Opened 8 years ago

Closed 8 years ago

Last modified 8 years ago

#4412 closed task (fixed)

Evaluate the 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

Even though the Tor support system is up and running, we still have some things to figure out. Below are the questions Andrew wrote in #4068:

  • 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)?

Child Tickets

Change History (5)

comment:1 in reply to:  description Changed 8 years ago by runa

Replying to runa:

Even though the Tor support system is up and running, we still have some things to figure out. Below are the questions Andrew wrote in #4068:

  • Did you evaluate any other systems?

Yes, I looked into a couple of other system. The reasons I decided to go with RT; I have used it before, other people recommended RT, Best Practical offered us a free support contract.

  • How do non-Runa's interact with the system to answer questions?

You send me an email and ask for an account. Then I create the account, email you a temporary password, and you log on to https://rt.torproject.org/.

  • How do we tie a payment system into RT?

I haven't looked into that yet. We need to figure out the details of the SLA, how much users should pay, and how they should pay it. Requiring a PayPal account would be easy, but that's probably not what we want.

  • What reporting do we get out of the system?

The better question is; what reporting do you want to get out of the system?

  • Can we have RT automatically feed into a FAQ?

What do you mean? I plan to update the short user manual with questions and answers from support requests, but that's not exactly an automatic process.

  • Can we present a FAQ before someone opens a ticket?

The way you open a ticket is that you send an email to help@…; Asking to present a FAQ before someone opens a ticket is like asking to present a FAQ before someone emails community-support.

  • Can RT handle automatic reminders of SLA by class of ticket, taking into account weekends and holidays?

Yes.

  • 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?

Yes. However, that means that we'd have to automatically reply to all emails. Do we really want that?

  • Can users email new questions? Can they open a ticket via a web interface?

Users email help@… or help-fa@…. There is no automatic reply at the moment, so the user experience is the same as before (that is, when they would email community-support or tor-assistants instead).

  • How do we handle spam for email questions?

Good question. I'm guessing there is some spam filter on the same machine, but weasel will probably know more about that.

  • If a user fails to pay, can we customize a response suggesting community-support or forums (when they exist)?

Yes, we can do that. However, community-support will probably not exist for very long now that we're moving over to help@…. Forum and/or tor-talk sounds good, though.

comment:2 Changed 8 years ago by runa

Milestone: Sponsor E: March 15, 2012

comment:3 Changed 8 years ago by runa

We are setting up a mailing list for the RT support assistants (#4750). The list would be used to send out status updates at the end of every month, important messages to all the support assistants etc.

comment:4 Changed 8 years ago by runa

Resolution: fixed
Status: newclosed

I'm just going to close this ticket now. The support system is working just fine, the short user manual seems to help a lot, and I'm sending monthly status updates to tor-assistants.

comment:5 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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