Changes between Version 41 and Version 42 of doc/support/Introduction


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Timestamp:
Dec 9, 2013, 5:05:07 PM (6 years ago)
Author:
lunar
Comment:

update

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  • doc/support/Introduction

    v41 v42  
    33= Introduction =
    44
    5 The Tor help desk lives on [https://rt.torproject.org rt.torproject.org], and support assistants answer questions in Arabic, English, Farsi, French, Mandarin, and Spanish. The help desk is managed by Runa A. Sandvik. If you want to know how many support requests we receive and resolve every month, see the [https://lists.torproject.org/pipermail/tor-reports/ tor-reports] mailing list. If you have a question or need help with Tor, please email help@rt.torproject.org.
     5The Tor help desk lives on [https://rt.torproject.org rt.torproject.org], and support assistants answer questions in Arabic, English, Farsi, French, Mandarin, and Spanish. The help desk is [wiki:doc/support/Coordination coordinated] by Lunar. If you want to know how many support requests we receive and resolve every month, see the [https://lists.torproject.org/pipermail/tor-reports/ tor-reports] mailing list. If you have a question or need help with Tor, please email help@rt.torproject.org.
    66
    77= Known issues, updated daily =
    88
    9 The [https://help.torproject.org help.torproject.org] page will contain a list of known issues, and it will be kept up to date by Runa. The idea is that support assistants and developers can check this page to get an overview of what is broken today, what was broken yesterday, what the relevant Trac tickets are, and so on.
     9The [https://help.torproject.org help.torproject.org] page will contain a list of known issues. The idea is that support assistants and developers can check this page to get an overview of what is broken today, what was broken yesterday, what the relevant Trac tickets are, and so on.
    1010
    1111= RT and queues =
     
    2323A 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. 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.
    2424
    25 == Escalation ==
     25== Asking for help ==
    2626
    27 If 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''.
     27If you are unable to help the user, feel free to ask for help on the ''support-team-private'' mailing list.
    2828
    2929== Standard answers ==
    3030
    31 We have template answers for a few commonly asked questions:
    32 
    33  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template1 User needs the Pluggable Transports Bundle]
    34  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template2 User reports abuse, asks about tracing Tor users] (https://www.torproject.org/docs/faq-abuse.html.en is also useful)
    35  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template3 Fails to bootstrap]
    36  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template4 Short intro on how to install and use TBB]
    37  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template5 TBB no Flash/Java other plugins]
    38  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template6 Why TBB is Firefox and no other browser]
    39  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template7 Want to relay, but 443 is bound by different app]
    40  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template8 How to use bridges]
    41  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template9 I tried to install TBB, where is it?]
    42  * [https://trac.torproject.org/projects/tor/wiki/doc/support/Template10 User needs FlashProxy]
     31We have template answers for a few commonly asked questions. They are kept in the ''Articles'' section of RT.
    4332
    4433=== Tor does not work ===
     
    5948
    6049== Other ==
     50
    6151=== Test to see if obfs2/obfs3 bridges work ===
    6252