OTOBO FAQ Plugin: Daily Usage in Agent and Customer Portal
This guide covers day-to-day work with the FAQ plugin in OTOBO — after installation. For SysConfig details, see the configuration reference.
Search and reuse FAQs
Section titled “Search and reuse FAQs”Agents open SelfService → FAQ and use search or categories to find ready-made answers. Frequently used articles can appear in Top 10 lists when FAQ::Top10Items is configured.
Tip: Write titles the way customers describe their problems — that improves search hits and self-service adoption.
Create and maintain FAQ articles
Section titled “Create and maintain FAQ articles”- Choose Add FAQ, set title and category.
- Write the answer (HTML allowed per
FAQ::Item::HTMLAllowTags). - Set status to Valid to publish the article.
- Optionally link related articles or use Dynamic Fields.
Changed articles can go through an approval workflow when FAQ::ApprovalRequired is enabled.
Insert FAQs into tickets
Section titled “Insert FAQs into tickets”While working a ticket:
- Search FAQ articles in the compose dialog.
- Insert content as text, link, or button (see
FAQ::TicketCompose::InsertMode). - Optionally link FAQ ↔ ticket (
LinkObject::PossibleLink###FAQ2Ticket).
This cuts repetitive typing and keeps replies consistent.
Customer self-service
Section titled “Customer self-service”In the customer portal, end users see published FAQs under the FAQs module. Enable Customer/Public frontend modules in SysConfig when anonymous or logged-in customers should find help without creating a ticket.
Voting (FAQ::Voting::Enable) shows which articles help — useful for regular knowledge maintenance.
Best practices
Section titled “Best practices”- Structure categories clearly (e.g. access, billing, technical).
- Review resolved tickets: turn recurring solutions into FAQs.
- Set outdated articles to Invalid instead of deleting — history remains available.
- For AI-assisted maintenance and generation, see FAQ with AI.
Frequently asked questions
Where do agents find and utilize FAQs within OTOBO?
Agents access the FAQ knowledge base directly from the agent interface by navigating to SelfService → FAQ. This central location allows them to efficiently search for existing articles using keywords or by browsing through structured categories. The primary goal is to quickly find ready-made answers to common customer inquiries, which can then be reused in ticket replies. For frequently referenced information, OTOBO can also display a "Top 10" list of articles, provided the FAQ::Top10Items SysConfig key is appropriately configured. This streamlines the process of finding relevant information and ensures consistent communication.
How can agents effectively insert FAQ content into a customer ticket?
When an agent is composing a reply to a ticket, they can seamlessly integrate FAQ content directly into the communication. Within the compose dialog, there's an integrated FAQ panel that allows agents to search for relevant articles. Once a suitable FAQ is found, it can be inserted into the ticket in various formats: as plain text, a direct link to the FAQ article, or even as an interactive button. The specific insertion mode available depends on the FAQ::TicketCompose::InsertMode SysConfig key. This functionality significantly reduces repetitive typing, ensures consistency in responses, and can optionally link the FAQ article to the ticket using LinkObject::PossibleLink###FAQ2Ticket for better traceability.
What is the process for creating a new FAQ article in OTOBO?
Creating a new FAQ article in OTOBO is a straightforward process designed to expand your knowledge base. First, navigate to the FAQ section and select Add FAQ. You'll then need to provide a clear title for the article and assign it to an appropriate category, which helps with organization and searchability. Next, write the detailed answer content. OTOBO supports HTML within the answer, as governed by the FAQ::Item::HTMLAllowTags SysConfig key, allowing for rich formatting. Crucially, to make the article visible and available to agents (and customers, if configured), you must set its status to Valid. Optionally, you can link related articles to provide more comprehensive information or utilize Dynamic Fields for additional data. For organizations requiring oversight, changed articles can be routed through an approval workflow if FAQ::ApprovalRequired is enabled.
Can customers access OTOBO FAQs for self-service without needing to open a support ticket?
Yes, OTOBO is designed to empower customers with self-service capabilities through its FAQ module. In the customer portal, end users can find a dedicated FAQs module where they can browse published articles. This allows customers to independently search for answers to their questions and resolve common issues without the need to create a new support ticket, significantly reducing agent workload and improving customer satisfaction. To enable this functionality, the relevant Customer/Public frontend modules must be activated in SysConfig. Furthermore, the FAQ::Voting::Enable setting allows customers to provide feedback on the helpfulness of articles, which is an invaluable tool for continuous knowledge base improvement and maintenance.
What are the best practices for maintaining an up-to-date and effective OTOBO knowledge base?
Maintaining a current and relevant knowledge base is crucial for its effectiveness. Start by structuring your FAQ articles with clear and logical categories, such as "Access Issues," "Billing," or "Technical Support," to improve navigability and search results. Regularly review resolved tickets to identify recurring issues; solutions to these can be transformed into new FAQ articles, enriching your knowledge base. Leverage the LinkObject feature to link FAQs directly to related tickets, providing context and improving traceability. Pay attention to customer feedback from the voting feature (FAQ::Voting::Enable), as this highlights which articles are most helpful and which might need improvement. For articles that become outdated, set their status to Invalid instead of deleting them, preserving historical data. If enabled via FAQ::ApprovalRequired, ensure changed articles go through an approval workflow before publication. For advanced maintenance and generation, consider integrating AI tools, as detailed in the FAQ with AI guide.
Does the OTOBO FAQ plugin support multiple languages for its articles?
Yes, the OTOBO FAQ plugin fully supports multiple languages, making it an invaluable feature for international teams and organizations serving a multilingual customer base. By enabling the FAQ::MultiLanguage SysConfig key, administrators can maintain translations for each FAQ article. This means that a single FAQ can have different versions tailored to various languages, ensuring that agents and customers alike can access information in their preferred language. This capability significantly enhances the usability of the knowledge base across diverse linguistic groups, promoting clarity and consistency in communication, and ultimately improving the self-service experience for global users.