Znuny - FAQ-Plugin: Introduction and Installation

Znuny - FAQ-Plugin: Introduction and Installation

What is the FAQ-Plugin?

The FAQ-Plugin extends Znuny with a central knowledge base where frequently asked questions (FAQs) can be 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

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

Installation

1. Package Manager (Admin Interface)

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

2. 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.

3. Database Migration

• After installation, run the migration command in the terminal:

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

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

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 will appear in the customer portal, allowing end users to search for questions.

2. 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.

3. 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.