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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		 One key to making a free software project thrive is building a community of dedicated users. An important aspect of this is making it easy for users to get help in learning to use and master
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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.		 The Launchpad Support Tracker offers 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 other users in the community.
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'''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.		 '''Launchpad Integration:''' The Support Tracker is available for all hosted products and distributions. You can also use the existing Team infrastructure to organize the support community.
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'''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		 '''Guided Filing:''' When a user posts a new support request, a search is done through the existing requests to try to find similar ones. This helps users get answers faster and reduces the number of similar requests in the
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'''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!		 '''Multi-lingual Support:''' Users can post requests in their native languages. People answering requests can choose which languages they want to support. This feature makes it easy to build native-language support community.
Support as many languages as your users speak!
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'''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.		 '''Detailed Workflow:''' The status of support requests is tracked automatically based on the actions people take on a request. This makes it
easy to track which requests still need an answer and which need input from the user.
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'''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.		 '''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. All these reports are searchable.
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'''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.		 '''Support Contacts:''' Dedicated users can register as support contacts to receive email notifications on all support requests. These people are the backbone of your user support community.
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'''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.		 '''Email Integration:''' The support tracker is very well integrated with email. Users posting a request receive 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.
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'''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.
 '''Bug Links:''' Support requests can be linked to bug reports. This makes it easy to build a two-layer bug reporting process where more knowledgeable users can identify and file bugs from support requests.
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Here are some documents that describe how to make the most of the support
tracker:		 Here are some documents that describe how to make the most of the support tracker feature in Launchpad:
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    * GettingSupportInLaunchpad: Learn how to use the support tracker to get
    help on product or distribution hosted in Launchpad.
    * ProvidingSupportThroughLaunchpad: Learn how to use the support tracker
    to help other users.
    * SupportInYourNativeLanguage: Learn how to use the multi-lingual
    features of the support tracker.
    * SupportRequestLifeCycle: This reference document describes in details
    the support requests life cycle.
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    * GettingSupportInLaunchpad: Learn how to use the support tracker to get help on products or distributions hosted in Launchpad.
    * ProvidingSupportThroughLaunchpad: Learn how to use the support tracker to help other users.
    * SupportRequestLifeCycle: This reference document describes in details the support requests life cycle.
    * SupportInYourNativeLanguage: Learn how to use the multi-lingual features of the support tracker.

Launchpad Support Tracker Documentation

attachment:latest-requests-resolved.png

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

The Launchpad Support Tracker offers 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 other users in the community.

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 support community.

Guided Filing: When a user posts a new support request, a search is done through the existing requests to try to find similar ones. This helps users get answers faster and reduces 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 want to support. This feature makes it easy to build native-language support community. Support as many languages as your users speak!

Detailed Workflow: The status of support requests is tracked automatically based on the actions people take on a request. This makes it easy to track which requests still need an answer and which need 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. All these reports are searchable.

Support Contacts: Dedicated users can register as support contacts to receive email 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 receive 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 reports. This makes it easy to build a two-layer bug reporting process where more knowledgeable users can identify and file bugs from support requests.

Documentation for the Support Tracker

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

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