[[!meta title="Request tracker (RT) for help desk"]]

We want a tool that allows our help desk to
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MUST
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 - 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 [[!tails_ticket 9080]]
 - Make it easy to get new mates on board
 - Keep a database of template answers

SHOULD
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 - 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
 - Allow tracking tails-support@ from the same interface
 - 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
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 - Have a disposable chat system for tricky cases (Tor does that)

Resources
=========

 - [[!wikipedia Comparison_of_help_desk_issue_tracking_software]] (Wikipedia)

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://www.bestpractical.com/docs/rt/4.2/RT/Crypt/GnuPG.html
  - https://forge.puppetlabs.com/darin/rt
