Key numbers for the range you pick (7, 30 or 90 days, this week or this month), three work queues, a busiest-hours heatmap, agent workload, doc insights and an activity feed. With AI connected it adds the daily briefing, the customer sentiment split, AI performance and chatbot outcomes. More on the dashboard page.

By risk rather than by date: how long the customer has waited, whether anyone has replied at all, the urgency on the ticket and how the recent replies read. Reopened tickets lead the queue. Tickets rise when several of those line up badly.

The AI service labels each ticket positive, neutral or negative and notes what is blocking the customer, about two minutes after the latest message, with an hourly catch-up. A ticket it has not reached yet is shown as undecided rather than guessed at, and an agent can override the label or re-analyse the ticket from the ticket screen.

Yes. Switch either module off under NiroHelp → Settings → General. At least one must stay on, and turning a module off deletes nothing.

Customers never use wp-admin and do not need a password. The first time someone submits a ticket, NiroHelp creates a minimal NiroHelp User account for them, and they sign in with an emailed code or magic link. New accounts are only created when your site allows it: either WordPress's "Anyone can register" setting or NiroHelp's "Create accounts for new clients" setting must be on.

Yes. Turn on guest submissions under Settings → Tickets → Submission. Visitors enter their name and email with the ticket and receive a sign-in link by email.

Yes. Customers and agents can attach PNG, JPG, PDF and ZIP files, up to 10 MB by default, to tickets and replies. They never go through the media library: NiroHelp writes them into a protected folder and serves them through a route that checks who is asking, so the customer role needs no WordPress upload permission. Developers can change the allowed types and size with the nirohelp_attachment_types and nirohelp_attachment_max_bytes filters.

A client reply moves the ticket to Waiting (your team's turn) and an agent reply moves it to In Progress (the client's turn). Resolved, Cancelled and Closed tickets are left alone. Switch the behaviour off under Settings → Tickets → Behaviour, or filter it per ticket with nirohelp_auto_status_transition_on_comment. See ticket statuses.

Yes. The chatbot is a single <script> tag that works on any website. For another WordPress site, Download Plugin gives you a tiny plugin that adds the widget without touching code. See the AI chatbot page.

Yes. List the URL paths to show or hide it on, with * wildcards such as /docs/*. Only the path is matched, not the query string, and hide rules win when a page matches both lists.

Yes. Set the agent name, avatar, accent colour, position, welcome message, suggested questions, input placeholder, launcher label, panel size and business hours, switch the "Powered by NiroHelp" footer off, and preview the result before copying the code. Agencies can brand it separately for each client site — see customizing the chatbot.

Optionally. Turn on lead collection and the bot asks for them early in the conversation, matching a known address to its WordPress account. It is off by default, and the widget works without it.

New tickets are assigned automatically with random, round-robin or least-loaded assignment, skipping agents who have reached their ticket cap. You can also turn auto-assignment off and assign tickets by hand.

As many as you like. NiroHelp has no per-agent limits and no seat pricing.

Yes. Under Settings → Tickets → Form fields, show, hide and reorder the built-in fields, mark fields as required, and add custom text, number, email, textarea or select fields.

Yes. Each of the seven emails has an editable header, subject and body with placeholders, plus a shared logo, footer, brand colour, background and content width. Emails are sent through wp_mail, so they work with any SMTP plugin.

Not in this version. Tickets are created from the ticket form, the embeddable ticket widget or the REST API, and notification emails bring customers back to their ticket with a one-click sign-in link. Email piping — piping a support mailbox into the queue over IMAP or POP3 — is on the roadmap.

Keep the old plugin active, open NiroHelp → Settings → Migration and click Migrate next to it. Each button stays disabled until that plugin is detected. The import runs in the background and is safe to run again. Use Clean only after checking the result: it permanently deletes the migrated data from the old plugin, and there is no undo. Each source has its own guide under Migrate.

Yes, especially for tickets. An import is recorded as history, not news: replayed replies send no email, book no AI reply and keep the status the old help desk recorded, and nothing is posted to Slack or a webhook. A staging copy still shows exactly what lands, and how it reads, before your team sees it. See migrating from other plugins.

In your WordPress database. Docs and tickets are posts, replies are comments, and attachments are in your uploads folder; webhook endpoints, their delivery log and the delivery queue are in three tables of the plugin's own. The AI features send only the data listed under External services to NiroHelp Cloud, and Slack and webhooks send only what is listed there too.

Nothing is deleted. Disabling a module hides its screens and shortcodes. Uninstalling NiroHelp leaves your docs, tickets, replies and settings in the database.

Yes. Docs and ticket screens appear inside regular pages through shortcodes, so they work with classic and block themes.

Yes. Every string uses the nirohelp text domain, and a .pot template is included in the languages folder.

More answers are on the NiroHelp FAQ, common issues are in troubleshooting, and the full manual is at nirohelp.com/docs.

Yes. Open NiroHelp → Integrations → Slack, create a Slack app from the manifest shown there, install it to your workspace, then paste its bot token and signing secret and click Connect. Pick a default channel, switch on the notifications you want, and each ticket gets one thread that later events reply in. See the Slack guide.

Yes, with a webhook. Under NiroHelp → Integrations → Webhooks, add an HTTPS endpoint and choose its events. Each delivery is signed with that endpoint's secret in an X-NiroHelp-Signature header, so the receiver can check it came from your site. See the webhooks guide.

Yes. The /wp-json/nirohelp/v1/ namespace covers docs, tickets, comments, attachments, settings, migration, AI, integrations, webhooks and the dashboard, and action and filter hooks cover the ticket lifecycle. Routes and hooks are listed in the REST API reference.