Re: [tor-bugs] #4068 [Tor Support]: Set up a Tor support system

["Tor Bug Tracker & Wiki" <torproject-admin@xxxxxxxxxxxxxx>]

#4068: Set up a Tor support system
----------------------------+-----------------------------------------------
    Reporter:  runa         |       Owner:  runa    
        Type:  task         |      Status:  reopened
    Priority:  normal       |   Milestone:          
   Component:  Tor Support  |     Version:          
  Resolution:               |    Keywords:          
      Parent:               |      Points:          
Actualpoints:               |  
----------------------------+-----------------------------------------------
Changes (by phobos):

  * status:  closed => reopened
  * resolution:  fixed =>


Comment:

 * 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)?

-- 
Ticket URL: <https://trac.torproject.org/projects/tor/ticket/4068#comment:3>
Tor Bug Tracker & Wiki <https://trac.torproject.org/>
The Tor Project: anonymity online
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