FAQs
FAQs stay in the ticket system. Studio only chooses which areas can be searched.
FAQs
FAQ articles live in the ticket system. Studio does not edit them. Agents and chatbots only choose which FAQ areas they may search.
Create and publish FAQs in the ticket system’s FAQ module (Znuny / OTOBO FAQ, KIX knowledge base, Zammad knowledge base). After you publish or change an article, the search index on this server picks it up. You can look at that index under Meilisearch. The ticket system stays the source of truth.
Which areas a chatbot or reply draft may use
On the chatbot or on a reply-draft agent, FAQs to search has three areas:
| Area | Who can already see those FAQs |
|---|---|
| Public | Anyone, including people who are not logged in |
| Customer | Customer portal (KIX: Show in customer portal; OTOBO: external) |
| Internal | Agents only |
Match the area to the audience. A public chatbot should not search internal FAQs. KIX has no public FAQ area — use Customer or Extra knowledge.
Extra knowledge on the same page is text you type in Studio. It is not an FAQ article.