|
|
[[!meta title="Restructure our support page"]]
|
|
|
|
|
|
Parent ticket: [[!tails_ticket 15130]]
|
|
|
|
|
|
Current problems
|
|
|
================
|
|
|
|
|
|
- Some support channels are put forward too much and might not be
|
|
|
helpful for the average user seeking help (training organization,
|
|
|
Redmine, feature request)
|
|
|
|
|
|
- The difference between our different support content is not clear
|
|
|
enough (known issues, documentation, FAQ).
|
|
|
|
|
|
During the expert review ([[!tails_ticket 14548]]), the person would
|
|
|
have gone to:
|
|
|
|
|
|
1. FAQ: which wouldn't help
|
|
|
2. Chat: which would have been very complicated to setup and might
|
|
|
not have helped
|
|
|
3. Email: which would have helped
|
|
|
|
|
|
But she should instead have been pointed to:
|
|
|
|
|
|
- Better troubleshooting instructions for Mac
|
|
|
- Known issues on Mac hardware
|
|
|
|
|
|
- Our support page is a hub that points to other support content but
|
|
|
currently the user has to change page and scan each one of them.
|
|
|
Instead our support page should help people know which support content
|
|
|
will solve their issue, without trial and error.
|
|
|
|
|
|
- Some requests are very frequent on our help desk (and they change over
|
|
|
time). Our support page should help filter these frequent issues
|
|
|
quickly.
|
|
|
|
|
|
- Issues for the current release are only listed in the release notes,
|
|
|
which is probably not where people facing these issues would look for.
|
|
|
|
|
|
Ideas
|
|
|
=====
|
|
|
|
|
|
- Restructure the page to help differently people who either cannot
|
|
|
start Tails or are in Tails already.
|
|
|
|
|
|
- Split [[!tails_gitweb wiki/src/support/known_issues.mdwn]] into two:
|
|
|
|
|
|
- Issues that prevent Tails from starting: [[!tails_gitweb
|
|
|
wiki/src/support/known_issues/starting.mdwn]] [1]
|
|
|
- Issues that don't: [[!tails_gitweb
|
|
|
wiki/src/support/known_issues.mdwn]] [2]
|
|
|
- Cross-reference these two pages
|
|
|
|
|
|
Troubles starting Tails
|
|
|
-----------------------
|
|
|
|
|
|
- Create a page dedicated to issues starting Tails and link it from
|
|
|
[[!tails_gitweb wiki/src/support.mdwn]] and
|
|
|
[[!tails_gitweb wiki/doc/first_steps/bug_reporting.mdwn]]:
|
|
|
|
|
|
- Inline troubleshooting sections from the installation instructions
|
|
|
- List or inline known issues that prevent Tails from starting [1]
|
|
|
|
|
|
Troubles inside Tails
|
|
|
---------------------
|
|
|
|
|
|
- Improve a bit the upgrade instructions "*Make sure you are using the
|
|
|
latest version*".
|
|
|
|
|
|
Like we're doing on [[!tails_gitweb
|
|
|
wiki/src/install/inc/steps/verify_up-to-date.inline.mdwn]]
|
|
|
|
|
|
- List hot topics on help desk
|
|
|
|
|
|
The help desk could maintain a list of the most popular issues
|
|
|
reported, for example updating it after each shift (two weeks).
|
|
|
|
|
|
This list would be:
|
|
|
|
|
|
- Inlined on the support page
|
|
|
- Copied in the monthly reports
|
|
|
|
|
|
- Inline issues from latest release
|
|
|
|
|
|
We could have inline files listing issues for each release.
|
|
|
|
|
|
For example: [[!tails_gitweb
|
|
|
wiki/src/news/version_3.3/issues.inline.mdwn]]
|
|
|
|
|
|
This file would be inlined from both:
|
|
|
- The support page
|
|
|
- The release notes for this version
|
|
|
|
|
|
When writing the release notes for a new version:
|
|
|
|
|
|
1. Review the issues from the latest version and see if they are
|
|
|
still relevant.
|
|
|
2. Create an empty file for the next version, copying parts from the
|
|
|
previous version whenever relevant.
|
|
|
3. Update /support to inline the file for the next version.
|
|
|
|
|
|
- List or point to known issues that don't prevent Tails from starting [2]
|
|
|
|
|
|
- Embed more information about the documentation in the support page
|
|
|
|
|
|
We could reuse the index pages that we already have for the different
|
|
|
documentation sections ([[!tails_gitweb
|
|
|
wiki/src/doc/first_steps.index.mdwn]]) and display them in accordions
|
|
|
(toggles).
|
|
|
|
|
|
See how Chrome does that:
|
|
|
<https://support.google.com/chrome/?topic=7438008>
|
|
|
|
|
|
* Link to FAQ after documentation and explain what kind of information
|
|
|
is in there
|
|
|
|
|
|
Our FAQ almost exclusively contains general interest questions that
|
|
|
are not about how to start Tails or issues affecting Tails.
|
|
|
All-in-all, they should be way less relevant to people visit the
|
|
|
support page than our known issues and documentation.
|
|
|
|
|
|
Contact and misc
|
|
|
----------------
|
|
|
|
|
|
- Decide what to do with training organizations
|
|
|
|
|
|
Ask the organizations if they are being contacted for support and, if
|
|
|
so, find out what issues are being reported.
|
|
|
|
|
|
- Rephrase and restructure Redmine and feature requests for a technical audience only
|
|
|
|
|
|
The support page currently refers users to Redmine to find out if an
|
|
|
issue is already known which is probably a dead end for less technical
|
|
|
users.
|
|
|
|
|
|
- Advertise "Report an error" as a option to contact us
|
|
|
|
|
|
Right now, it is advertised outside of the ways to "get in touch with
|
|
|
us".
|
|
|
|
|
|
Could we go even further and say that people who cannot start Tails
|
|
|
should write us an email and people who can start Tails should send us
|
|
|
a WhisperBack report?
|
|
|
|
|
|
- Remove the instructions to connect to the chat
|
|
|
|
|
|
There is very little happening on the chat actually. Very few users
|
|
|
with a good understanding of Tails help others. Most core Tails people
|
|
|
connect either rarely or never.
|
|
|
|
|
|
Make it less visible until it's easy to connect and get answers?
|
|
|
|
|
|
Next steps
|
|
|
==========
|
|
|
|
|
|
* Ask feedback from:
|
|
|
- Help desk
|
|
|
- Expert who did the review
|
|
|
- Release managers
|
|
|
* Create wireframes of the final page
|
|
|
* Organize incremental work to implement all this |