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. |
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For Cycle 57
Detail log of support workMar 10 Trade process / Dispute process explained Mar 15 Seller asking for KYC Mar 15 Unable to send payment Mar 18 Deposit TX not found Mar 18 Restoring backup Mar 20 MacOS install issue Mar 21 Wise concerns Mar 21 Failed trade Mar 21 Finding mediator Mar 21 Account signing Mar 22 First BTC questions Mar 24 Account limits Mar 24 Payment questions Mar 25 Bisq Easy payment details questions Mar 25 Bisq Easy trade questions Mar 26 Zelle issues Mar 27 Support call Mar 27 First BTC questions Mar 28 Trade issue Mar 28 ACH Issues Mar 29 Bisq 2 call Mar 29 Bisq Easy trade wizard Mar 29 Waiting for confirmation/SPV resync Mar 29 Trade issue Mar 29 Amazon egift card questions Mar 30 Bisq Easy reputation Mar 30 Failed trade Mar 30 CBM account setup Mar 30 Cancel trade/penalties explained - continue to monitor matrix chat room most overnights and early mornings - monitor Bisq 2 chat rooms - clean up some wiki pages, as noted from recent browsing (typos, etc) - attend support calls - attend Bisq 2 calls |
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Cycle 58 List of actions
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Cycle 58Updated the Bisq Reputation wiki Continued to be active on on Matrix Assisting on the support repository for user with reimbursement requests. Attended all team meetings this cycle. Chased up the application to get Bisq list on OpenSats.
Additional infoReport28.03.24 Mediation questions |
Cycle 58High mining fees and the known inconveniences this causes has been the main issue this cycle, which seems to get better lately (23 sats/vbyte when I write this). My availability has been the usual, and the requirements weren't as high as last cycle's when bisq 2 was launched. |
Cycle 58this is my 12th cycle as a support agent.
Here is a more detailed review of my work: Click to see report29.03.24 - Matrix: Table of penalties question/complaint |
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Cycle 59 List of Bisq1 support actions
List of Bisq2 support/moderation actions
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Cycle 59Continued to be active on on Matrix Assisting on the support repository for user with reimbursement requests. Attended team meetings this cycle. Heard back from OpenSats, the application for a listing was rejected as they have stopped provided open source listings on their website. Still need to action
Additional infoReport27.04.24 SPV resync |
Cycle 58I was not available during a few days, the rest of the days have been normal. |
Cycle 5913th cycle as a support agent.
Here is a more detailed review of my work: Click to see report29.04.24 - Matrix: Table of penalties question/complaint |
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For Cycle 58
Detail log of support workApr 1 CBM trade question Apr 1 Cancel trade/penalties Apr 2 Fraud concern Apr 2 Low fee/CPFP Apr 3 DAO out of sync Apr 4 SPV resync Apr 4 Trade process questions Apr 6 Question about trade process Apr 7 SEPA questions Apr 8 Low fee/stuck tx Apr 9 Low fee/CPFP Apr 11 Question about low fees Apr 16 Low fees/CPFP Apr 19 Waiting for confirmation Apr 22 Privacy concerns Apr 27 SPV resync Apr 30 GUI display issue May 2 Penalties explained May 2 New data dir May 2 Dispute process May 4 Trade time explained May 4 Dispute process - continue to monitor matrix chat room most overnights and early mornings - clean up some wiki pages, as noted from recent browsing (typos, etc) - attend support calls |
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For Cycle 59
Detail log of support workMay 12 Trade process May 16 Bisq 2 chat issues May 18 Question about low fees May 18 SPV resync May 18 Trade issue with Wise May 19 SPV resync May 19 notice about scammer May 21 SPV resync May 21 tor issues May 21 connection issues/open mediation May 22 DAO sync issue May 22 Finding mediator May 23 scammer notice May 24 Zelle question May 25 failed trade May 26 scammer notice May 26 SPV recync May 26 Finding mediator May 27 restoring data May 31 Bisq 2 zelle issue - continue to monitor matrix chat room most overnights and early mornings - clean up some wiki pages, as noted from recent browsing (typos, etc) - attend support calls |
For Cycle 60There have been more support requests than usual, specially after the bitcoinj bug. |
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Cycle 60 Regarding the increased compensation request as L1 support agent, it is a reasonable quotation considering the sheer amount of work I did in the support channels. This cycle was quite busy because of the bitcoinj bug, and the decrease of btc and seed nodes that led to unsuccessful SPV and DAO resyncs. I was very active in mitigating the issues by publishing a few guides on the forum and mirroring them on my gists for when the forum was down. I also took care of the first response to the bitcoinj sync issue, publishing a notice that was forwarded to the main support channels. For comparison, cycle 60 had 317 events instead. If anyone is curious I can compute the totals for previous months as well. This data can be "easily" verified by counting the support events listed in my previous reports in this thread (months do not exactly overlap with cycles but it's still a good indication), and finally proven by searching my public replies on bisq.chat and bisq.community (verifying who is behind a reply on telegram is not possible as we post under a single "Bisq" nym, but I manage most of the support there). As you see, may was a busy month already, but cycle 60 was quite the champion. The average of monthly events, either including or excluding february and may which were outliers, is 142-144. List of 317 Bisq1 support actions
List of 117 Bisq2 support/moderation actions
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Cycle 6014th cycle as a support agent.
Here is a more detailed review of my work: Click to see report01.06.24 - Matrix: SPV resync guidance from an old wallet |
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For Cycle 60 Due to personal issues, I was less available than previous cycles and I will ask for an appropriate compensation.
Detail log of support workJune 5 error when trying to buy btc June 17 SPV resync June 17 Banking issues June 17 Finding mediator June 19 message delv issues June 19 issues with seed nodes June 25 Missing deposit tx/spv resync June 25 issues with seed nodes June 25 spv resync / missing tx June 25 MacOS install issue June 27 SPV resync July 3 payout tx not published July 5 SPV resync July 5 Message delv issues July 5 Wise-USD questions July 7 BTC node questions July 8 trade question - continue to monitor matrix chat room most overnights and early mornings - clean up some wiki pages, as noted from recent browsing (typos, etc) - attend support calls |
and others
Docs: https://bisq.wiki/Support_Agent
Team: @bisq-network/l1-support-agents
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