#28533 closed defect (fixed)

bridgesdb: replace the message to mail support with a link to the documentation

Reported by: emmapeel Owned by: phw
Priority: High Milestone:
Component: Circumvention/BridgeDB Version:
Severity: Normal Keywords: ex-sponsor-19
Cc: antonela Actual Points: 0.2
Parent ID: Points: 1
Reviewer: cohosh Sponsor: Sponsor30-can

Description (last modified by emmapeel)

In the first page of bridges db there is a message at the end:

My bridges don't work! I need help!

Where we say the users to write to support immediately. I propose to change it for a message pointing to https://tb-manual.torproject.org/bridges/ to reduce the workload of the support team.

Child Tickets

Attachments (1)

new-landing-page.png (77.3 KB) - added by phw 11 months ago.
New BridgeDB landing page

Download all attachments as: .zip

Change History (12)

comment:1 Changed 21 months ago by emmapeel

Description: modified (diff)

comment:2 Changed 19 months ago by gaba

Cc: antonela added
Owner: sysrqb deleted
Points: 1
Priority: MediumHigh
Sponsor: Sponsor19
Status: newassigned

comment:3 Changed 16 months ago by phw

Owner: set to phw

comment:4 Changed 14 months ago by gaba

Keywords: ex-sponsor-19 added

Adding the keyword to mark everything that didn't fit into the time for sponsor 19.

comment:5 Changed 14 months ago by phw

Sponsor: Sponsor19Sponsor28-can

Moving from Sponsor 19 to Sponsor 28.

comment:6 Changed 13 months ago by phw

Sponsor: Sponsor28-canSponsor30-can

comment:7 Changed 11 months ago by ggus


In the last months we started to receive a lot of blank emails from mobile users (with "sent from my iPhone" signatures) in frontdesk queue.

Intrigued by this phenomenon, I opened bridges.torproject.org on my mobile and, my hypothesis is that users are scrolling down all the page and instinctively selecting frontdesk email (hey, UX team! _o/ ).

Also, there's an email icon on the website footer redirecting users to frontdesk.

We should asap:

  • Remove frontdesk contact from the footer;
  • Change text to:
My bridges don't work! I need help!

If your Tor Bridges don't work, please check our Tor Browser Manual - https://tb-manual.torproject.org/circumvention/ and our Support Portal - https://support.torproject.org/#censorship . If you need a new bridge, send an email to bridges@torproject.org and try again.

comment:8 Changed 11 months ago by antonela

+1 - we should remove frontdesk@ and add instructions to send an email to bridges@….

Changed 11 months ago by phw

Attachment: new-landing-page.png added

New BridgeDB landing page

comment:9 Changed 11 months ago by phw

Reviewer: cohosh
Status: assignedneeds_review

Removing the frontdesk@… email sounds good to me. In the paragraph above, we already have instructions on how to request bridges by emailing bridges@…. I would rather not list these instructions twice – besides, I wouldn't want to suggest that emailing bridges@… is going to fix the users' issues. Here's what the patch looks like:
New BridgeDB landing page

I pushed a fix to my fix/28533 branch. Cecylia, can you please take a look at it?

comment:10 Changed 11 months ago by cohosh

Status: needs_reviewmerge_ready

Looks good!

comment:11 Changed 11 months ago by phw

Actual Points: 0.2
Resolution: fixed
Status: merge_readyclosed

Thanks, everyone. I merged and deployed the patch.

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