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Feature #9803

Bug #9960: Request tracker for help desk

Call for a meeting to refine requirements for help desk request tracker

Added by mercedes508 over 2 years ago. Updated 3 months ago.

Status:
Confirmed
Priority:
Normal
Assignee:
Category:
Infrastructure
Target version:
Start date:
Due date:
% Done:

0%

QA Check:
Feature Branch:
Type of work:
Research

Description

Gather requirements from frontdesk and other interested parties about a tool to better handle users report and support.
Requirements need to be refined and revised by other teams, for example regarding user's privacy.

Team: emmapeel, sajolida


Related issues

Blocks Tails - Bug #9805: Choose a new frontdesk RT tool Confirmed 07/24/2015
Blocks Tails - Bug #11744: Experiment with RT against our requirements Confirmed 08/29/2016

History

#1 Updated by sajolida over 2 years ago

  • Subject changed from Define requirements for futur frontdesk tool to Define requirements for futur frontdesk CRM

#2 Updated by sajolida over 2 years ago

  • Tracker changed from Bug to Feature
  • Assignee set to emmapeel
  • Feature Branch set to https://tails.boum.org/blueprint/CRM_for_frontdesk/

This is on our roadmap for 2016. Emma Peel, I created yourself a blueprint to start gathering requirements: https://tails.boum.org/blueprint/CRM_for_frontdesk/

#3 Updated by emmapeel over 2 years ago

ok, scratched some notes i had from meetings, and asked for more input.

But can we not call it CRM? It has some spooky panopticon corporate connotations.

Better 'help desk issue tracking software', I feel, for what we want to do.

CRM in wikipedia (excerpt):

Customer relationship management (CRM) is an approach to managing a company’s interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

#4 Updated by kytv over 2 years ago

  • Subject changed from Define requirements for futur frontdesk CRM to Define requirements for future frontdesk CRM

#5 Updated by kytv over 2 years ago

  • Feature Branch deleted (https://tails.boum.org/blueprint/CRM_for_frontdesk/)
  • Blueprint set to https://tails.boum.org/blueprint/CRM_for_frontdesk/

#6 Updated by intrigeri over 2 years ago

  • Category set to Infrastructure

#7 Updated by sajolida over 2 years ago

  • Parent task set to #9960

#8 Updated by sajolida over 2 years ago

  • Description updated (diff)
  • Target version set to 2016

#9 Updated by sajolida almost 2 years ago

  • Type of work changed from Discuss to Research

#10 Updated by Dr_Whax over 1 year ago

  • Description updated (diff)

#11 Updated by sajolida over 1 year ago

  • Subject changed from Define requirements for future frontdesk CRM to Define requirements for future request tracker for help desk

Emma: is this ready for review? Maybe you could have a look at what's on the blueprint again and tell me if you think it's ready? Then I'll have a look and we could also ask for review by the rest of the help desk.

NB: Yeah, I'd like to start moving from calling you guys "frontdesk" to "help desk" :)

#12 Updated by intrigeri 11 months ago

  • Target version changed from 2016 to 2017

2016 is not a thing anymore.

#13 Updated by elouann 11 months ago

  • Blueprint changed from https://tails.boum.org/blueprint/CRM_for_frontdesk/ to https://tails.boum.org/blueprint/RT_for_help_desk/

The blueprint was renamed

#14 Updated by BitingBird 4 months ago

emmapeel, do you still plan to work on that? if not, de-assign yourself and remove the target version please :)

#15 Updated by intrigeri 3 months ago

  • Blocks Feature #14524: Estimate budget: request tracker for Help Desk added

#16 Updated by intrigeri 3 months ago

  • Blocks Bug #9805: Choose a new frontdesk RT tool added

#17 Updated by intrigeri 3 months ago

  • Blocks deleted (Feature #14524: Estimate budget: request tracker for Help Desk)

#18 Updated by intrigeri 3 months ago

  • Blocks Bug #11744: Experiment with RT against our requirements added

#19 Updated by sajolida 3 months ago

  • Subject changed from Define requirements for future request tracker for help desk to Call for a meeting to refine requirements for help desk request tracker
  • Assignee changed from emmapeel to sajolida

I'll take this one over and call for a meeting about that.

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