Improve Help Desk standard replies
This was originally proposed on #17935 (comment 160485).
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Move existing standard replies ("templates") to a place where people who are not Help Desk members can propose improvements → https://gitlab.tails.boum.org/tails/help-desk-shared/-/wikis/templates -
Help Desk start using this standard reply, we get used to improving & updating it. -
Write new standard replies as needed, for situations not covered by the existing ones. -
"This is not Tails specific, we have limited resources, you'll find the answer yourself using your favorite search engine" (some users clearly ask Help Desk before they search the web) -
"We're aware of this problem, we're working on it, see $ISSUE"
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Triage the existing standard replies -
Move the most common/relevant standard replies to our website -
Teach numbat how to propose changes to templates hosted on our website i.e. how to do a MR, presumably via the GitLab web interface→ cancelled -
Decide whether it's worth automating the process of sending this standard reply - If it is, see you on #17935 (closed).
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@sdibella has a look at the content and improves it
Also see https://tails.boum.org/blueprint/Helpdesk_Auto-reply/.