Support → Settings → FAQ
Agents can use FAQs while replying to tickets. They can insert either FAQ links or FAQ contents to reply descriptions just like macros or canned replies. Agents will get the FAQ tab on the individual ticket page.
Also, it adds FAQ suggestion tags in macros. It compares subject words with FAQ tags and suggests the top 3 matched results where it has been used. You can use this while replying to tickets or email notifications.
To add and edit the FAQ topics and categories you need to visit the FAQ plugin dashboard.