cbeams commented 6 years ago

Docs: https://bisq.wiki/Support_Agent Team: @bisq-network/l1-support-agents

huey735 commented 4 years ago

Cycle 4 Report (July 9th - August 8th)

I exclude threads where I contributed but my contribution wasn't substantial.

Forum

Topics created:

Reddit https://www.reddit.com/r/bisq/comments/cdjz6y/arbitration_and_pagesigner/ https://www.reddit.com/r/bisq/comments/ccjuzg/546_bsq_dust_limit_will_prevent_trade/ https://www.reddit.com/r/bisq/comments/clkugg/creating_a_trusted_user_system/ https://www.reddit.com/r/bisq/comments/cmnrv4/funds_to_bc1_address/

I'm also on Twitter, Telegram and Slack and will try to help those I come across.

The mains issues are:

trouble opening Bisq
transactions not being broadcast
issues with synchronization

I echo @HarryMacfinned 's

as always, there are still many threads where the initial poster never comes back

I'd like to think that those users got the answers they were looking for and just didn't bother coming back but we can't be sure.

I also helped to Update arbitration rules so we it can be clearer how to proceed in case of disputes.

huey735 commented 4 years ago

Cycle 5 Report (August 9th - September 8th)

Categories	June 8th	Cycle 2	July 8th	Cycle 3	August 8th	Cycle 4	September 8th	Cycle 5
Support	1230	60	1270	40	1315	45	1342	27
Development	197	11	201	4	208	7	211	3
Uncategorized	175	3	174	-1	182	12	192	10
Payment methods	176	6	182	6	186	4	192	6
Trading	174	7	177	3	181	4	183	2
Altcoins	114	1	116	2	117	1	117	0
Promotion	115	4	116	1	117	1	117	0
Bisq DAO	36	5	36	0	36	0	38	2
Site Feedback	18	2	18	0	21	3	21	0
Legal/Compliance	11	2	13	2	13	0	13	0
Politics	7	0	7	0	7	0	7	0
Sums		101		58		77		50

Notable issues:

They said they were scammed as a BTC buyer but didn't clarify further: https://bisq.community/t/i-got-ripped-off/8313

huey735 commented 4 years ago

Cycle 6 Report (September 9th - October 10th)

Categories	July 8th	Cycle 3	August 8th	Cycle 4	September 8th	Cycle 5	October 10th	Cycle 6
Support	1270	40	1315	45	1342	27	1368	24
Development	201	4	208	7	211	3	216	5
Uncategorized	174	-1	182	12	192	10	196	4
Payment methods	182	6	186	4	192	6	196	4
Trading	177	3	181	4	183	2	184	1
Altcoins	116	2	117	1	117	0	118	1
Promotion	116	1	117	1	117	0	117	0
Bisq DAO	36	0	36	0	38	2	41	3
Site Feedback	18	0	21	3	21	0	21	0
Legal/Compliance	13	2	13	0	13	0	13	0
Politics	7	0	7	0	7	0	7	0
Sums		58		77		50		42

Notable issues:

transaction not being broadcast / network issues

I opened an issue regarding the above to collect and point to the several instances we've had. Since then, @wiz and @christophsturm have opened PRs to fix what they think are related issues:

This files contains all odd trades (accepted offers) that ended on the trade_statistics.json generated by the Bisq software. At least 1.8 % of trades have been affected by 'invalid' transactions. These figures don't include payoutTx and withdraw transactions. Up to 10/10/2019 Total accepted offers - 41293 Offers with issues - 726 And a more detailed file, organized by month.

Bisq locks users out if they set an invalid node address instead of rejecting it
- https://bisq.community/t/tried-to-connect-with-network-node-cannot-start-application/8463 related to https://github.com/bisq-network/bisq/issues/3137
PageSigner is less than ideal
- https://bisq.community/t/pagesigner-not-working-what-to-do-at-the-next-dispute/8426
arbtirators taking too long to respond / network issues
- https://bisq.community/t/trade-arbitration-in-limbo/8443
fiat's trade limits
- https://bisq.community/t/current-trade-limits-for-sepa/8421/4

Other than those above, the following are the features constantly requested and mentioned on the social networks

Segwit
Trading API
Stable coins

Bisq-knight commented 4 years ago

Cycle 10 report - @bisq_knight

As we rebooted the support function in Bisq and created new processes this cycle was about adaptation. Also not a lot to report on.

not just me but all other support agents were available as assigned in the Support calendar The majority of Issues were solved at L1 support

In the next cycle we'll way more details for the monthly report

wiz commented 4 years ago

Cycle 11 report

I handled about 50 support cases from users this cycle. Common issues included known bugs:

