L1 Support Agent #64
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@alexej996, I've assigned you to this new role, as you have in fact been doing this kind of 'Support Staff' work in addition to your Forum Operator (#19) role. As mentioned in the description above, it would be good if we can get an additional couple people helping you with this work in a dedicated way. If there are frequent forum contributors you'd like to invite to take this on, please do! |
2018.01 reportThis month was all about support. With the timeout and transaction broadcast failure bugs in v0.6.3 and v0.6.4, we had around 60 total reimbursements to handle over the last month or so. In the process, we created the https://github.com/bisq-network/support repository, including the reimbursements project board at https://github.com/bisq-network/support/projects/1, all of which made a big difference in managing all this stuff. We came up with the process detailed in https://github.com/bisq-network/support#35 for how to deal with these reimbursements in a very efficient way, and in the end I think it's safe to say that users have been happy with the service they got. I've been keeping a collection of the heartfelt thank-you emails I've gotten after people got their reimbursements back. I have about a half-dozen now, which sort of makes it all worth it. I figure for every one of those I get, there's probably another few people at least who are really happy, but just didn't write anything about it. There have been zero upset or dissatisfied users in this process, so far as I know. I won't be able to do support like that for much longer into the future, and hopefully we won't need it in such an intense way any time soon, but it's a good thing that we have systems and processes in place for dealing with this stuff if and when it does come back up. As Bisq really grows, we'll need people doing one kind of support or another all day long. It would be great to have some of those people get started now. I've been thinking actually, that we might want to reach out via Twitter, Reddit, and elsewhere to up and coming Bitcoin developers who want to get their hands dirty with a real Bitcoin project by helping support its users. I still learn stuff every day when I do this work, it's an amazing education, really. |
2018.02 reportThis month was much lighter support-wise, but there were still a handful of reimbursements to process, and I still haven't gotten to them. There were also several out-of-the ordinary support requests that took special handling from me and @ManfredKarrer. In general, I struggled to keep on top of support issues this month, and I don't foresee the situation getting better. This role needs to be transitioned soon to people who can care for it. By this time next month, I will get out a recruiting communication out about the opportunity of contributing support work for Bisq. In particular, I think we can reach out to smart and capable, technical people who are still relatively new to Bitcoin but want to get involved deeply with it. These people would have a lot to gain from doing support work for Bisq. They would be required to learn about Bisq (and therefore many aspects of Bitcoin) in a deep way—so deep that they end up being able to address virtually any problem that comes up for users. This would be an excellent, apprenticeship-style approach to building technical skills with Bitcoin. The ideal arrangement would be working with young developers who naturally evolve from doing support work to fixing simple bugs that they encounter in support issues, to taking on larger and larger development responsibilities, eventually training other new developers how to do support and transitioning themselves on to dedicated dev work. |
2018.03 reportFrom last month's update:
I sent out the following tweets to this effect, and we'll see what comes of them. About 10 people joined our Slack workspace right afterward, and some conversations have started. From https://twitter.com/bisq_network/status/981216134220468224:
Otherwise, support efforts were fairly light this month. There have been 10 or so new reimbursement issues, and I'll issue the next batch reimbursement for them in bisq-network/support#76 later this week. Many thanks to @alexej996 for continuing to do excellent first-line support on the Bisq Forum. I very rarely have to check anything there myself these days. |
2018.04 report@cbeams serviced a batch reimbursement (bisq-network/support#76) this month. @alexej996 continues to do first-line support via the Bisq Forum, and for the most part, I never see escalations, which I take to mean that he fully resolves most issues that come up there. @alexej996, going forward I'd like to draw a clean separation between the Forum Operator role (#19) and the Support Staff role. You're playing both of these roles, and you've been reporting on the Forum Operator role every month, which is great, but could you begin reporting here every month too? I think what we want to see in from reporting on this role is information about how many support requests we're getting every month, what kind of common issues people are running into, etc. I realize this isn't very specific what I'm saying here, and we can talk further about it, but my main point is that since you're actually our main support staff right now, it would be good to have you reporting on how it's going here, and helping raise awareness about what's missing / what's trending / what we need. I'd like to have you take the primary position here, and I'll take a backseat as secondary, and stop doing monthly reports on my side. Let me know if this works for you, thanks. |
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Sure. I will think of something when it comes to writing monthly reports for this role in the future. |
