NiroHelp

NiroHelp is an all-in-one help desk for WordPress. A public knowledge base, a client-facing ticket system, an embeddable AI chatbot, and a ticket auto responder, all in a single plugin under one “NiroHelp” admin menu and one settings option.

The base help-desk features (docs, tickets, emails, migration) work fully offline. The optional AI features (chatbot, auto responder, doc sync) connect to the NiroHelp RAG service and require a one-time site registration.

Modules

• Docs – public knowledge base (custom post type nirohelp_doc).
• Tickets – client support queue (custom post type nirohelp_ticket).
• AI Chatbot – embeddable JavaScript widget that answers visitor questions from your synced docs.
• AI Auto Responder – replies to tickets on a delay using the same knowledge base.
• Migration – one-click import from BetterDocs, weDocs, Echo Knowledge Base, BasePress, Awesome Support, SupportCandy, and JS Help Desk.

Either Docs or Tickets can be turned off under NiroHelp > Settings > General > Modules. At least one must remain active.

Docs

• Hierarchical Topics (nirohelp_topic) and shared Products (nirohelp_product) taxonomies.
• Configurable URL structure: plain, topic-based, product-based, or nested. Selectable under Settings > Docs > Permalink.
• [nirohelp_docs] shortcode renders a grouped, searchable archive.
• Upvote and downvote buttons on every doc.
• Fancybox image zoom and Prism.js syntax highlighting in the single-doc template.
• Display settings (Settings > Docs > Display) — toggles for sidebar, breadcrumbs, prev/next pagination, rating buttons, and comments. Configurable docs per page and topic card limits.
• Reader comments on doc pages (toggle under Settings > Docs > Display).
• Doc list caching via WP object cache (Redis/Memcached) or transients, with a configurable TTL. Automatically invalidated on every doc save or delete. Toggle and lifetime under Settings > Docs > Cache.

Tickets

• Eight custom statuses: Open, In Progress, Waiting, On Hold, Resolved, Reopened, Cancelled, Closed.
• Automatic status transitions: agent reply -> In Progress, client reply -> Waiting. Configurable globally under Settings > Tickets > Behaviour or per-ticket via nirohelp_auto_status_transition_on_comment filter. Skipped when the ticket is resolved, closed, or cancelled.
• Three custom roles: nirohelp_manager, nirohelp_agent, nirohelp_user.
• [nirohelp_tickets] shortcode shows the client’s ticket list with filters and pagination.
• [nirohelp_new_ticket] shortcode renders the submission form.
• Manageable form fields – show/hide built-in fields, reorder them, mark any as required, and add unlimited custom fields (text, number, email, textarea, or select with admin-defined options) under Settings > Tickets > Form Fields.
• Agent assignment – three strategies: random (default), round-robin, or least-loaded. Set a per-agent maximum open-ticket limit. Auto-assignment can be disabled for manual-only workflows.
• Agents management page (NiroHelp > Agents) – lists all Agent-role users with their current open ticket count, total assigned, and an at-capacity badge.
• Three configurable client login methods under Settings > Tickets > Submission > Login method: (1) Verification code — client enters email, receives a 6-digit OTP, enters it to log in; (2) Magic link — client enters email, receives a one-click login link in their inbox; (3) Password — standard login form with a two-step sign-up flow (email verified via OTP before account is created).
• Optional guest ticket submission – let unauthenticated visitors submit tickets (name and email collected on the form).
• Reasons taxonomy (nirohelp_reason) and four urgency levels (Low, Medium, High, Severe).
• Notification emails on new ticket (to client and to agent), agent reply, client reply, ticket resolved, login verification code, and magic link login. Each one has a configurable Header, Subject, and Body.
• Email branding under Settings > Emails > Branding — upload logo and set footer text applied to all ticket emails.
• Placeholders supported in all email fields: ##site_name##, ##client_name##, ##agent_name##, ##ticket_id##, ##ticket_subject##, ##ticket_link##, ##ticket_product##, ##ticket_priority##, ##code## (OTP emails), ##link## (magic link email).
• Full REST API under /wp-json/nirohelp/v1/.

AI Chatbot

A vanilla-JS chat widget you embed with a single <script> tag. Generated from Settings > AI > Configure once your site is registered.

• Branding: agent name, avatar, primary color, launcher position (bottom-left or bottom-right), launcher tooltip, and panel width / height.
• Conversation copy: custom welcome message, input placeholder, and clickable “suggested prompt” chips that disappear after the first user message.
• Auto-open triggers: open the panel automatically after a delay (seconds), at a scroll percentage, or on exit-intent. Fires at most once per browsing session.
• URL targeting: data-show-on and data-hide-on accept comma-separated path patterns with * wildcards (e.g. /docs/*, /checkout/*). Path-only matching, query strings ignored. Hide rules win.
• Business hours: define windows like mon-fri:9-17, sat:10-14 in the visitor’s local time. Outside hours, swap in an offline greeting or hide the launcher entirely.
• Conversation history persisted per-browser in sessionStorage.
• Preview button renders the widget in-place using the current settings (no save needed).
• View Code copies the embed snippet for any site, WordPress or not.
• Download Plugin packages the embed code into a tiny installable WordPress plugin you can hand to a customer.

