Using the FAQ system, which is an independent external module since OTRS 2.1, a knowledge database can be designed and managed, e.g. for suggestions and/or procedures related to the resolution of known errors.

Entries can be provided for internal use only, for all customers or the public. They can be created and sorted according to language or categories. The quality of FAQ articles can be evaluated by agents. The number of articles last created or last revised to be displayed can be configured without any limitations. All articles can be indexed for an efficient search.