Update Help Desk's mission
Update Help Desk’s mission to take this into account:
- General principles
- Ideally we would focus our work on improving things for everybody, so that the next person does not meet the same problem. Helping individuals only does not achieve that.
- In reports received by Help Desk, look for input that will teach us something we don’t know, or that will help us improve Tails.
- Work organization
- If nobody feels/is able to do a shift or three, it’s OK to skip it entirely, or maybe someone does it in read-only mode, no answers, only to report back major issues to the project.
- It's possible to ask help outside of the team: e.g. sajolida, intrigeri, possibly other FT people could help occasionally.
- Operational changes
- Once the auto-reply (#17935 (closed)) is in place, Help Desk can stop answering every bug report.
- Sometimes it could be OK to stop answering users once the “Gather qualitative and quantitative user data” part of Help Desk’s mission is done, e.g. OpenPGP (#17183 (closed)) or hardware support (see below).
- Hardware support (#17966 (closed)): identify recently introduced regressions that affect a broad range of hardware, document workarounds our users discover themselves and report to us; apart of that, stop putting efforts into this kind of work.
- Add draft replies (aka. Help Desk templates) to GitLab, so that:
- Help Desk can point the current bug reporter and future ones to the relevant GitLab issue (via autoreply or manual reply), instead of having to write essentially the same answer multiple times
- possibly, some users can find the info themselves on GitLab
- tech writers can improve the phrasing
- developers can update the info e.g. if the branch to test changes (e.g. updated DL links for experimental image) or if they need specific information from affected users. Example: #13576 (closed)
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