AI Auto Responder

• Runs on WP-Cron. Each new ticket and each fresh client reply schedules a single bot-reply job after a configurable delay (minutes, hours, or days).
• The delay restarts every time the client posts again, so the bot only replies if a human agent has not.
• The reply is only posted when the RAG model’s relevance score clears a configurable threshold (0-100%). Below that, the ticket stays for a human.
• Any agent reply, or any move to Resolved / Closed / Cancelled, cancels the pending bot job before it fires.
• The bot reply is posted as a ticket comment by a configurable author name (e.g. “Support Bot”) and can optionally flip the ticket status to In Progress.
• Context sent to the AI: ticket title, client name, email, order meta, product terms, urgency, and the full client/agent transcript. The latest client message is the question.

Migration

One-click import from existing help-desk plugins, runs in batches in the background and is safe to re-run.

• BetterDocs – articles + doc_category -> NiroHelp docs and topics.
• weDocs – container pages become topics; leaf pages become docs.
• Echo Knowledge Base – articles and categories from every KB (multi-KB supported).
• BasePress – articles + knowledgebase_cat -> NiroHelp docs and topics.
• Awesome Support – tickets, replies, attachments, and product / department terms -> NiroHelp tickets.
• SupportCandy – tickets, threads, customers, agent assignments, categories, priorities, tags, custom fields, and attachments -> NiroHelp tickets and comments.
• JS Help Desk (js-support-ticket) – tickets, replies, departments, products, priorities, custom fields, and attachments -> NiroHelp tickets, comments, reasons, and products.

A “Clean” action removes NiroHelp content created by a previous migration of that source. The source plugin’s data is never modified for the doc importers; for the custom-table ticket sources (SupportCandy, JS Help Desk) the Clean action also drops the imported source rows so the migration can be re-run from scratch.

Settings, REST, hooks

• All settings live in a single nirohelp_settings option, keyed [tab][section][field].
• Built on the native WordPress Settings API, extended with a repeater field type for multi-row configuration (used by Form Fields).
• Filterable schema via the nirohelp_settings_menus filter.
• REST namespace: nirohelp/v1 (docs, tickets, comments, login, wp-login, wp-signup, taxonomies, urgencies, AI register / verify / sync).
• Action hooks fire on the nirohelp-tickets-* prefix (e.g. nirohelp-tickets-ticket_created, nirohelp-tickets-client_commented, nirohelp-tickets-ticket_status_changed).
• nirohelp_ticket_form_fields() returns the active form field registry; nirohelp_ticket_form_fields_default() returns the factory defaults.
• Translation-ready (text domain nirohelp, .pot template in languages/).

External Services

NiroHelp’s core features (docs, tickets, emails, migration) work entirely offline. The optional AI features connect to the NiroHelp RAG service hosted at https://nirohelp.com.

What the service is: A retrieval-augmented generation (RAG) API that powers the AI chatbot and auto responder by searching your synced documentation and generating replies.

When data is sent:

• Site registration – when you click “Connect” in NiroHelp > AI, your site URL, site title, your name, and email are sent to https://nirohelp.com/wp-json/nirohelp-cloud/v1/sites to create an account and receive a site_key.
• Doc sync – when you click “Sync Docs”, your published documentation content is sent to https://nirohelp.com/wp-json/nirohelp-cloud/v1/sync so it can be indexed for AI queries.
• Chatbot queries – each visitor message sent to the chatbot is forwarded to https://nirohelp.com/wp-json/nirohelp-cloud/v1/ask along with your site_key.
• Auto responder – when a new ticket arrives, the ticket title, client name, email, order reference, product terms, urgency, and the client/agent conversation transcript are sent to https://nirohelp.com/wp-json/nirohelp-cloud/v1/respond to generate a suggested reply.
• Usage & logs – the plugin periodically fetches usage statistics and log entries from https://nirohelp.com/wp-json/nirohelp-cloud/v1/usage and https://nirohelp.com/wp-json/nirohelp-cloud/v1/logs using your site_key.
• Disconnection – when you click “Disconnect”, your site_key is sent to https://nirohelp.com/wp-json/nirohelp-cloud/v1/unverify to deregister the site.

No data is sent to the NiroHelp RAG service unless you explicitly enable the AI features and register your site.

• NiroHelp Terms of Service
• NiroHelp Privacy Policy