Znuny FAQ Plugin: Daily Usage in Agent and Customer Portal
This Znuny FAQ usage guide covers day-to-day work with the FAQ plugin and Znuny knowledge base — including how to insert FAQ into ticket replies. 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- Set outdated articles to Invalid instead of deleting — history remains available.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 access and manage FAQs in Znuny?
Agents find the FAQ section in the Znuny agent interface by navigating to SelfService → FAQ. This dedicated module serves as the central knowledge base where agents can search for existing articles, create new ones, edit content, and manage categories. It's designed to help agents quickly find answers and reuse information when responding to tickets, significantly reducing repetitive typing and ensuring consistent communication. The system also supports displaying "Top 10" lists of frequently used articles if configured via FAQ::Top10Items.
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How can agents efficiently insert FAQ content into a ticket reply?
When an agent is composing a reply to a ticket, they can access the FAQ panel directly within the compose dialog. From this panel, agents can search for relevant FAQ articles. Once a suitable article is found, its content can be inserted into the ticket reply. The method of insertion—as plain text, a link, or a button—is determined by the FAQ::TicketCompose::InsertMode SysConfig key. This functionality streamlines the process of providing consistent and accurate information to customers, saving time and improving response quality. Agents also have the option to link the FAQ article directly to the ticket using LinkObject::PossibleLink###FAQ2Ticket.
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What are the steps to create and publish a new FAQ article in Znuny?
To create a new FAQ article, navigate to SelfService → FAQ and click on "Add FAQ". You'll need to provide a clear title and assign the article to an appropriate category. The answer content can be written using a rich text editor, with HTML tags allowed as per FAQ::Item::HTMLAllowTags configuration. Crucially, to make the article visible to agents and, if configured, to customers in the self-service portal, its status must be set to "Valid". Optionally, you can link related articles or utilize Dynamic Fields for additional metadata. If FAQ::ApprovalRequired is enabled, changes or new articles might require an approval workflow before becoming live.
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How do customers access and utilize the FAQ knowledge base for self-service?
Customers can access the FAQ knowledge base through the Znuny customer portal, where a dedicated "FAQs" module is available. This self-service functionality allows end-users to browse published articles and find answers to their questions without needing to open a ticket. To enable this, the Customer/Public frontend modules must be activated in SysConfig. While customers can view articles, they cannot create or edit them; that functionality is reserved for agents with appropriate permissions. The system also supports customer voting (FAQ::Voting::Enable) on articles, providing valuable feedback for knowledge base maintenance.
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What are the best practices for maintaining an effective and up-to-date Znuny knowledge base?
Maintaining an effective knowledge base involves several key practices. Firstly, structure your FAQ categories clearly, using intuitive groupings like "Access," "Billing," or "Technical Issues." Regularly review resolved tickets to identify recurring problems and convert their solutions into new FAQ articles, preventing future repetitive inquiries. Instead of deleting outdated articles, set their status to "Invalid" to retain historical data while removing them from active view. Leverage customer voting (FAQ::Voting::Enable) to identify helpful articles and areas needing improvement. For international teams or multilingual customer bases, enable FAQ::MultiLanguage to maintain translations per article.
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Can customers contribute or edit FAQ articles in Znuny?
No, customers cannot contribute or edit FAQ articles directly in Znuny. The ability to create, modify, or publish FAQ articles is restricted to agents who are signed into an agent account and possess the necessary FAQ permissions. The customer portal's FAQ module is designed purely for self-service viewing, allowing customers to browse and search published articles to find solutions independently. This separation ensures that the knowledge base content remains accurate, consistent, and professionally managed by the support team.
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How does Znuny's FAQ plugin support multiple languages for international use?
Znuny's FAQ plugin supports multiple languages through the FAQ::MultiLanguage SysConfig option. When enabled, this feature allows administrators and agents to maintain translations for each FAQ article. This is particularly beneficial for organizations with international teams or a multilingual customer base, as it ensures that knowledge base content is accessible and understandable in various languages. By providing translated articles, businesses can enhance the self-service experience for global customers and improve internal agent efficiency across different linguistic regions.
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