This was a valuable feature of VTiger. When one has gone through a timely process of troubleshooting and closed the ticket, should this issue arise again in the future there is a chance the user will waste time going through the entire process again to solve the ticket, finding a previous ticket (or better being able to convert it into a FAQ) saves a lot of time.
Did you already find a possibility to add FAQs in Dolibarr? And even better to convert a ticket to a FAQ. But just adding FAQs would be great!
It is possible to add new fields for the ticket module for Q&A! It will also be visable for the customers and searchable.