[tor-bugs] #4412 [Tor Support]: Evaluate the Tor support system

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#4412: Evaluate the Tor support system
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 Reporter:  runa         |          Owner:  runa
     Type:  task         |         Status:  new 
 Priority:  normal       |      Milestone:      
Component:  Tor Support  |        Version:      
 Keywords:               |         Parent:      
   Points:               |   Actualpoints:      
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 Even though the Tor support system is up and running, we still have some
 things to figure out. Below are the questions Andrew wrote in #4068:

  * Did you evaluate any other systems?
  * How do non-Runa's interact with the system to answer questions?
  * How do we tie a payment system into RT?
  * What reporting do we get out of the system?
  * Can we have RT automatically feed into a FAQ?
  * Can we present a FAQ before someone opens a ticket?
  * Can RT handle automatic reminders of SLA by class of ticket, taking
 into account weekends and holidays?
  * Can we change the text of a newly opened ticket so it points people at
 a FAQ, and gives them a date/time of when they should expect a response?
  * Can users email new questions? Can they open a ticket via a web
 interface?
  * How do we handle spam for email questions?
  * If a user fails to pay, can we customize a response suggesting
 community-support or forums (when they exist)?

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Ticket URL: <https://trac.torproject.org/projects/tor/ticket/4412>
Tor Bug Tracker & Wiki <https://trac.torproject.org/>
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