[tor-reports] Help desk report for September 2014

[Lunar]

Hi!

Here's the help desk chart for September 2014:

          |   ar |   en |   es |   fa |   fr |   zh | Total | (Rejected)
----------+------+------+------+------+------+------+-------+-----------
  harmony |      |   31 |      |  104 |      |      |   135 |        12
    jason |      |  197 |      |      |      |   87 |   284 |        46
    lunar |      |  294 |      |      |   31 |      |   325 |       172
     mttp |      |  140 |      |      |      |      |   140 |         4
     noel |      |    1 |   48 |      |      |      |    49 |         8
    phoul |      |  199 |      |      |      |      |   199 |        55
  sherief |    4 |  262 |      |    1 |      |      |   267 |        57
----------+------+------+------+------+------+------+-------+-----------
    Total |    4 | 1124 |   48 |  105 |   31 |   87 |  1399 |       358
   (Open) |    2 |   86 |   12 |   22 |    5 |    7 |   134 |

That's almost 46 tickets resolved each day on average.

See also the attached charts for the amount of incoming tickets each
day and for the past twelve months.

Top answer templates used by the support team for this month:

 usage |                           article
-------+--------------------------------------------------------------
    98 | Get your own bridges.
    35 | Get TB's Tor Log.
    29 | Tor Browser doesn't work (Windows)
    22 | How to get bridges and  use Tor in mainland China
    17 | Cryptolocker report
    12 | Firefox already running - Windows
    11 | Unable to open Tor Browser on OS X 10.9 (Mavericks)
    10 | Website is blocking Tor
     8 | Ask about identifying/censoring a hidden service
     8 | Mac can't connect (Sophos)
     8 | Unsupported language
     8 | Redirect to Guardian Project's support
     6 | iOS
     6 | Suggest the tor-relays mailing list
     6 | Amazon Web Services bridge setup
     6 | Can't connect to my favorite onion site!
     6 | Suggest the tor-talk mailing list
     5 | "Tor browser can't connect" request from Iranian users
     5 | Tor mirrors blocked

Several old stalled tickets were chased down and cleaned up.

There's now a calendar to know who is available to work on the 'help'
queue.

A 24 hours maintainance was performed on 2014-09-25. About 20,000 old
tickets where purged from the RT database. From now on, resolved tickets
that are more than 100 days will be purged automatically. The purged
data is currently kept in the form of OpenPGP encrypted SQL dumps.
Users unknown to the database will now get an email warning them about
the support data retention policy the first time they write to the
support. As people in power were not able to give clear answers, the
message conservatively specify “6 years or more” for the time being.

-- 
Lunar                                             <lunar at torproject.org>
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