Unresponsive trade counterparty resulting funds getting donated to the donation address
Tor private key getting deleted due to using --appDataDir command line option
Wallet getting corrupted due to the too-long-mempool-chain issue
Deposit TX getting "stuck" due to mempool congestion and too low fees used

Other cases resulted in investigating and finding new critical bugs, which have been added to the critical bugs board, and some of those bugs have already been fixed. These bugs include:

https://github.com/bisq-network/bisq/issues/3705 https://github.com/bisq-network/bisq/issues/3884 https://github.com/bisq-network/bisq/issues/3990 https://github.com/bisq-network/bisq/issues/3995 https://github.com/bisq-network/bisq/issues/4026 https://github.com/bisq-network/bisq/issues/4039 https://github.com/bisq-network/bisq/issues/4052 https://github.com/bisq-network/bisq/issues/4055

/cc https://github.com/bisq-network/compensation/issues/515

MwithM commented 4 years ago

Cycle 12 report

I've been available for a lot of time, and attended a couple cases of failed trades at Keybase and bisq community. Also started the creation of this wiki page https://bisq.wiki/Find_your_mediator which has been very helpful.

Users have difficulties to understand mediation and arbitration process. I opened an issue after a nice discussion on how to improve the trade protocol, at Keybase. https://github.com/bisq-network/bisq/issues/4162

cbeams commented 4 years ago

I've updated the title, description and assignees to reflect that this issue is specific to the @bisq-network/l1-support-agents team. If you're an L1 Support Agent, please leave your cycle report here, thanks.

leo816 commented 4 years ago

I have been available on Keybase everyday dealing with any issues concerning the mediation tickets I've been assigned to or questions of any kind. handled around 25 cases

Have reported on GitHub these issues: https://github.com/bisq-network/bisq/issues/4126 https://github.com/bisq-network/support/issues/363

I have been in contact with devs, specially with sqrrm and ripcurlx, informing them of any bugs that were occurring or mentioning a few suggestions I had to solve problems. Have made several manual payouts.

wiz commented 4 years ago

Cycle 12 report

Handled a LOT of cases related to the security incident and having to help users un-fail failed trades using special builds, do manual payouts, and other things to get everyone happy.
Investigated the security incident related theft trades and compiled findings into a spreadsheet
This will be my last cycle as Support Agent, as I will have a bit less time to do L1 support from now on.

https://github.com/bisq-network/compensation/issues/547

Bayernatoor commented 4 years ago

Cycle 12 Report

First cycle as part of L1 support team
Worked on multiple different Wiki pages as an intern support agent and L1 support agent
Reviewed and familiarized myself with Bisq terminology, docs, DAO, etc.
Handled multiple questions on the Bisq Reddit page and the forums.
Handled a couple manual payouts for a user affected by several failed trades in mid March.
Handled multiple questions on Keybase during official support time as well as doing followups throughout the day as necessary.

Compensation Request

MwithM commented 4 years ago

Most memorable cases to mention are guiding a user to unfail a transaction (with help of the wiki) and unboarding another one willing to trade altcoins who didn't know how to create an account (created instant account while trying to take an order for normal trade). Although I usually don't announce my presence, I've been at Keybase around 6:00 to 11:00GMT and some afternoons, and also attended requests at community and reddit.

leo816 commented 4 years ago

Cycle 13 report

I have been available on Keybase everyday dealing with any issues concerning the mediation tickets I've been assigned to or questions of any kind. Handled many cases and have been in contact with devs informing them of recent issues. Made one manual payout.

Bayernatoor commented 4 years ago

Cycle 13 Report

I have been available on Keybase, reddit and the bisq.community forum from 10:30am - 1pm CST from M-F as well as throughout the day/evening at sporadic times.
Completed the Failed Trades wiki page.
Currently working on a Command Line in Bisq Wiki page.
Have gained a better understanding of why certain trades fail as well as when it is safe to unfail certain trades with 'Deposittx is null' error.
Have assisted users with the above error successfully, which has helped avoid mediation tickets.

Compensation Request

MwithM commented 4 years ago

Cycle 14

My activity at keybase #support channel for this period has increased, I've been available at least 3h/day, from 7 to 10 GMT, monday to friday, and I had also some activity at weekends. I got into bisq.comminity more often to solve issues, and also telegram and reddit.

