Commit 3d7e7a1c authored by intrigeri's avatar intrigeri
Browse files

Merge branch 'doc/14519-help-desk-foundations-team-and-tech-writers-mission'

Closes: #14519
parents 402358cc 839cd7c8
......@@ -21,6 +21,12 @@ The Tails Foundations Team is responsible for:
those submitted by the [[release manager]], and the translation
merge requests sent to <tails-l10n@boum.org>;
* checking how important each issue forwarded by Help Desk is, whether
it's worth documenting it, and validating the workarounds. If it's
worth documenting the problem and possibly the workarounds, either
put it on our Technical Writers' plate, or draft something directly,
or merge a draft proposed by Technical Writer apprentices;
* help triage new tickets that are on nobody else's plate when
frontdesk isn't in a good position to do it;
......
......@@ -2,18 +2,44 @@
[[!toc]]
Main purpose
============
Help Desk is handling individual support requests with two primary
goals:
1. Gather qualitative and quantitative user data, that can be used:
- by the Foundations Team and UX people to prioritize their own
work;
- by our broader community, to improve our understanding of who our
current users are, feed our thought process about our vision for
Tails in the future, and help us build a relevant roadmap.
2. Help the bug reporter resolve the problem they are facing.
User support
============
- Do user support by email:
- Reply to bug reports received on tails-bugs@boum.org (empty reports might
- Reply to bug reports received on <tails-bugs@boum.org> (empty reports might
be silently ignored).
- Reply to private user support requests received on
[[tails-support-private@boum.org|about/contact#tails-support-private]].
- Improve the list of [[known issues|support/known_issues]] and [[FAQ|support/faq]] incrementally based on the work done by email, and do
whatever small tasks will make the frontdesk job's easier in the future.
- Based on users reports, gather information on compatibility in
between Tails and Mac computers according to [[!tails_ticket 9315]].
- Act as a proxy between issues reported by users and the rest of
the project. Don't spend too much time investigating every such
issue, in particular for hardware support problems. Instead,
forward this information to the Foundations Team:
1. Gather information about the context in which the problem
occurs, how important it is, what known workarounds exist.
2. Forward the WhisperBack report over email.
3. File a ticket assigned to a Foundation Team member, referencing
the WhisperBack report ID.
4. Ideally, provide statistics about how many people are impacted.
5. The Foundations Team will take a look and decide what to do
(e.g. addressing root cause of the problem, or asking Technical
Writers to document the problem and workarounds, or dismissing
it).
- Do user support on XMPP if you feel like it.
General communication watchdog
......@@ -21,7 +47,8 @@ General communication watchdog
- Try to do something about the
[new tickets](https://labs.riseup.net/code/projects/tails/issues?query_id=157)
that appear in Redmine. An Atom feed is available for easier
that appear in Redmine; if you can't do anything, reassign to
a Foundations Team member. An Atom feed is available for easier
monitoring, see the link at the bottom of that page.
- Administer and moderate our general purpose public mailing lists:
- [tails-dev@boum.org](https://mailman.boum.org/admin/tails-dev)
......
......@@ -22,6 +22,10 @@ as a fallback if no other contributor volunteers to do it.
- Documenting new features, including [[doc/about/features]].
Documentation writing should be included in the budget if the
feature has one.
- Document known issues and their workarounds (e.g. on the
[[FAQ|support/faq]] or in the list
[[known issues|support/known_issues]]), based on information
provided by our Help Desk and triaged by the Foundations Team.
As technical writers have a limited amount of time to dedicate to these
tasks, Tails as a project should redefine priorities on a regular basis.
......
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