Opened 6 years ago

Closed 16 months ago

#10755 closed task (fixed)

Provide support through webchat

Reported by: Sherief Owned by: phoul
Priority: Medium Milestone:
Component: Community/Tor Support Version:
Severity: Normal Keywords: SponsorO
Cc: Sherief, lunar, phoul Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description (last modified by lunar)

When doing support, there are some situation where it would be better to switch to a communication medium with lower latency than email. Having a way to do text based chats with our users sounds like a good idea.

This will be implemented by using an XMPP server allowing anonymous connections from a web interface on one side, and have the support team get accounts.

Users will be given access to chat-based support on an invitation basis. Support assistants will be able to create invitation “tokens” and will give out URLs to users when they need to.

This is part of SponsorO's deliverables.

Child Tickets

TicketStatusOwnerSummaryComponent
#10717closedSheriefAnti-abuse for webchat support systemUser Experience/Tor Support
#10754closedSheriefImplement an invitation based token system into webchatUser Experience/Tor Support
#10799closedScrap Prodromus as chat support framework and use QwebircUser Experience/Tor Support
#11122closedPhoulDocument webchat setupUser Experience/Tor Support
#11123closedphoulSetup Nagios probes for the webchat support systemCommunity/Tor Support
#11238closederinn, nickm, Sebastian, weaselCreate a git repo for webchatInternal Services/Service - git
#11881closedphobosInstall libapache2-mod-passenger and python-django on moschatumInternal Services/Tor Sysadmin Team
#11882closedphobosReconfigure Apache2 on moschatumInternal Services/Tor Sysadmin Team
#11883closedphobosReconfigure Prosody on moschatumInternal Services/Tor Sysadmin Team

Change History (12)

comment:1 Changed 6 years ago by Sherief

Description: modified (diff)

comment:2 Changed 6 years ago by mrphs

Summary: Provide support though webchatProvide support through webchat

comment:3 Changed 6 years ago by Sherief

Keywords: SponsorO added

comment:4 Changed 6 years ago by lunar

Owner: changed from phoul to lunar
Status: newassigned

We agreed on doing chat-support through invitations during the 2014 wintew dev. meeting.

Next step is to update the tickets on what we need to implement around the Prosody/Prodromus solutions we already have worked on.

(I'm taking over organizational matters of this as support coordinator. Colin, if you really want to go on, feel free to reassign the ticket to you. I'm happy to explain anything that's unclear.)

comment:5 Changed 6 years ago by phoul

Cc: phoul added

comment:6 Changed 6 years ago by lunar

Status: assignedaccepted

comment:7 Changed 6 years ago by lunar

Description: modified (diff)

comment:8 Changed 6 years ago by lunar

Description: modified (diff)

comment:9 Changed 3 years ago by isabela

Component: User Experience/Tor SupportCommunity/Tor Support

comment:10 Changed 3 years ago by phoul

Owner: changed from lunar to phoul
Status: acceptedassigned

comment:11 Changed 23 months ago by teor

Severity: Normal

Set all open tickets without a severity to "Normal"

comment:12 Changed 16 months ago by phoul

Resolution: fixed
Status: assignedclosed

Closing this ticket.

Webchat was offered for a period of time while under Sponsor O, Sherief wrote the PUPS system for this.

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