Skip to content
OTOBO Community Guide

OTOBO - FAQ-Plugin: Introduction and Installation

What is the FAQ-Plugin?

Section titled “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 enables customers to find solutions independently in the self-service area.

Compatibility & System Requirements

Section titled “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

Section titled “Installation”
  1. Package Manager (Admin Interface)
  • Log in to the OTOBO admin area.
  • Navigate to System Administration → Package Manager.
  • Search for FAQ and click on Install.
  1. 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.
  1. Database Migration
  • After installation, run the migration command in the terminal:
Terminal window
bin/otobo.Console.pl Maint::Database::Upgrade
  • Check in Admin → System Administration → SysConfig → Core → FAQ whether all default values are available.

First Steps

Section titled “First Steps”
  1. Display FAQ Area
  • Agents will find a new item for managing questions in the menu under SelfService → FAQ.
  • A new FAQs module appears in the customer portal, allowing end users to search for questions.
  1. Create 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.
  1. Categories & Language
  • Create new topic areas in Administration → Categories (e.g., “Access”, “Invoices”).
  • For multilingual support, provide 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.

Frequently asked questions

What is the OTOBO FAQ plugin used for?

It provides a searchable knowledge base of frequently asked questions so agents can reuse answers and customers can help themselves.

What are the first steps after installing the FAQ plugin?

Confirm compatibility, finish installation, then create categories and your first FAQ articles so the knowledge base is ready to use.

Do agents need special rights to manage FAQs?

Yes. FAQ creation and editing typically require the appropriate agent permissions configured in OTOBO.