Changes between Version 48 and Version 49 of doc/support/Introduction


Ignore:
Timestamp:
May 23, 2014, 8:30:03 AM (4 years ago)
Author:
lunar
Comment:

shuffle documentation

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  • doc/support/Introduction

    v48 v49  
    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 [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.
     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.
    66
    7 Support assistants should be subscribed to [https://lists.torproject.org/cgi-bin/mailman/listinfo/tor-qa tor-qa] in order to be notified of upcoming TBB releases.
     7= Get set =
     8
     9Here's how to get started as a support assistant:
     10
     111. Ask the coordinator to create accounts on Request Tracker, the support XMPP server, and Pups.
     122. Ask the coordinator to subscribe your email address to the `support-team-private` mailing list.
     133. Subscribe to [https://lists.torproject.org/cgi-bin/mailman/listinfo/tor-news Tor Weekly News] in order to stay in touch with what's happening in the larger community.
     144. Subscribe to the [https://lists.torproject.org/cgi-bin/mailman/listinfo/tor-qa tor-qa] mailing list in order to be notified of upcoming software releases.
     155. Configure an XMPP client (e.g. xmpp-client, Pidgin, Psi) to connect to the support XMPP server:
     16   * Server / domain: auth-xmpp.torproject.org
     17   * Port: 5222
     18   * Server requires encryption.
    819
    920= Known issues, updated daily =
     
    2031
    2132To 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.
    22 
    23 = Webchat / Pups =
    24 == Configuring an XMPP client ==
    25 1. Select the XMPP protocol (if there is an option)
    26 2. Set the connection server / domain as auth-xmpp.torproject.org
    27 3. Set the port as 5222
    28 4. Select the option to require encryption (server requires encryption)
    29 5. Enter the username / password that has been provided to you
    30 6. Connect!
    31 
    32 == Generating a chat token ==
    33 1. Log into pups at https://support.torproject.org/login
    34 2. Select the "Tokens" tab at the top of the screen
    35 3. Optionally fill a comment into the comment box and press "Create Chat Token"
    36 4. Copy the URL provided under the "Token URL" column
    37 5. Provide the URL to the user
    38 
    39 == Revoking a chat token ==
    40 1. Log into pups at https://support.torproject.org/login
    41 2. Select the "Tokens" tab at the top of the screen
    42 3. Click the checkbox for the token you would like to revoke under the "Select" column
    43 4. Press the "Revoke Selected" button
    4433
    4534= Dealing with support requests =
     
    9483If 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.
    9584
    96 === Useful links ===
     85== Switching to instant messaging (e.g. chat) ==
     86
     87For some support cases, it makes more sense to have quicker interactions with the user. Inviting a user for a chat session requires generating a “token”. It will create a time-limited URL that can then be used to reach you through XMPP.
     88
     89=== Inviting a user to chat ===
     90
     911. [https://support.torproject.org/login Log into Pups].
     922. Select the ''Tokens'' tab at the top of the screen.
     933. Optionally fill a comment into the comment box and press ''Create Chat Token''.
     944. Copy the URL provided under the ''Token URL'' column.
     955. Provide the URL to the user
     96
     97=== Revoking an invitation ===
     98
     991. [https://support.torproject.org/login Log into Pups]
     1002. Select the ''Tokens'' tab at the top of the screen.
     1013. Click the checkbox for the token you would like to revoke under the ''Select'' column.
     1024. Press the ''Revoke Selected'' button.
     103
     104= Useful links =
    97105
    98106 * [https://people.torproject.org/~linus/ipv6-relay-howto.html IPv6 relay howto]