[tor-reports] Some Observations from the Help Desk

[Fabio Pietrosanti (naif)]

On 1/5/13 12:31 PM, Moritz Bartl wrote:
> Hi Report reader,
>
> In December, I handled the majority of the support tickets. See Runa's
> report for numbers. [1]
>
> Observations:
>
> #1 Boy, together with reading all the Tor mailing lists this is
> definitely a full time job.
>
> #2 Most users are not very adept at describing their problems. I wanted
> to keep notes on issues raised, but it turned out most of the tickets
> would not have been particular helpful to Tor devs or other users so I
> did not "log" any.

In past i setup a ticketing system based on a commercial PHP software
with some very nice features such as:
- Ajax based knowledge based popup (when the user write his inquiry, the
backend try to provide knowledgebase article on fixing his problem, even
before opening an issue)
- Wizard based issue requests system (before an issue is open, the user
is asked a set of questions and proposed a set of solutions)

Those methods are probably implemented also in RT, OTRS and other
opensource ticketing systems and are very valuable to let the user
self-fix the issue, while opening it (saving also a lot of help-desk
operator's time).

It maybe a nice attempt/goal to improve the support by using such kind
of methodologies

Fabio