Opened 3 years ago

Closed 3 years ago

Last modified 12 months ago

#3853 closed task (fixed)

Support email flooding tor-assistants

Reported by: atagar Owned by: Runa
Priority: major Milestone:
Component: Company Version:
Keywords: Cc:
Actual Points: Parent ID:
Points:

Description

Ok, I'm not sure if a ticket will help get the ball rolling but it's worth a shot. As everyone on tor-assistants@ knows we've been getting a flood of support email. This is most Persian, missing a subject, or otherwise easily identifiable but by now it's numbering in the thousands.

Considering the number of people on tor-assistants@ this is collectively soaking up a lot of time. What I understand from asking about this last week is that making a support list was blocked on getting a ticketing system, which was blocked on getting a vm, which was blocked on hardware... and that seemed like a very odd reason to not make an email list. :)

Could we please move forward with making a support@ list and shifting common sources of support queries (like get-tor) to use it?

Child Tickets

Change History (6)

comment:1 Changed 3 years ago by atagar

  • Owner changed from phobos to Runa
  • Status changed from new to assigned

Runa mentioned that this was on her todo list so assigning to her.

comment:2 follow-ups: Changed 3 years ago by phobos

I don't want to create a support@ until we have a few things in place:

  1. ticket system to track help requests
  2. someone dedicated to answering the help requests
  3. an idea of what kind of SLA we can provide for help requests
  4. an idea of what to charge for priority support per incident, how to handle the payments, and map payment to a request.

The larger plans for a support system are different than the immediate need for farsi help.

The current farsi problem will be going away once we get the farsi emails redirected to a partner. The plan is to redirect to a partner within the next 10 days.

The reason tor-assistants is getting hammered is because we updated the gettor emails to point at tor-assistants. gettor also responds to farsi requests in english, so people get a response in a language they barely understand, see an email address, and assume the email can help.

comment:3 in reply to: ↑ 2 Changed 3 years ago by arma

Replying to phobos:

The current farsi problem will be going away once we get the farsi emails redirected to a partner. The plan is to redirect to a partner within the next 10 days.

I hear there will be another flood of Farsi speakers soon, when PNN does another push. If that flood causes a flood on tor-assistants, which it will unless we act, then we've screwed up.

See also #3932.

comment:4 in reply to: ↑ 2 Changed 3 years ago by runa

Replying to phobos:

I don't want to create a support@ until we have a few things in place:

  1. ticket system to track help requests

I suggest RT. I can set it up somewhere, try it out and see how well it works.

  1. someone dedicated to answering the help requests

Do we have any funding for that?

  1. an idea of what kind of SLA we can provide for help requests

If we have funding for someone dedicated to answering help requests, then we can provide an SLA. If not, then I guess it will be just like tor-assistants@ is today.

  1. an idea of what to charge for priority support per incident, how to handle the payments, and map payment to a request.

Sure, we will need to look at that too, but it is not a blocker for support@.

comment:5 Changed 3 years ago by arma

  • Resolution set to fixed
  • Status changed from assigned to closed

I'm going to call this one solved now that #3932 is solved.

One day somebody should make an official support address with paid people and a pricing model and so on, but that ticket is not this one.

comment:6 Changed 12 months ago by runa

To anyone reading this now: the official support address is help@…. We have a great team of support assistants replying to emails, and we generally respond within 48 hours.

Note: See TracTickets for help on using tickets.