[bisq-network/roles] Support Team Lead (#102)

Tue Apr 14 11:54:07 UTC 2020

## Cycle 12 report

This is the first cycle report on this newly-created role issue. I've been playing this role since its inception in January along with the other new team lead roles, but we only just now [got the actual role issues in place](https://github.com/bisq-network/admin/issues/31). In any case, cycle reports here should be a good opportunity to sum up what's happened over the cycle with the support team, what's needed and what to look forward to.

### Support coverage calendar

So far as I can tell, the [coverage calendar](https://bisq.wiki/Support_Agent#Coverage_calendar) is working out well and we've got pretty decent shift coverage. For a while there it seemed like we may have actually overdone it and brought on too many support agents, but with the recent spate of issues, I'm not sure that's the case. If you have any feedback on how we're doing here, please speak up.

### New support agents

This cycle was the first with @bisq-network/l1-support-agents  @Bayernatoor, @huey735 and @MwithM, all of whom played the support intern role between Cycles 10 and 11. Welcome all!

### Changes in the mediator role

@bisquser has stepped down as a [mediator](https://github.com/bisq-network/roles/issues/83), and @wiz and @Bisq-knight have recently bonded into the role, meaning that the @bisq-network/mediators team now consists of @leo816, @wiz and @Bisq-knight. Thanks @bisquser for your efforts, and welcome to the new team members!

### New support budget proposal

If you haven't already seen it, please review @wiz's proposal for how much each support role will be compensated at https://github.com/bisq-network/proposals/issues/200.

### Support case tracking

One of the projects started in the wake of the Q1 update was to establish support issue case tracking (https://github.com/bisq-network/projects/issues/5). Unfortunately, this effort got stalled and hasn't been picked back up to date. Without it, we don't have any real metrics around how many support cases we're dealing with or how well we're dealing with them. I have simply been unable to push the ball forward on this due to time constraints, and that probably won't change any time soon. If someone on the team is interested in taking over this project, please speak up.

### bisq.support Keybase subteam

Another change we made out of the Q1 update was to create a private bisq.support subteam where agents and devs could work together in private, sharing case information with each other on an as-needed basis. This seems to have been a positive addition and the subteam is pretty lively with activity. This is in addition, of course, to the existing, public `#support` channel in the main bisq Keybase team, which also seems to be thriving with activity servicing user requests.

### Critical bugs board

One of the projects we did complete out of the Q1 update was to establish a critical bugs board and process (https://github.com/bisq-network/projects/issues/16). However, without the support case tracking process in place, I'm not sure how much value the support team is getting out of / putting into the critical bugs board. The idea has been to reference critical bugs (and other issues) in our support case tracking GitHub issues, so that we have some kind of running count of how many support cases are related to each bug, helping us to prioritize which ones to fix first. In any case, if you're a support agent, please consider adding comments to critical bug issues when you encounter them with users, whether or not we have the support case tracking process in place. See https://bisq.wiki/Critical_Bugs for more details.

### Lost fee reimbursements

When trades fail for technical reasons like transactions failing to broadcast, we have a policy of reimbursing traders for their lost Bisq trading fees and Bitcoin mining fees. For quite a while, @KanoczTomas played the informal role of handling these reimbursement requests, but has stepped down and has now handed the work off to @leo816. I will create a new "Lost fee reimbursement agent" role very shortly, and will assign it to @leo816. This will not be a bonded role. Indeed, it requires the agent to put up the reimbursement funds out of pocket and then be reimbursed by the DAO in BSQ. Fortunately, these amounts are never very large.

### Changes to the refund agent / arbitrator role

@RefundAgent is now in the process of stepping down from this role, and it is of urgent importance that we find someone to take their place. @m52go has recently written up documentation on the Refund Agent role and its relationship to the Burning Man / Donation Address Holder role. See https://github.com/bisq-network/admin/issues/70#issuecomment-607890856 for details.

@wiz and @cbeams will be meeting soon to further define the Refund Agent / Arbitration role. If you are interested in owning this role, please let one of us know.

### The Bisq wiki

Yet another project out of the Q1 update was rolling out the new Bisq wiki, principally for the reason of creating a kind of knowledge base for Bisq support. There has been quite a bit of activity on the wiki since, and many articles have been written. We still haven't officially rolled it out, but I think we're getting close to a place where we should do that. The main outstanding items are [putting together a suitable main page](https://github.com/bisq-network/wiki/issues/10) that guides the users to the different major kinds of content. If someone is interested in doing this, or more generally owning [the project](https://github.com/bisq-network/projects/issues/8) to roll out the wiki, please speak up.

Also, @kemccall has come on board to fill the Wiki Editor role. This role is still being defined, but please keep an eye out for anything Ken has to say, and feel free to reach out to him. The main idea of the [Wiki Editor](https://github.com/bisq-network/roles/issues/97) role is to have someone responsible for the overall structure and standards on the wiki. Think about how Wikipedia Editors work, and you'll get the idea. Ken is not a subject matter expert on Bisq (yet), but he is a seasoned professional technical writer and editor, so should be able to add a lot of value in helping us keep our content clean and consistent.

### Final thoughts

I may have missed something above. If there's an important topic I haven't covered here, i.e. something outstanding in support that needs to be addressed, please speak up. Thanks everyone for your efforts.

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