The RT ticketing system was not made public since a number of people were sending their concerns to us (by sending email to <a href="mailto:help@laptop.org">help@laptop.org</a>); and including personal information and order information. We decided to make it private to protect this data. But -- it is really important for us all to see the metrics from the RT system to answer the kinds of questions that everyone has: How many questions are on getting started, on wifi, on donor services (where is my laptop?), etc. I have attached some pictures of metrics... but it might be more informative to put that info on a public wiki page so we can get trends over time, etc. A few things about these stats: 1 - these stats are almost entirely from the Give One Get One donors. 2 - these don't represent all questions as there was a partner taking 99% of the phone calls and about 5-8 times as many email questions as our RT system. 3 - we did these stats WITH the donor services questions (where is my laptop?) and without those questions, which represents 'tech support' questions. Regards, Kim <div class="gmail_quote">On Tue, May 6, 2008 at 7:11 PM, Edward Cherlin <<a href="mailto:echerlin@gmail.com">echerlin@gmail.com</a>> wrote: <blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> On Tue, May 6, 2008 at 1:54 PM, C. Scott Ananian <<a href="mailto:cscott@cscott.net">cscott@cscott.net</a>> wrote: >  Docs to go w/ builds: >   <a href="http://dev.laptop.org/%7Ecscott/joyride-1477-api/" target="_blank">http://dev.laptop.org/~cscott/joyride-1477-api/</a> >   <a href="http://dev.laptop.org/%7Ecscott/joyride-1477-api/epydoc.py" target="_blank">http://dev.laptop.org/~cscott/joyride-1477-api/epydoc.py</a> >   <a href="http://dev.laptop.org/%7Ecscott/joyride-1477-api/epydoc.config" target="_blank">http://dev.laptop.org/~cscott/joyride-1477-api/epydoc.config</a> >   <a href="http://epydoc.sourceforge.net/" target="_blank">http://epydoc.sourceforge.net/</a> >   <a href="http://dev.laptop.org/ticket/4132" target="_blank">http://dev.laptop.org/ticket/4132</a> I'll get started. >  "How to use your new XO" activity (<a href="mailto:adam@laptop.org">adam@laptop.org</a>) >   Large # of our support tickets are basic "how do I use this thing" issues Who manages this? Can I get in and examine tickets, or ticket statistics, and see what kinds of issues there are? I assume that many people are calling about a few items, and fewer people about the other issues in something like an 80-20 rule. I want to find out if there is any further pattern in what people have trouble with. Do we have any volunteers with UI testing experience? -- Edward Cherlin End Poverty at a Profit by teaching children business <a href="http://www.EarthTreasury.org/" target="_blank">http://www.EarthTreasury.org/</a> "The best way to predict the future is to invent it."--Alan Kay _______________________________________________ Devel mailing list <a href="mailto:Devel@lists.laptop.org">Devel@lists.laptop.org</a> <a href="http://lists.laptop.org/listinfo/devel" target="_blank">http://lists.laptop.org/listinfo/devel</a> </blockquote></div>