Most memorable cases are some issues with revolut payment method and payment links, that lead to the creation of this wiki page: https://bisq.wiki/Revolut some failed trades and doubts about how to buy BSQ. I created this wiki page https://bisq.wiki/Buy_BSQ as a guide, but I realized it's overlapping with https://bisq.wiki/User_Guide:_Bisq_DAO_for_Traders so it's not adding much value.

leo816 commented 4 years ago

Cycle 14

I have been available on Keybase everyday and helping users in both Spanish and English.
Reported bugs to devs periodically (https://github.com/bisq-network/bisq/issues/4276)

Since some users were not receiving messages from some mediators I was in contact with a few who reached out for help as they didn't understand what was going on. On my case I only had 1 user who could not reach me through the app and had to do so through keybase.

Regarding new interns, I received one request but was denied as he did not yet know how to use the app correctly. I encouraged him to keep learning how Bisq works and then get back to me once he has a solid base on how everything operates.

Bayernatoor commented 4 years ago

Cycle 14

Available on Keybase, Reddit and the community forums from 5-8pm CET, support given in English and French.

Have assisted several "repeat" users via DMs, anything ranging from simple QnA, finding mediators, determining why trades failed etc.

My contributions to the wiki were minimal in the past 2 cycles as I was very limited on time. I plan on increasing my time spent adding to the wiki throughout the next cycles.

Bayernatoor commented 3 years ago

Cycle 15

Available on Keybase, Reddit and the community forums from 5-8pm CET, support given in English and French.

Assisted a few users in having their fees refunded due to failed trades.
Assisted one user in determining why security deposit was lost and the steps to take to (possibly) retrieve through the DAO
General QnA and support
Created ---> https://bisq.wiki/Interac_e-transfer

MwithM commented 3 years ago

Cycle 15

I attended regularly at keybase, bisq.community, and reddit. Some days I could not attend at the planned time, but I've been there from 7-10 GMT and checking this channels at undetermined intervals.

I raised to L2 this issue with BSQ change. Other remarkable cases are wrong Zelle accounts and the need to "cancel" a trade and with Revolut, that it works better with usernames than phone numbers. Also helped users to understand the account signing process, linking the wiki and reviewing their trade ID's. CAD signing account is working better now, I'm aware of 2 successful signings.

leo816 commented 3 years ago

Cycle 15

I have been available on Keybase everyday and helping users in both Spanish and English.
Reported bugs to devs periodically. -I've had an issue with a user that could not click on "payment started" button.
Regarding new interns, I received one application for a potential new intern. Still waiting to hear from him a response on some technical issues.

MwithM commented 3 years ago

Cycle 16

Availability as usual, at least from 07.00 GMT to 10GMT. Attended Keybase, community, reddit and telegram.
Created issue to prevent using seed as data backup.
With Wiz's request and help, worked with the Price Indices wiki page. Also informed about the change at r/bisq and twitter Spanish account.
As remarkable cases, I recall one where user might have pushed "payment received" by mistake or accepted mediator's suggestion by mistake (still not sure what really happened) and a couple resync spv successful recommendations, but no unknown issues.

Bayernatoor commented 3 years ago

Cycle 16

Available on Keybase, Reddit and community forums Mon-Fri 9-12 CST as well as off hours when possible.
With M52go's help I've started doing PR reviews for the website
All around a good month, nothing out of the ordinary.

leo816 commented 3 years ago

Cycle 16

Available on Keybase from 7:30pm - 9:30pm Monday to Sunday. But active all day answering messages.
Edited some missing information on the Bis.wiki regarding the Manual Payout
Been in constant communication with devs when issues occur.

Bayernatoor commented 3 years ago

Cycle 17

Available on Keybase, Reddit and community forums Mon-Fri 9am -13:00 CST as well as off hours when possible.
Assisted multiple users in confirming failed trades and directing them on how to request refund on fees.
Took the lead on transferring the DAO docs from https://docs.bisq.network/dao to the wiki
Helping to review PRs for the website
@m52go and I are working to correct the many typos and incorrect phrase structures found in DisplayStrings.Properties. (strings found in the app)

MwithM commented 3 years ago

Cycle 17 report

I reduced on purpose my availability on weekends to just a couple hours max. Other than that, I kept availability as usual (Europe morning weekdays) at Keybase, Reddit, Telegram and bisq.community.
Wiki: Removed Cex and Coinmat from indices, substituted phone for username for Revolut.
Created this issue: https://github.com/bisq-network/bisq/issues/4426
Most common issue during this cycle is failed trades. I also re-explained how to verify a Bisq install, and helped an user who might need a manual payout to release BTC from XMR trade.

leo816 commented 3 years ago

I reduced on purpose my availability on weekends to just a couple hours max

I don't have you listed on the calendar for the weekends, do you want me to put you down for certain hours? if so let me know when. @MwithM

MwithM commented 3 years ago

I don't want to be on the calendar for weekends so I can connect whenever fits better, but you can add me from 07:00 to 08:00 GMT saturdays and sundays as I tend to look what's going on at Keybase on mornings.

leo816 commented 3 years ago

Cycle 17

Available on Keybase from 7:30pm - 9:30pm Monday to Sunday. But active all day answering messages.
Assisted numerous users with fee reimbursements, failed trades and contacting getting in contact with the Refund Agent.
Been in constant communication with devs when issues occur.

