Opened 6 years ago

Closed 6 years ago

Last modified 6 years ago

#10894 closed defect (fixed)

Please make it clearer that help desk is not a bridge autoresponder

Reported by: lunar Owned by: brade
Priority: Medium Milestone:
Component: Applications/Tor Launcher Version:
Severity: Keywords: MikePerry201402R
Cc: mcs, mikeperry, admin@… Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

Hi!

The current “Bridge Relay Help” screen puts a terrible load on the support as it is.
There is currently no layering and it confuses users.

We see many messages with a body of “get bridges” sent to the help desk instead of BridgeDB.

Would it be possible to better frame the three options? An idea could be:

If you are unable to connect to the Tor network, […] Here are three way you can learn
bridge addresses:

1. Through the web
------------------

Use a web browser to visit […]

2. Through the email autoresponder
----------------------------------

Send a mail to bridges@bridges.torproject.org […]

3. Through the help desk
------------------------

Politely ask bridges by mailing help@rt.torproject.org. Please be nice, this will
take human efforts here.

Or something like that…

Child Tickets

Attachments (1)

BridgeRelayHelp-2.png (104.4 KB) - added by brade 6 years ago.
Proposed redesign of bridge relay help

Download all attachments as: .zip

Change History (10)

comment:1 Changed 6 years ago by arma

My first thought is that we should just remove option 3 entirely from the text. There is a bridge autoresponder. You can't expect to get bridges from help@rt.

comment:2 Changed 6 years ago by lunar

Except that BridgeDB will only reply to a very limited subset of Internet domains currently.

comment:3 Changed 6 years ago by brade

Cc: mcs mikeperry added

comment:4 Changed 6 years ago by phoul

Cc: admin@… added

Changed 6 years ago by brade

Attachment: BridgeRelayHelp-2.png added

Proposed redesign of bridge relay help

comment:5 Changed 6 years ago by brade

Please review the proposed redesign (screenshot attached).
To avoid confusion, we opted to hide the "For assistance, contact help@…" line that appears at the bottom of every other wizard screen.

comment:6 Changed 6 years ago by lunar

Looks awesome! Thank you very much for supporting the support team.

One minor changes: like on the other string, “unlisted relays” should replace “hidden relays” to prevent confusion with hidden services.

comment:7 Changed 6 years ago by mikeperry

Keywords: MikePerry201402R added

comment:8 in reply to:  6 Changed 6 years ago by brade

Resolution: fixed
Status: newclosed

Replying to lunar:

One minor changes: like on the other string, “unlisted relays” should replace “hidden relays” to prevent confusion with hidden services.

Good catch. All of this has been committed now:
https://gitweb.torproject.org/tor-launcher.git/commit/a187a2062840c9466b87154ba698e90decaf1302

comment:9 Changed 6 years ago by brade

We forgot to make the same changes to the Network Settings dialog. The help content is now shared between the wizard and the dialog:

https://gitweb.torproject.org/tor-launcher.git/commit/d53bcc2e772b3ff9e949ec8f961023f11f903991

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