Workflow
The following is a detailed breakdown of all capabilities required to be a high quality TSG member. The capabilities listed below are arranged in the order of their completion.
1. Set up the work environment
As a Support Guild, you will get access to the Aragon HelpScout space. This is a tool Aragon uses to manage tickets sent via email to support@aragon.org or website beacon.
Make sure you get familiar with HelpScout before you start, here's a guide how to set up everything you need:
Once you feel confident, message the Head of the Guild and ask for access to the system.
Once added to the system, you will receive an invitation email. Follow its instructions to create an account on HelpScout. You will be added as a member of the Technical Support Guild team.
2. Receive your first ticket
The Head of the Guild will assign your first ticket. It will be chosen to be simple enough for you to answer. You will be able to find it in Mine section.
Resolve the ticket and send a reply to the customer.
Examples of Questions and Answers:
Do you have a way to burn supply from Aragon?
You can burn tokens through the Token Manager app. To do so select a token holder and on the right press “…” button. You should be able to see the burn option there.
I get the Aragon equivalent spinning wheel of death trying to access FINANCE. This is an older DAO, one that was only created. No errors, just "loading".
As this is an old DAO it might take very long to sync it with the blockchain. Perhaps up to 30 minutes.
If it still does not sync, we could provide you with an alternative path for executing your actions through direct contract interaction without the UI. Yet this is not recommended.
I can only find the Voting, Tokens and Finance app, can't find the crowdfunding and the other ones, are they not available on Polygon?
Yes, as for now, only those template and apps are supported that is already available on the website.
Do you have anything to do with Aragon China Token?
As far as we know the ANC was a fork of Aragon by the Chinese community. We were in touch, but they ran their stuff independently. Meanwhile, it seems like that community has dissolved, though.
You can find more examples of answers by looking through the HelpScout database.
Once your finished, tag the Head of the Guild by adding a Note to the resolved ticket and mentioning the Head of the Guild HelpScout account. The Head of the Guild will review the answer and provide feedback.
You are ready to start working!
Check out the Tips & Tricks section for a more granular description of your first ticket:
3. Complete your first day of work
The guild is very flexible with the amount of time you need to commit as well as when you need to work. All you need is a browser and an internet connection to do your work. A part-time contributor will manage on average 3-5 tickets in a day.
Here is a sample workflow you can follow when you have some spare time to resolve tickets:
Log in to HelpScout
Go to the unassigned tickets section
Assign several tickets to yourself and try to answer them. You can assign one at a time
We suggest for your first 10 tickets to tag the Head of the Guild when replying to a ticket.
If you do not know how to answer a particular ticket, ask in the # 🏗️| Tech-Support -Guild chat for help. If no one responds, tag the Head of the Guild or one of the guild members on Discord
Check out the Knowledge Database, it might have the answer
Note: If you help others resolve their tickets, it will boost your earnings
If there is an infrastructure issue or a bug, you can post it to the # 🐛︱bugs-n-feedback on Discord. If the issue is urgent, tag the Head of the Guild or one of the developers on Discord.
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