[bisq-network/growth] [CALL] Addressing the Bisq Support Workflow - Bisq BRIEF for November 21 (#164)

[FKrauss]

silly question, but I guess it's not only on my mind.

What are the unique properties of Bisq support that a regular ticketing system does not fill?
i.e. Zendesk or any other similar service.

I see mainly the following, (please add more):

1. Email support relies on having emails and identity, making support people a trusted role (as opposed to self service support or community provided support)
2. Many of the concepts around these ticketing system imply a company that has targets for resolution time and whose staff has the power to actually do things (like modify data in the backend). although not entirely, as you can also have support for products that are not a sort of SAAS offering
3. there is no incentive to close these support tickets (please note the distinction between a github issue/ticket vs a support ticket) -> if there is an incentive on a per ticket basis, there is also an incentive to cheat it.


Although maybe there is a setup that comprises what @ripcurlx mentioned above. i.e support agents pay per month for their seat on Zendesk (using it as a placeholder for the ticket system) and hold a BSQ bond, this way there is a mini barrier for scamming, it costs you the setup and there is somewhat of an individual reporting for the agent to request compensation... but I don't like it because it makes it even more of a trusted role where someone needs to be this Zendesk Admin
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If we can mitigate these I believe we can shape a decent support structure. And I do think that nowadays we are just spread too far in too many places, which is a consequence of community provided support (I myself onboard users in Brazil via our Pt-br telegram group). 

Right now I also see a few layers of support. 

**front-line:** community
**second-line:** documentation (as much as I'd want this to be the first, it is always easier to ask around than to read documentation)
**third-line:** Slack / keybase / forum
**last-line:** github(I'm sorry but as much as I would love to use github issues for support, only developers have github accounts, regular users do not)


Is this the structure we believe is the ideal?


Let me know what you think, and I'll join the call too, so we can chat about it! 

Cheers

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