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

[Tor Bug Tracker & Wiki]

#4412: Evaluate the Tor support system
-------------------------+--------------------------------------------------
 Reporter:  runa         |          Owner:  runa
     Type:  task         |         Status:  new 
 Priority:  normal       |      Milestone:      
Component:  Tor Support  |        Version:      
 Keywords:               |         Parent:      
   Points:               |   Actualpoints:      
-------------------------+--------------------------------------------------

Comment(by runa):

 Replying to [ticket:4412 runa]:
 > 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?

 Yes, I looked into a couple of other system. The reasons I decided to go
 with RT; I have used it before, other people recommended RT, Best
 Practical offered us a free support contract.

 >  * How do non-Runa's interact with the system to answer questions?

 You send me an email and ask for an account. Then I create the account,
 email you a temporary password, and you log on to
 https://rt.torproject.org/.

 >  * How do we tie a payment system into RT?

 I haven't looked into that yet. We need to figure out the details of the
 SLA, how much users should pay, and how they should pay it. Requiring a
 PayPal account would be easy, but that's probably not what we want.

 >  * What reporting do we get out of the system?

 The better question is; what reporting do you want to get out of the
 system?

 >  * Can we have RT automatically feed into a FAQ?

 What do you mean? I plan to update the short user manual with questions
 and answers from support requests, but that's not exactly an automatic
 process.

 >  * Can we present a FAQ before someone opens a ticket?

 The way you open a ticket is that you send an email to help at rt.tpo; Asking
 to present a FAQ before someone opens a ticket is like asking to present a
 FAQ before someone emails community-support.

 >  * Can RT handle automatic reminders of SLA by class of ticket, taking
 into account weekends and holidays?

 Yes.

 >  * 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?

 Yes. However, that means that we'd have to automatically reply to all
 emails. Do we really want that?

 >  * Can users email new questions? Can they open a ticket via a web
 interface?

 Users email help at rt.tpo or help-fa at rt.tpo. There is no automatic reply at
 the moment, so the user experience is the same as before (that is, when
 they would email community-support or tor-assistants instead).

 >  * How do we handle spam for email questions?

 Good question. I'm guessing there is some spam filter on the same machine,
 but weasel will probably know more about that.

 >  * If a user fails to pay, can we customize a response suggesting
 community-support or forums (when they exist)?

 Yes, we can do that. However, community-support will probably not exist
 for very long now that we're moving over to help at rt.tpo. Forum and/or tor-
 talk sounds good, though.

-- 
Ticket URL: <https://trac.torproject.org/projects/tor/ticket/4412#comment:1>
Tor Bug Tracker & Wiki <https://trac.torproject.org/>
The Tor Project: anonymity online