Bayernatoor commented 3 years ago

Cycle 18

Available on Keybase, Reddit and Community forums Mon-Fri 9am -12:00 CST as well as off hours when possible.
Assisted a couple users with more difficult cases. Backups, reinstalling and creating new wallets, to recover funds due to client crashes
Finished most of the work related to transferring DAO docs to the wiki (more work needed)
Made first draft PR for displayStrings.properties

Note, Last 2 week of this cycle I've been tight on time and have not gotten much else but support work done.

MwithM commented 3 years ago

Cycle 18 report

Been available at reddit, keybase and .community mostly from 07:00GMT to 09:00GMT.
Many low level support issues (doubts) at Telegram, some of them sent to Keybase.
Most Keybase cases were related to known issues (failed trades, mediator not reaching messages at the client).
Got aware late of the confirm button deactivation, I think that there's got to be a way to make seller's responsible if they release BTC late without a justified cause. https://github.com/bisq-network/bisq/pull/4602

leo816 commented 3 years ago

Cycle 18

Been available on Keybase from 7:30pm - 9:30pm Monday to Sunday. But active all day answering messages.
Assisted numerous users with fee reimbursements, failed trades and contacting getting in contact with the Refund Agent.
Been in constant communication with devs when issues occur.
Main issue this cycle has been users not being able to confirm the made the payment/ "payment received button"

Bayernatoor commented 3 years ago

Cycle 19

Available on Keybase, Reddit and Community forums Mon-Fri 9:30am -12:30:13:00 CST as well as off hours when possible.
Lots of failed trade cases this cycle!
Due to my lack of consistent availability I will not be requesting compensation this month. I hope to provide better coverage and attention to Support over the next cycle or 2.

MwithM commented 3 years ago

Cycle 19 report

Available at Keybase, Reddit and Community mostly since 07.00 GMT.
Maybe there's more activity at Telegram than at #support channel.
Made security deposit wiki page: https://bisq.wiki/Security_deposit

leo816 commented 3 years ago

Cycle 19

Been available on Keybase from 7:30pm - 9:30pm Monday to Sunday. But active all day answering messages.
Assisted numerous users with fee reimbursements, failed trades and contacting getting in contact with the Refund Agent. This month there has been way more activity than usual.
Been in constant communication with devs when issues occur.
Main issue this cycle has also been users not being able to confirm the made the payment/ "payment received button". As well as soom users who didn't send/ receive the messages correctly through the mediation disputes.

MwithM commented 3 years ago

Cycle 20 report

Busiest cycle ever.

Been available at Keybase from around 07:00 GMT to 09:00 GMT and 16:00 GMT to 18:00GMT.
Collected logs for failed trades causing corrupted wallets from users and send them to devs.
Created Emergency wallet wiki page and watch keys page.

leo816 commented 3 years ago

Cycle 20

Been available on Keybase from 7:30pm - 9:30pm Monday to Sunday. But active all day answering messages. this has been the most busy cycle up until now. Getting several cases per day on keybase.
Assisted numerous users with fee reimbursements, failed trades, unable to confirm and funds shown as locked even after doing a resync.
Been in constant communication with devs when issues occur. and had to do 3 manual payouts.
Main issue this cycle has also been users not being able to confirm they received the payment/ "payment received button". We've had less messages that didn't arrive but we've seen a few cases since the new update. likely trades that started with the previous version.

pazza83 commented 3 years ago

Cycle 20

I have been completing a support agent internship this cycle.
My hours have been
- 23.00 - 02.00 UTC Friday evening - Saturday morning
- 23.00 - 02.00 UTC Saturday evening - Sunday morning
- 23.00 - 03.00 UTC Sunday evening - Monday morning
During those times I have been active on Keybase, Reddit, Telegram, Bisq community.
Main issues I have come across is traders with lack of deposit transaction confirmations either failed trades, or Bisq client not registering a confirmed transaction.
I have assisted traders on each shift. Generally it has been quiet on Keybase, but i have been busy on all the other channels. Also posted on the Bitcoin NZ and Bitcoin AUS Subreddits to see if there are any Bisq users about there. I am keen to offer support for SEA, Australasian traders during these times as this seems to be a gap in the support calendar, and a growth area for Bisq.
I have really enjoyed the role, I have managed to help all the traders I have communicated to. Not had any difficult questions yet. @MwithM has been on hand to advise me when I have given out incorrect information!!
I have made a proposal to become a support agent on the next cycle https://github.com/bisq-network/proposals/issues/290
I have also made a proposal to Promote Keybase as a support channel within Bisq GUI

