FAQ Plugin: Introduction and Installation for OTOBO

What is the FAQ plugin?

The FAQ plugin extends OTOBO with a central knowledge base where frequently asked questions (FAQs) are recorded, categorized, and made available in a searchable format. This allows agents to quickly access pre-written answers and customers to find solutions independently in the self-service area.

Compatibility & System Requirements

OTOBO version: 11.0.x and higher
Znuny version: 7.0.x and higher
Perl modules: no external dependencies
Database: PostgreSQL or MySQL/MariaDB

Installation

Package Manager (Admin Interface)

Log in to the OTOBO admin area.
Navigate to System Administration → Package Manager.
Search for FAQ and click on Install.

Manual Installation

Download the add-on archive and extract it into the Kernel/Config/Files/ directory.
In the admin area under System Administration → Update, select Reload File System to integrate the new modules.

Database Migration

After installation, run the migration command in the terminal:

bin/otobo.Console.pl Maint::Database::Upgrade

Check in Admin → System Administration → SysConfig → Core → FAQ whether all default values are available.

Getting Started

Displaying the FAQ Area

Agents will find a new item for managing questions in the menu under SelfService → FAQ.
A new FAQs module will appear in the customer portal, allowing end users to search for questions.

Creating Your First FAQ

Click on Add FAQ in the agent interface.
Assign a title, select a category, and create the answer text.
Activate the question with the status Valid.

Categories & Language

Create new topic areas in Administration → Categories (e.g., “Access”, “Invoices”).
For multilingual support, store alternative texts for different languages.

Congratulations! Your FAQ plugin is installed and ready to use. In usage.md you will find detailed instructions for daily work with FAQs. In ai-integration.md you can also learn how to automate your knowledge management using Artificial Intelligence.