Hello everyone! :)
Here are my updates from December. I resolved 1120 tickets via email and 203 tickets on our telegram/signal user support channel. With Tor Browser 12 release, I, along with @nina13, finished reviewing and updating[1] all of our internal support documentation, including all articles and templates we have on our Request Tracker and cdr.link support channels. I was also involved with some testing before the release. Post-release we got a few reports about false positives with anti-virus software[2] on updating to Tor Browser 12 and issue with rearranging bookmarks in Tor Browser with drag and drop not working[3]. All of these issues have been resolved with the 12.0.1 Tor Browser update.
We discovered a issue[4] regarding sending emails from our email ticketing system (Request Tracker) but a big shout-out to anarcat and TPA for resolving the issue and also writing a script to resend all the emails from the affected time span.
Continuing my work supporting users in Iran[5], I resolved around 180 tickets across our support channels.
Now, a quick overview of our user support channels:
Timeline: 01 - 31 December 2022
# Frontdesk
tickets created: 936 tickets resolved: 1442
Most frequent tickets by numbers:
1. 45 RT Tickets - Private Bridge requests from China[6]
2. 40 RT Tickets - How to use a Tor Bridge in Russia[7]
3. 12 RT Tickets - Anti-virus false positives with Tor Browser 12[2]
# Telegram and Signal Support channel (cdr.link)
tickets resolved: 751
The most frequent tickets we received have been about:
1. 272 tickets: Circumventing censorship in Russia
2. 173 tickets: Circumventing censorship in Iran
3. 85 tickets: Circumventing censorship in Turkmenistan
4. 16 tickets - Using unlisted obfs4 bridges in China
# Tor Forum
Most popular topics in the Support category (in terms of number of views):
1. "Image load error (HTTP/2 403 Forbidden) on some websites (with Tor Browser)" [8]
2. "Newbie: snowflake abuse by local government?"[9]
3. "Websites blocking Tor"[10]
4. "Unable to run Tor Browser 12 for Linux after updating"[11]
5. "Problems with mega.nz (post Tor Browser 12 update)"[12]
Thanks,
-- Joydeep
[1]: https://gitlab.torproject.org/tpo/community/support/-/issues/40096#note_2860... [2]: https://forum.torproject.net/t/norton-360-antivirus-now-considers-tor-browse... [3]: https://gitlab.torproject.org/tpo/applications/tor-browser/-/issues/41520 [4]: https://gitlab.torproject.org/tpo/tpa/team/-/issues/41016 [5]: https://forum.torproject.net/t/iran-circumventing-censorship-with-tor/4590 [6]: https://support.torproject.org/censorship/connecting-from-china/ [7]: https://forum.torproject.net/t/tor-blocked-in-russia-how-to-circumvent-censo... [8]: https://forum.torproject.net/t/image-load-error-http-2-403-forbidden-on-some... [9]: https://forum.torproject.net/t/newbie-snowflake-abuse-by-local-government/58... [10]: https://forum.torproject.net/t/websites-blocking-tor/6095/ [11]: https://forum.torproject.net/t/unable-to-run-tor-browser-12-for-linux-after-... [12]: https://forum.torproject.net/t/problems-with-mega-nz/5961/