Opened 9 years ago

Closed 9 years ago

Last modified 8 years ago

#4068 closed task (fixed)

Set up a Tor support system

Reported by: runa Owned by: runa
Priority: Medium Milestone:
Component: User Experience/Tor Support Version:
Severity: Keywords: SponsorE20120315
Cc: Actual Points:
Parent ID: Points:
Reviewer: Sponsor:

Description

We need to set up a Tor support system to better handle support requests from users.

Step one is to find a ticket system to track help requests. I'm thinking RT at this point, but will look around and see if there are any good alternatives out there.

At some point we will also want to get more people on board, figure out what kind of SLA we can provide, how to charge for priority support per incident, and how to map a payment to a support request.

Child Tickets

Change History (6)

comment:1 Changed 9 years ago by runa

I decided that we should use RT. We are now waiting for #4073 - Set up Request Tracker on rt.torproject.org to be implemented.

comment:2 Changed 9 years ago by runa

Resolution: fixed
Status: newclosed

Done. Request Tracker is up and running, we have help@… and help-fa@…, and support assistants can create tickets, reply to tickets, comment on ticket, mark tickets as resolved and so on.

comment:3 Changed 9 years ago by phobos

Resolution: fixed
Status: closedreopened
  • Did you evaluate any other systems?
  • How do non-Runa's interact with the system to answer questions?
  • How do we tie a payment system into RT?
  • What reporting do we get out of the system?
  • Can we have RT automatically feed into a FAQ?
  • Can we present a FAQ before someone opens a ticket?
  • Can RT handle automatic reminders of SLA by class of ticket, taking into account weekends and holidays?
  • Can we change the text of a newly opened ticket so it points people at a FAQ, and gives them a date/time of when they should expect a response?
  • Can users email new questions? Can they open a ticket via a web interface?
  • How do we handle spam for email questions?
  • If a user fails to pay, can we customize a response suggesting community-support or forums (when they exist)?

comment:4 Changed 9 years ago by runa

Resolution: fixed
Status: reopenedclosed

I decided to open a new ticket for your questions; #4412 Evaluate the Tor support system. This ticket was for setting up request tracker, which I've done, so I'm going to mark it as closed.

comment:5 Changed 9 years ago by runa

Milestone: Sponsor E: March 15, 2012

comment:6 Changed 8 years ago by karsten

Keywords: SponsorE20120315 added
Milestone: Sponsor E: March 15, 2012

Switching from using milestones to keywords for sponsor deliverables. See #6365 for details.

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