內容簡介
NiroHelp 是一款全方位的 WordPress 客服系統，結合了公共知識庫、客戶票務系統、可嵌入的 AI 聊天機器人及自動回覆功能，讓使用者能夠在一個外掛中輕鬆管理客戶支援。
【主要功能】
• 公共知識庫，提供客戶自助查詢
• 客戶票務系統，管理支援請求
• 可嵌入的 AI 聊天機器人，回答訪客問題
• 自動回覆功能，延遲回覆票務請求
• 一鍵匯入其他知識庫資料
• 自訂 URL 結構，提升搜尋引擎友好性
外掛標籤
開發者團隊
原文外掛簡介
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