Changes between Version 22 and Version 23 of doc/support/Introduction


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Timestamp:
Mar 19, 2013, 4:13:06 PM (6 years ago)
Author:
runa
Comment:

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  • doc/support/Introduction

    v22 v23  
    1919A lot of support requests are questions about where one can download Tor and why Flash and YouTube does not work. The [https://www.torproject.org/docs/short-user-manual.html.en short user manual] answers some of the most frequently asked questions, and it's always good to attach a copy when replying to the user.
    2020
    21 In some cases, you will need to debug with the user, read through [https://trac.torproject.org Trac tickets], ask #tor or #tor-dev on IRC, and search the Internet to find answers. 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''.
     21In some cases, you will need to debug with the user, read through [https://trac.torproject.org Trac tickets], ask #tor or #tor-dev on IRC, and search the Internet to find answers.
     22
     23== Escalation ==
     24
     25If you are unable to help the user, 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''.
     26
     27== Standard answers ==
     28
     29We have some standard answers for the more commonly asked questions:
     30
     31 *
    2232
    2333== Tor does not work ==
     
    3747If you take a ticket where the user is clearly asking for help with something that is sketchy or illegal, simply reply and say that you are unable to help.
    3848
    39 
    4049== Random stuff ==
    4150=== Simple test to see if obfs2/obfs3 bridges work ===