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Thanks, @alexej996. I've updated the description to reflect that you're primary now. |
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See my comments on this role in the context of @alexej996's current monthly compensation request at bisq-network/compensation#60 (comment) |
2018.5 updateOne of most common issues users always seemed to have on the forum are timeouts when taking offers and lost trading fees as a result. Since these times of issues are handled and refunded by Chris, I usually just advise them to contact him, although Manfred stepped in for one of these this month. There were multiple users on the forum getting exceptions regarding duplicate transactions in their wallets. Manfred also assisted on this one and these users seemed to recover their funds successfully. There were some general questions about some payment methods on the forum this month that @alfsbs agreed to answer, since I wasn't familiar with them. He was really helpful about this. We also had users trying to recover their funds from their older Bisq wallets that used Dash as a base currency. We also had some people asking general questions about development and running on CentOS. Users also seem to be asking for some features commonly, such as fiat fixed offers and chatting between traders. There is also one user on reddit asking about identity verification during the dispute process and why it is necessary, I wasn't really able to answer that question for him as I am generally not that familiar with the fiat side of things. |
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Hello support staff !, |
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That sounds great to me :) Come and help out whenever you can and you can request a compensation at the end of the month. I don't really have any specific times I am not available, but I am usually around in the 12:00-02:00 GMT interval. |
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As a general note to @HarryMacfinned and anyone else who wishes to perform support services in the future, there's really no permission required. Simply help people out in whichever forums and channels you choose, and then submit a compensation request at the end of the month with links to your work. The first few times around, you'll want to be explicit in your compensation requests, linking to as many of your support interactions as possible. As the months go by, and you build a reputation, it will be less necessary to link to everything, and you can start to report more in the aggregate, much as @alexej996 does now. In the beginning, though, everyone will want to know whether the kind of support you're providing is the kind of support we as stakeholders want to reward with BSQ, so folks will want to review your links as a way of figuring that out. |
Cycle 60 and 61Did not submit compensation request last cycle as missed the deadline. Busy with support for cycle 60 and 61. Cycle 60 was particularly busy due to the bitcoinj and then lack of 4 supplied bitcoin nodes preventing trading. I supported users on Matrix Continued to assist on the support repository for user with reimbursement requests. Attended team meetings this cycle. Still need to action
Additional infoReport31.05.24 Payout transaction ID questions |
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For Cycle 61 Summary of contributions
Detail log of support workJul 9 Matrix Support: General advice Jul 10 Support agent call Jul 12 Matrix Support: Bisq 2 tor connection error Jul 17 Matrix First BTC: Scammer / General Questions Jul 17 Support agent call Jul 18 Matrix Support: min fee rate Jul 19 Matrix Support: scammer issues Jul 19 Matrix Support: Strike questions Jul 19 Matrix Support: Bisq 2 trade time discussion Jul 21 Matrix Support: Running own btc node Jul 21 Matrix Support: Removing Bisq Easy offer Jul 24 Matrix DM: Reporting potential scammer Jul 25 Support agent call Jul 25 Matrix DM: Bisq 2 questions Jul 26 Matrix Support: Bank issues/open support Jul 26 Matrix Support: SPV Resync/Running own node Jul 29 Matrix DM: Issues with fiat account being closed Jul 29 Matrix Support: BTC node connection fix Jul 30 Matrix General: Running both Bisq 1 and 2 Jul 31 Matrix Support: Strike / USDT question Jul 31 Support agent call Aug 1 Matrix DM: Trade not paid out/finding mediator Aug 1 Matrix Support: Deposit concerns Aug 3 Matrix Support: Price tolerance issues Aug 4 Matrix Support: inbound connection issues Aug 6 Matrix Support: btc connection issues Aug 7 Matrix Support: trade question Aug 7 Support agent call - continue to monitor matrix chat room most overnights and early mornings - signup/monitor additional support channels - clean up some wiki pages, as noted from recent browsing (typos, etc) - attend support calls |
Cycle 61
Here is a more detailed review of my work: Click to see report18.07.24 - Matrix Private message: User not being able to receive a message from their mediator |
Cycle 62List of 86 Bisq1 support actions
List of 72 Bisq2 support/moderation actions
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Cycle 62
Here is a more detailed review of my work: Click to see report17.08.24 - Matrix: Revtag issue. Closed account & reestablishing another name. |
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For Cycle 62 Summary of contributions
