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User Bug Tracking

(This might be related to SCS_ISSUE_TRACKER_MAINTENANCE_R3 but I assume this will be a later revision; right now that task focuses on how developers work with issues, and this is mostly about how users deal with issues.)

Boyan's comments

Here are my comments on bug tracking (and support in general). I'll try to be short in order not to bother you:

• The user should have the option to disable automatic bug reporting. Some users don't like to see an error report every time something bad happens.
• The user's email should be kept so that it doesn't have to be entered every time. We should not allow anonymous reports.
• The bug report form should be really simple.
• While providing ability to enter trac tickets, it is probably a good idea to have a simple form for bug reporting on the site as well. Regular users can be scared by the New Ticket form.
• We should provide anti-bot (anti-spam) filters in Trac. We already have some tickets added by bots.
• It is a good idea to have a Support discussion forum. However, the current forum should be improved a lot - it is now practically unusable.
• Some kind of live chat also seems reasonable, no matter whether we use Skype or not. However, Skype public chats are probably a good solution.
• We might want to provide the good old support@… mail for problems. I'm not sure whether this is actually a good idea.