wiki:doc/support/Introduction

Version 4 (modified by runa, 7 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.

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.

Dealing with support requests