wiki:doc/support/Introduction

Version 13 (modified by runa, 6 years ago) (diff)

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Introduction

The Tor help desk lives on rt.torproject.org, and support assistants answer questions in English and Farsi. 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 tor-reports mailing list. If you have a question or need help with Tor, please email help@….

RT and queues

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.

An email to help@… 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.

Working with tickets

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. If you need help responding to the ticket, try asking in #tor or #tor-dev on irc.oftc.net, or search through Trac tickets, mailing list archives, and other sites.

Dealing with support requests

A lot of support requests are questions about where one can download Tor and why Flash and YouTube does not work. The 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 Trac tickets, ask in #tor or #tor-dev on IRC, and search the Internet to find answers.

Tor does not work

If Tor is unable to connect, it could be because (1) the user is doing something wrong, (2) the user needs to configure Tor to work with a proxy, (3) Tor is blocked and the user needs to use bridges, or (4) Tor is blocked and the user needs to use the Obfsproxy Tor Browser Bundle and Obfsproxy bridges (this is true for users in China, Iran, Syria, and a few other countries).

Random crashes

If Tor is crashing and you are unable to reproduce it, it might be due to conflicting software on his/her computer. Software known to have caused problems in the past are Kaspersky Internet Security 2012, Ad Muncher, OpenVPN, other VPN clients, and other circumvention tools.

Unsupported things

Users email the Tor help desk with a range of different questions. You are not expected to know absolutely everything, and in some cases it is OK to refer the user to our public mailing list tor-talk@… (for example when a user wants help installing Tor on his/her Nintendo Wii).

Illegal things

If 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.