Changes between Version 17 and Version 18 of doc/support/Introduction


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Timestamp:
Feb 14, 2013, 1:20:15 AM (7 years ago)
Author:
runa
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  • doc/support/Introduction

    v17 v18  
    99[http://www.bestpractical.com/rt/ Request Tracker] is the ticketing system we use for the help desk. RT has been configured with three queues; ''help'' (support requests in English), ''help-fa'' (support requests in Farsi), and ''spam'' (we all know what this is). More queues will be added as we start providing support in other languages.
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    11 An email to help@rt.torproject.org will end up as a ticket in the ''help'' queue. To move a ticket to a different queue; open the ticket, click on ''Basics'', select the new queue, and click ''Save Changes''. If a ticket is clearly spam, change the status to ''rejected'' and move the ticket to the ''spam'' queue. When you are done replying to a user, change the status to ''resolved'' and set yourself as the owner. RT will automatically re-open the ticket if/when the user replies.
     11An email to help@rt.torproject.org will end up as a ticket in the ''help'' queue. To move a ticket to a different queue; open the ticket, click on ''Basics'', select the new queue, and click ''Save Changes''. If a ticket is clearly spam, change the status to ''rejected'' and move the ticket to the ''spam'' queue.
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    1313= Working with tickets =
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    15 To get an overview of all the tickets in the ''help'' queue (or any of the other queues), click on the name in the ''Quick Search'' box on the right. Click on a ticket to read the email from the user. If you feel that you are able to reply, click ''Basics'', and assign the ticket to yourself first.
     15To get an overview of all the tickets in the ''help'' queue (or any of the other queues), click on the name in the ''Quick Search'' box on the right. Click on a ticket to read the email from the user. If you feel that you are able to reply, click ''Basics'', and assign the ticket to yourself first. When you are done replying to a user, change the status to ''resolved''. RT will automatically re-open the ticket if/when the user replies.
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    17 If you need help responding to the ticket, try asking in #tor or #tor-dev on irc.oftc.net, or search through [https://trac.torproject.org Trac tickets], [https://lists.torproject.org mailing list] archives, and other sites. If that doesn't help, leave a comment in RT explaining what the user wants and what you have tried so far, and assign the ticket to Runa. Open the ticket, click ''Comment'', write a few sentences, change ''Owner'' to Runa, and click ''Update Ticket''.
     17If you need help responding to a ticket, try asking in #tor or #tor-dev on irc.oftc.net, or search through [https://trac.torproject.org Trac tickets], [https://lists.torproject.org mailing list] archives, and other sites. If that doesn't help, leave a comment in RT explaining what the user wants and what you have tried so far, and assign the ticket to Runa. Open the ticket, click ''Comment'', write a few sentences, change ''Owner'' to Runa, and click ''Update Ticket''.
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    1919= Dealing with support requests =