Set up a Tor support system

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.

added SponsorE20120315 component::user experience/tor support owner::runa priority::medium resolution::fixed status::closed type::task labels

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

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

Trac:
Resolution: N/A to fixed
Status: new to closed

• 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)?

Trac:
Resolution: fixed to N/A
Status: closed to reopened

I decided to open a new ticket for your questions; #4412 (closed) 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.

Trac:
Resolution: N/A to fixed
Status: reopened to closed

Trac:
Milestone: N/A to Sponsor E: March 15, 2012

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

Trac:
Keywords: N/A deleted, SponsorE20120315 added
Milestone: Sponsor E: March 15, 2012 to N/A

closed

mentioned in issue #4073 (closed)

mentioned in issue #4395 (moved)

mentioned in issue #4396 (moved)

mentioned in issue #4412 (closed)

mentioned in issue tpo/web/trac#4395 (closed)

mentioned in issue tpo/anti-censorship/gettor-project/trac#4396 (closed)