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See SupportTrackerHighlights for its key features. == Key Features ==

'''Launchpad Integration:''' The Support Tracker is available for all hosted
products and distributions. You can also use the existing Team infrastructure
to organize the community support.

'''Guided Filing:''' When a user posts a new support requests, a search is
done through the existing requests to try to find similar ones. This helps
users get answers faster and reduce the number of similar requests in the
tracker.

'''Multi-lingual Support:''' Users can post requests in their native
languages. People answering requests can choose which languages they support.
This feature makes it easy to build native-language support community.
Support in as many languages as your users speaks!

'''Detailed Workflow:''' The status of support requests is tracked
automatically based on the actions people make on a request. This makes it
easy to track which requests still needs an answer and which needs input from
the user.

'''Searchable Reports:''' Various reports are offered making it easy to find
the requests you are interested in. The '''Open''' report is perfect for
users looking for a request still needing an answer. The '''Answered'''
report is great for users trying to find a solution to their problem. There
is also a '''Need Attention''' report which shows all the support requests
that need your input. Plus, all these reports are searchable.

'''Support Contacts:''' Dedicated users can register as support contacts to
receive notifications on all support requests. These people are the backbone
of your user support community.

'''Email Integration:''' The support tracker is very well integrated with
email. Users posting a request receives replies on their request by email.
Any users can also subscribe to requests to receive notifications when new
messages are added to the request. It is even possible to post replies to
existing support requests by email.

'''Bug Links:''' Support requests can be linked to bug report. This makes it
easy to build a two-layers bug reporting process where more knowledgeable
users can sift bugs from support requests.


== Documentation for the Support Tracker ==

Launchpad Support Tracker Documentation

One key to making a free software project thrive is to succeed in building a community of dedicated users. An important aspect of this community building is making it easy for users to get help in learning to use and master the product.

The Launchpad Support Tracker aims to offer tools to effectively build a support community around your product or distribution. It makes it easy for users to find help by posting support requests that can be answered by more knowledgeable peers.

Key Features

Launchpad Integration: The Support Tracker is available for all hosted products and distributions. You can also use the existing Team infrastructure to organize the community support.

Guided Filing: When a user posts a new support requests, a search is done through the existing requests to try to find similar ones. This helps users get answers faster and reduce the number of similar requests in the tracker.

Multi-lingual Support: Users can post requests in their native languages. People answering requests can choose which languages they support. This feature makes it easy to build native-language support community. Support in as many languages as your users speaks!

Detailed Workflow: The status of support requests is tracked automatically based on the actions people make on a request. This makes it easy to track which requests still needs an answer and which needs input from the user.

Searchable Reports: Various reports are offered making it easy to find the requests you are interested in. The Open report is perfect for users looking for a request still needing an answer. The Answered report is great for users trying to find a solution to their problem. There is also a Need Attention report which shows all the support requests that need your input. Plus, all these reports are searchable.

Support Contacts: Dedicated users can register as support contacts to receive notifications on all support requests. These people are the backbone of your user support community.

Email Integration: The support tracker is very well integrated with email. Users posting a request receives replies on their request by email. Any users can also subscribe to requests to receive notifications when new messages are added to the request. It is even possible to post replies to existing support requests by email.

Bug Links: Support requests can be linked to bug report. This makes it easy to build a two-layers bug reporting process where more knowledgeable users can sift bugs from support requests.

Documentation for the Support Tracker

Here are some documents that describe how to make the most of the support tracker:

AnswerTrackerDocumentation (last edited 2008-06-17 14:21:16 by localhost)