FAQ Plugin: Introduction and Installation

What is the FAQ Plugin?

The FAQ Plugin extends OTOBO with a central knowledge base where frequently asked questions (FAQs) can be recorded, categorized, and made searchable. 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 later
• Znuny Version: 7.0.x and later
• Perl Modules: no external dependencies
• Database: PostgreSQL or MySQL/MariaDB

Installation

1. Package Manager (Admin Interface)

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

2. Manual Installation

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

3. 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 that all default values are available.

First Steps

1. Displaying the FAQ Area

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

2. Creating the First FAQ

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

3. Categories & Language

• Create new topic areas in Administration → Categories (e.g., "Access", "Invoices").
• For multilingual support, add 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.