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[[!meta title="Request tracker for help desk"]]
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---
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title: Request tracker for help desk
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---
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Having a request tracker powering our help desk will be key to fulfilling their
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Having a request tracker powering our help desk will be key to fulfilling their
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[[updated mission|contribute/working_together/roles/help_desk]]:
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[updated mission](https://tails.boum.org/contribute/working_together/roles/help_desk):
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**Gather qualitative and quantitative data to understand better our users and
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**Gather qualitative and quantitative data to understand better our users and
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prioritize our work.**
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prioritize our work.**
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| ... | @@ -31,7 +34,7 @@ MUST |
... | @@ -31,7 +34,7 @@ MUST |
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- Search on metadata (eg. filter by the version of Tails)
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- Search on metadata (eg. filter by the version of Tails)
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- Make it easy to forward logs to devs (who might not have a direct
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- Make it easy to forward logs to devs (who might not have a direct
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access to the platform)
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access to the platform)
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- Provide a separate queue of tickets per language [[!tails_ticket 9080]]
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- Provide a separate queue of tickets per language tails/tails#9080
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- Make it easy to onboard new help desk members
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- Make it easy to onboard new help desk members
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- Keep a database of template answers
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- Keep a database of template answers
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- Allow cross-referencing Redmine tickets and help desk tickets
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- Allow cross-referencing Redmine tickets and help desk tickets
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| ... | @@ -69,16 +72,16 @@ Budgeting |
... | @@ -69,16 +72,16 @@ Budgeting |
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This work is directly related to the work of four of our core team:
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This work is directly related to the work of four of our core team:
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- [[Help Desk|contribute/working_together/roles/help_desk]]: they will
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- [Help Desk](https://tails.boum.org/contribute/working_together/roles/help_desk): they will
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use the platform to do their work.
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use the platform to do their work.
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- [[Foundations
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- [Foundations
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Team|contribute/working_together/roles/foundations_teams]]: they will
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Team](https://tails.boum.org/contribute/working_together/roles/foundations_teams): they will
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use the data of the platform to investigate for example hardware
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use the data of the platform to investigate for example hardware
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compatibility issues.
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compatibility issues.
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- [[UX Designes|contribute/working_together/roles/ux]]: they will use
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- [UX Designes](https://tails.boum.org/contribute/working_together/roles/ux): they will use
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the data of the platform to investigate usability issues and help
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the data of the platform to investigate usability issues and help
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prioritizing our work.
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prioritizing our work.
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- [[Sysadmins|contribute/working_together/roles/sysadmins]]: they will
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- [Sysadmins](https://tails.boum.org/contribute/working_together/roles/sysadmins): they will
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administer the platform.
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administer the platform.
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Making sure that the platform will work for them is part of the core
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Making sure that the platform will work for them is part of the core
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| ... | @@ -105,7 +108,7 @@ person. This might be groente but not before the end of the year. |
... | @@ -105,7 +108,7 @@ person. This might be groente but not before the end of the year. |
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Options
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Options
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=======
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=======
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- [[!wikipedia Comparison_of_help_desk_issue_tracking_software]] (Wikipedia)
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- [Comparison of help desk issue tracking software](https://en.wikipedia.org/wiki/Comparison%5Fof%5Fhelp%5Fdesk%5Fissue%5Ftracking%5Fsoftware) (Wikipedia)
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### OTRS
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### OTRS
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| ... | @@ -130,3 +133,4 @@ Options |
... | @@ -130,3 +133,4 @@ Options |
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### Helpy
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### Helpy
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- <https://helpy.io/>
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- <https://helpy.io/>
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