Evaluate the Tor support system
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 (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)?