We want a tool that allows our help desk to

MUST

  • Track easily what's been done and what's left from previous shifts:
    • Make it easy to ensure everything is answered
    • Be able to follow an issue from the beginning to the end
  • Statistics:
    • Know how many users encountered the same issue. Spot the "Top bug".
    • Be able to have stats on common issues
  • Security of the platform:
    • Allow secure deletion of information over time. Not keep a database forever (how long? what to keep?)
    • Handle incoming OpenPGP emails
    • Handle outgoing OpenPGP emails
  • Be able to search into emails archive
  • Better interaction between user support and devs:
    • Provide logs to devs
    • Make it easy to drop more dev-related issues to devs
  • Provide a separate queue of tickets per language #9080
  • Make it easy to get new mates on board
  • Keep a database of template answers

SHOULD

  • Make it easy to contact the user back when there is a solution
  • Hardware information
    • Parse cleverly WhisperBack data (hardware, gpg, etc)
    • Keep track of hardware compatibility (Tails works on XYZ, Wi-Fi card XYZ doesn't work)
  • Shift management:
    • Replace the calendar of shifts and do something smart about that (send notifications to the person on duty)
    • Automatically clock user support time
  • Replace the list of bad users. Flag them as nasty automatically
  • Allow forwarding issues from and to other user support projects (Tor, Access Now)
  • Allow users to express whether they were satisfied with our answers
  • Be configurable using Puppet

MAY

  • Have a disposable chat system for tricky cases (Tor does that)

Resources

Options

OTRS

  • http://www.otrs.com/
  • https://otrs.github.io/doc/manual/admin/3.1/en/html/configure-pgp.html

RT

  • http://bestpractical.com/rt/
    • https://bestpractical.com/rtir/
    • AccessNow have a RT behind their help desk. It's run by Gustaf Björksten gustaf@accessnow.org.
  • https://www.bestpractical.com/docs/rt/4.2/RT/Crypt/GnuPG.html
  • https://forge.puppetlabs.com/darin/rt
  • Koumbit is using RT and told us about their experience in ead91b4d-8a87-5855-de55-2c4ffcb40377@koumbit.org