Opened 8 years ago

Closed 8 years ago

Last modified 8 years ago

#3932 closed task (implemented)

Create new address for GetTor second level support

Reported by: ioerror Owned by: phobos
Priority: High Milestone:
Component: Company Version:
Severity: Keywords:
Cc: runa, kaner, arma, phobos, weasel Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

I propose that we create a new email address for inclusion rather than tor-assistants@… - the influx of email is too much and I can't get signal from noise anymore.

I propose the following:
gettor-help@…
gettor-help+de@…

While I'm fine routing it to tor-assistants as a simple forward now, I'll be able to easily filter on these email addresses.

In the future, I'd like to see gettor to handle these emails automatically - with a generic help text in all languages for gettor-help and a language specific help text with the right language code gettor-help+de - at the second level help text, I propose that we eventually introduce support@… whenever that is active.

Thus a human from Tor may still reply but at least in this case:

1) humans that want to reply will get the messages
2) humans that *don't* want the messages will be able to easily filter
3) all users get some help automatically
4) anyone who needs additional help can email after having all the information we might send them in the first place

Child Tickets

Change History (9)

comment:1 Changed 8 years ago by cypherpunks

Can we set up an alias like 'gettor-help@tpo' for the meantime so that people can filter GetTor related help requests better?

-kaner

comment:2 Changed 8 years ago by arma

Cc: runa kaner arma phobos weasel added; runa kaner arma phobos removed
Component: GetTorCompany
Owner: set to phobos
Priority: criticalmajor

I agree.

I'm moving this to the 'company' component so phobos will notice it faster.

Who here can make aliases / mailing lists on tp.o? Not I.

comment:3 Changed 8 years ago by runa

I'd say that this is a duplicate of #3853, where phobos already listed the things we're waiting for.

comment:4 Changed 8 years ago by arma

It does look related. Thanks.

I think it is silly to say that we must point all the gettor users to tor-assistants until we have a plan for how to charge for people who want support.

We should have a mail address for people who are failing to use gettor correctly. It's just a coincidence that we picked tor-assistants. Should we pick gettor-help, and then ask somebody to make it so the mails stop bouncing? Or should we pick execdir? I think an interim solution if we can't set up a new address is to remove the reference to tor-assistants from the gettor mails.

Even once support@torproject exists, we may well want to keep pointing people who need help with gettor to gettor-help, since it means the mails come with context.

comment:5 in reply to:  4 ; Changed 8 years ago by runa

Replying to arma:

It does look related. Thanks.

I think it is silly to say that we must point all the gettor users to tor-assistants until we have a plan for how to charge for people who want support.

We should have a mail address for people who are failing to use gettor correctly. It's just a coincidence that we picked tor-assistants. Should we pick gettor-help, and then ask somebody to make it so the mails stop bouncing? Or should we pick execdir? I think an interim solution if we can't set up a new address is to remove the reference to tor-assistants from the gettor mails.

Even once support@torproject exists, we may well want to keep pointing people who need help with gettor to gettor-help, since it means the mails come with context.

A lot of people email us because they have a problem with Tor, which is unrelated to GetTor. I think we should just set up support@ now and point everything there. Another thing we'll need to figure out is who will respond to emails on support@.

comment:6 in reply to:  5 Changed 8 years ago by phobos

Replying to runa:

A lot of people email us because they have a problem with Tor, which is unrelated to GetTor. I think we should just set up support@ now and point everything there. Another thing we'll need to figure out is who will respond to emails on support@.

And with no one on support@…, that leaves a bunch of un-answered questions.

comment:7 Changed 8 years ago by phobos

Resolution: implemented
Status: newclosed

community-support@… exists.

comment:8 Changed 8 years ago by runa

Who is on that list? Everyone who was on -assistants to begin with?

comment:9 Changed 8 years ago by kaner

No, you need to subscribe to it manually.

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