Detail log of support workAug 8 Matrix Support: Windows discussion Aug 8 Matrix First BTC: room limits/methods explained Aug 9 Matrix Support: trade/dispute process explained Aug 9 Matrix General: arbritation process Aug 9 Matrix General: dispute process expalined Aug 9 Matrix General: strike policy Aug 11 Matrix Support: MacOS audio bug Aug 13 Matrix Support: banking issue Aug 13 Matrix DM: Zelle issues Aug 13 Matrix Support: stuck trade/spv resync Aug 14 Matrix First BTC: Bisq Easy discussion Aug 14 Support Call: attended/active Aug 16 Matrix Support: failed trade / spv resync Aug 17 Matrix Support: issue with completing trade Aug 20 Matrix Support: running own btc node Aug 20 Matrix General: issue marking payment complete Aug 25 Matrix Support: issue with interac trade Aug 25 Matrix Support: failed trade/spv resync Aug 26 Matrix Support: trade stuck/spv resync Aug 26 Bisq 2 General: restoring backup Aug 27 Matrix Support: trade stuck/spv resync Aug 28 Matrix Support: wrong txid posted for xmr trade Aug 28 Support Call: attended/active Aug 28 Bisq 2 General: user activity question Aug 29 Matrix Support: issue with wise trade Aug 29 Bisq 2 Assistance: lighting wallet connection issues Aug 30 Matrix Support: MacOS install issue Aug 30 Bisq 2 Report: make mediation case numbers public Sept 2 Bisq 2 Assistance: ach transfer questions Sept 4 Matrix Support: problems sending messages to peer Sept 4 Bisq 2 Report: discussion on updated security Sept 4 Support Call: attended/active - continue to monitor matrix chat room most overnights and early mornings - signup/monitor additional support channels - clean up some wiki pages, as noted from recent browsing (typos, etc) - attend support calls |
Cycle 62There have been very quiet days. Items4aug |
Cycles 61 and 62
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Cycle 62This cycle was quiet for me. Not many support queries dealt with. I supported 11 users on Matrix Attended team meetings this cycle. Still need to action
Additional infoReport06.08.24 User with bank questions |
Cycle 63List of 109 Bisq1 support actions
List of 68 Bisq2 support/moderation actions
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For Cycle 63 Summary of contributions
Detail log of support workSeptember 5 Telegram: Bisq Bisq 2 vs Bisq 1 discussion September 5 Bisq 2: Private Chats Question about error while taking offers September 5 Matrix: Contrib Internal Attended contributor call September 6 Matrix: General Signed account issue September 11 Matrix: Support Call Active on weekly support call September 11 Matrix: Support ignored peers September 11 Matrix: Support concern about bank warning September 13 Matrix: Support Zelle issues September 14 Matrix: Support finding closed mediation in history September 14 Matrix: Support trade time question/dispute process September 14 Matrix: Support Concern about slow trader/trade time explained September 15 Matrix: Support banking issues September 16 Matrix: General finding your mediator September 18 Telegram: Bisq Warning about scammer September 18 Matrix: Support Call Active on weekly support call September 25 Matrix: Support Call Active on weekly support call September 26 Matrix: Support trade time question September 30 Matrix: Contrib Internal discussion about potential mobile user base October 1 Matrix: Support spv resync / stuck trade October 2 Matrix: Support Call Active on weekly support call October 3 Telegram: Bisq Issues verifying PGP signature after download October 3 Telegram: Bisq Concerns about scammer contacting user directly October 3 Telegram: Bisq Questions about Bisq 2 safety October 3 Telegram: Bisq Running 2 instances on 1 machine October 3 Telegram: Bisq Questions about deposit for trades October 3 Telegram: Bisq Bisq 2 Backup/restore October 3 Telegram: Bisq Concerns about CPU usage on BIsq 1 October 3 Matrix: Support Failed trades October 3 Matrix: Support min deposit / bisq 2 / xmr trades October 3 Matrix: Support spv resync / failed trade October 3 Matrix: Support btc node connection issues October 3 Matrix: Support DAO sync issues October 3 Matrix: Support concern about possible scammer October 3 Matrix: Support SPV Resync October 3 Matrix: Support Warning about scammer dming people October 3 Matrix: Contrib Internal Attended contributor call October 4 Matrix: Support SPV Resync/New data dir October 4 Matrix: Support Cancel trade after taken October 4 Matrix: General Buyer unable to send fiat/dispute process October 4 Bisq 2: Support->Assistance seller questions/reputation October 5 Matrix: Support Sending sepa rather than sepa instant October 5 Bisq 2: Support->General Linux popup size issue October 6 Bisq 2: Discussions->Bisq gaining reputation October 7 Matrix: Support Trade not progressing in the UI October 7 Matrix: Support Concern about names not matching on sepa transfer October 7 Matrix: Support Dispute process October 7 Matrix: Support Bisq 2 user profile question - Continue to monitor and assist users in Matrix support chat room - Continue to monitor and assist users in Bisq telegram group - Assist in other support groups/channels/forums as needed - Clean up some wiki pages, as noted from recent browsing (typos, etc) - Attend weekly support calls |
For Cycle 63A normal cycle, except I reported 2 chargeback attempt claims to mediators but I haven't followed them. Items5 |
Cycle 63This cycle was still fairly quiet for me. I supported 24 users on Matrix Attended team meetings this cycle. Still need to action
Additional infoReport07.09.24 Message deliverability issues |
Cycle 63
Here is a more detailed review of my work: Click to see report06.09.24 - Matrix: User needed help reaching his mediator |
Cycle 64List of 95 Bisq1 support actions
List of 81 Bisq2 support/moderation actions
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Cycle 64
Here is a more detailed review of my work: Click to see report08.10.24 - Matrix: Problem with mediation |
Cycle 64I supported 49 users on Matrix Recreated my account on Bisq Forum to answer questions there. Attended team meetings this cycle. Still need to action
Additional infoReport09.10.24 User wanting to know what is the purpose of 'account owner full name' in a payment account |
and others
Docs: https://bisq.wiki/Support_Agent
Team: @bisq-network/l1-support-agents
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