Re: [tor-dev] [tor-reports] Help desk report for November 2014

[David Fifield <david@xxxxxxxxxxxxxxx>]

On Mon, Dec 01, 2014 at 09:41:58AM -0600, Colin C. wrote:
> Hi everyone,
> 
> Here is the help desk chart for November 2014: 
> 
>           |   ar |   en |   es |   fa |   fr |   zh | Total | (Rejected)
> ----------+------+------+------+------+------+------+-------+-----------
>     boklm |      |      |      |      |    7 |      |     7 |           
>   harmony |      |  113 |      |   38 |      |      |   151 |        33 
>     jason |      |  271 |      |      |      |   76 |   347 |        38 
>     lunar |      |   36 |      |      |   28 |      |    64 |        22 
>      mttp |      |  140 |      |      |      |      |   140 |         1 
>      noel |      |    2 |   56 |      |      |      |    58 |           
>     phoul |      |  185 |      |      |      |      |   185 |        39 
>   sherief |    6 |  277 |      |      |      |      |   283 |        45 
>      vmon |      |      |      |    2 |      |      |     2 |           
> ----------+------+------+------+------+------+------+-------+-----------
>     Total |    6 | 1024 |   56 |   40 |   35 |   76 |  1237 |       182 
>    (Open) |    1 |   40 |    1 |   14 |    4 |    4 |    64 |      
> 
> That's almost 41 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                             
> -------+-----------------------------------------------------------------
>     67 | Get your own bridges. 
>     36 | Get TB's Tor Log.
>     33 | Exclude Tor Browser from an Antivirus/Firewall/AntiMalware
>     30 | Tor Browser doesn't work (Windows)
>     13 | Redirect to Guardian Project's support
>     11 | How to get bridges and  use Tor in mainland China
>     11 | Please try meek
>     10 | [debug] Tor Browser 4.0 is crashing on Windows
>      9 | Can't connect to my favorite onion site!
>      8 | Unsupported language
>      7 | Redirect to Tails support
>      7 | Suggest the tor-talk mailing list
>      6 | Tor-related error window from browser.
>      5 | How to use bridges
>      5 | Set Country
>      4 | TBB no Flash/Java other plugins

(Replied to from https://lists.torproject.org/pipermail/tor-reports/2014-December/000711.html.)

Colin, is it possible to see what's in the answer templates? At the 2014
dev meeting, a note in the support session
(https://trac.torproject.org/projects/tor/wiki/org/meetings/2014SummerDevMeeting/SupportDiscussion)
said "Lunar wants to take the RT articles out of the RT DB, put them on
a public web page, allow others to review them." Does anything like that
exist?

David Fifield
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