Improve our bitcoin processes (support-side)

[pjf]

Right now we have lots of open tickets tracking bitcoin pay-ins. Ideally open tickets should be things which actually require action, as opposed to waiting.

There's "Waiting on third party" status in FreshDesk, which we should use, but we need a way to have these tickets to re-open when their funds have cleared.

We should investigate:

• Is there a way to have FreshDesk re-open a ticket on a given date? (Eg, due date)
• If not, can we write a bot to do this for us? (FreshDesk has an API)

Other suggestions on how we can improve our Bitcoin processes are welcome.

[chadwhitacre]

We should also weigh these options against the effort to simply automate the bitcoin process (#1960 #1963).

[pjf]

Tagging @bruceadams in on this as well.

We should also weigh these options against the effort to simply automate the bitcoin process (#1960 #1963)

I don't view this as an either/or process. Unless bitcoin processing gets automated really soon, we have a need to clean up our support processes. And even if we clean up our support processes, we still want to automate bitcoin processing.

I'm going to make a dummy "status messages" group that we can throw things into. That way we don't lose those messages, and they don't clutter up the "support" queue (which ideally should be a list of things with need working on, as opposed to the clutter which we see now).

This is a reversible action if we decide we don't want status messages in a separate group, so objections and clever ideas welcome :)

~ pjf

[pjf]

And done.

I've made a view called "Needing Attention", which are new tickets in the support queue (as opposed to vendor or status messages queue), and those tickets that the agent in question is responsible for.

This view doesn't show other people's tickets.

[chadwhitacre]

@pjf So are we ready to close this?

[pjf]

@whit537 : I'd love a documented process on how we actually manage bitcoin at some point (just to reduce your bus factor a bit), but if you're happy with me throwing all the tickets which are not from sentient entities into the "status messages" queue, then that solves my immediate itch of the support views getting clogged with cruft. :)

[chadwhitacre]

@pjf Cool. Be sure to assign to me anything you want me to actually look at. My approach to Freshdesk is to only look at the "My Open and Pending Issues" filter, and only through the web (no email). I'm trying to check every day, so if something is especially urgent please also drop me a line on IRC or Twitter.

[chadwhitacre]

I'd love a documented process on how we actually manage bitcoin at some point (just to reduce your bus factor a bit)

Reticketed as gratipay/inside.gratipay.com#28. :-)