Description

Improves general navigation in the FAQ by providing a side bar with quick links within the FAQ, a table of contents for the articles, and improved linking capabilities between FAQ articles.

System requirements

Framework

OTOBO 11.0.x

Packages

FAQ 11.0.10

Third-party software

-

Usage

For each combination of interface (agent, customer, public) and language a side bar can be defined in the new side-bar settings screen in the FAQ. Accessing FAQZoom without a specific article selected, will default to the “default article” set in the same setting. When writing new FAQ articles, using the format “#SomeWord” will show a selection of FAQ articles which can be linked to.

Configuration Reference

Frontend::Agent::ModuleRegistration

Frontend::Module###AgentFAQAutoComplete

Frontend module registration for the agent interface.

Frontend::Module###AgentFAQSidebar

Frontend module registration for the agent interface.

Frontend::Agent::ModuleRegistration::Loader

Loader::Module::AgentFAQAdd###003-FAQExtendedNavigation

Loader module registration for the agent interface.

Loader::Module::AgentFAQEdit###003-FAQExtendedNavigation

Loader module registration for the agent interface.

Loader::Module::AgentFAQExplorer###003-FAQExtendedNavigation

Loader module registration for the agent interface.

Loader::Module::AgentFAQSidebar###002-FAQ

Loader module registration for the agent interface.

Loader::Module::AgentFAQZoom###003-FAQExtendedNavigation

Loader module registration for the agent interface.

Frontend::Agent::ModuleRegistration::MainMenu

Frontend::Navigation###AgentFAQSidebar###002-FAQ

Main menu item registration.

Frontend::Navigation###AgentFAQZoom###002-FAQ

Main menu item registration.

Frontend::Base::FAQSideBar

AgentFAQSideBar::Articles###001

Configure the articles for the agent interface sidebar, according to the language. Relevant fields: Language: Defines the language in which the sidebar will be displayed; DefaultItemID: ID of the FAQ article that will be displayed by default in the Zoom view; CustomGroupOrder: Custom order for displaying the article grouping categories; Articles: Definition of the grouping categories and the articles to display, up to 2 levels deep. For example: Service Desk::10 will display the link to the FAQ article with ID=10 for the “Service Desk” group, or Service Desk::Security::20 will display the “Service Desk > Security” group and within it the link to the FAQ article with ID=20.

CustomerFAQSideBar::Articles###001

Configure the articles for the customer interface sidebar, according to the language. Relevant fields: Language: Defines the language in which the sidebar will be displayed; DefaultItemID: ID of the FAQ article that will be displayed by default in the Zoom view; CustomGroupOrder: Custom order for displaying the article grouping categories; Articles: Definition of the grouping categories and the articles to display, up to 2 levels deep. For example: Service Desk::10 will display the link to the FAQ article with ID=10 for the “Service Desk” group, or Service Desk::Security::20 will display the “Service Desk > Security” group and within it the link to the FAQ article with ID=20.

FAQSideBar::Agent::Enabled

Determines if the sidebar is enabled for Agent Interface.

FAQSideBar::Customer::Enabled

Determines if the sidebar is enabled for Customer Interface.

FAQSideBar::ExpandSubcategories

Determines if the subcategories must be expandes on Sidebar init.

FAQSideBar::Public::Enabled

Determines if the sidebar is enabled for Public Interface.

PublicFAQSideBar::Articles###001

Configure the articles for the public interface sidebar, according to the language. Relevant fields: Language: Defines the language in which the sidebar will be displayed; DefaultItemID: ID of the FAQ article that will be displayed by default in the Zoom view; CustomGroupOrder: Custom order for displaying the article grouping categories; Articles: Definition of the grouping categories and the articles to display, up to 2 levels deep. For example: Service Desk::10 will display the link to the FAQ article with ID=10 for the “Service Desk” group, or Service Desk::Security::20 will display the “Service Desk > Security” group and within it the link to the FAQ article with ID=20.

Frontend::Base::FAQTableOfContents

FAQTableOfContents::MaxDepth

Determines the maximum depth levels for each field in tht TOC.

Frontend::Base::Loader

Loader::Agent::CommonCSS###210-FAQExtendedNavigation

List of CSS files to always be loaded for the agent interface.

Loader::Agent::CommonJS###210-FAQExtendedNavigation

List of JS files to always be loaded for the agent interface for FAQ.

Loader::Customer::CommonJS###210-FAQExtendedNavigation

List of JS files to always be loaded for the customer interface for FAQ.

Frontend::Customer::ModuleRegistration::Loader

Loader::Module::CustomerFAQExplorer###003-FAQExtendedNavigation

Loader module registration for the customer interface.

Loader::Module::CustomerFAQZoom###003-FAQExtendedNavigation

Loader module registration for the customer interface.

Loader::Module::CustomerTicketMessage###003-FAQExtendedNavigation

Loader module registration for the customer interface.

Frontend::Public::ModuleRegistration::Loader

Loader::Module::PublicFAQExplorer###003-FAQExtendedNavigation

Loader module registration for the public interface.

Loader::Module::PublicFAQSearch###003-FAQExtendedNavigation

Loader module registration for the public interface.

Loader::Module::PublicFAQZoom###003-FAQExtendedNavigation

Loader module registration for the public interface.

About

Contact

Rother OSS GmbH

Email: hello@otobo.io

Web: https://otobo.io

Version

Author: Rother OSS GmbH / Version: 11.0 / Date of release: 2026-05-31

Index