MwithM commented 3 years ago

Cycle 20 report

Last release solved the bugs that made last Cycle so busy, but they still appear from time to time (like ghost locked funds or first confirmation not detected by Bisq).

Been available at Keybase from around 07:00 GMT to 09:00 GMT and 16:00 GMT to 18:00GMT.
Created troubleshoot for failed trades. As Keybase is ephemeral, I think it's important that we create this kind of threads (even if they're uncomplete or directly wrong) as reference for users and knowledge base.
Alerted about a user who lost trading data during a trade and found this arbitration issue. I'll make sure all mediators respond and set up alarms close to timelock date to alert arbitrators to prevent this from happening again.

pazza83 commented 3 years ago

This is my first cycle as a support agent since completing my internship https://github.com/bisq-network/proposals/issues/290

My hours are:

23.00 - 02.00 UTC Friday evening - Saturday morning
23.00 - 02.00 UTC Saturday evening - Sunday morning
23.00 - 03.00 UTC Sunday evening - Monday morning

During those times I have been active on Keybase, Reddit, and Bisq community. I have also posted on Telegram when I have been online for support.

Reddit has been good. I have tried to jump onto conversions about Bisq that are occurring on other subreddits. I have just been searching 'Bisq' and seeing what posts have been made recently, and then replying if appropriate. I generally think Bisq is recommended a lot and that is good to see.

Main issues traders on Keybase have had this month are lack of maker deposit tx ids confirming resulting in the subsequent trade failing when taken. This has resulted in locked funds. I think the issue here will go some way to resolving this: https://github.com/bisq-network/bisq/issues/5119#issuecomment-767847392

This month has been busier for me on support with generally about 3 issues per shift. Most are quickly resolved with links to the relevant Wiki.

I got a good response on the subreddit https://www.reddit.com/r/BitcoinIndia when looking for users of Bisq in India, and have made some proposals for more payment options for them.

The Q4 update call also prompted enquires from at least 3 users interested in support agent internships and I pointed them in @leo816's direction.

I am enjoying the role a lot and feel that I am increasing my understanding of Bisq at the same time.

Thanks again to @mwithm who has provided me feedback on my Keybase and Bisq community interactions.

With regards the Bisq Community is it possible to set the link / anchor text as a different color from the text. Both are currently black. I think this is to do with the setting or the setting in Discourse. Using a contrasting color would improve accessibility.

MwithM commented 3 years ago

Cycle 21 report

Been available at Keybase from around 08:00 GMT to 10:00 GMT and 16:00 GMT to 18:00GMT.
Attended to recently established support calls.
Mining fees has been the main issue this cycle at Telegram, I plan to try to improve the information at the wiki.
Reported an open-trade-info-lost case successfully.
Regularly (almost daily) attending to bisq.community threads which increased over the last months.

pazza83 commented 3 years ago

Cycle 22 Report

I have been available the following hours this cycle:

23.00 - 02.00 UTC Friday evening - Saturday morning
23.00 - 02.00 UTC Saturday evening - Sunday morning
23.00 - 03.00 UTC Sunday evening - Monday morning

Also attended 3 calls to discuss various issue related to support. These have been really helpful.

On all shifts I have been regularly replying to threads on Reddit and Bisq Community Forum. The new private area has been set up this month which has been useful.

Problems this month have mostly been related to new users wanting a little help making / taking offers and having. I think the BTC price increase has brought new users to Bisq which is great. Also the high mempool activity resulting in delays in confirmations has been a source of support issues.

All has gone smoothly.

Also nice to have @rifificastorjunior onboard as he has been really great at helping out users with support queries.

RififiCastorjunior commented 3 years ago

Cycle 22 Report

This cycle i'm been completing a support agent internship.

Been available over Keybase, the Bisq Forum and Reddit following those hours:

00:00 - 07:00 AM CET Friday evening - Saturday morning
00:00 - 07:00 AM CET Saturday evening - Sunday morning
00:00 - 07:00 AM CET Sunday evening - Monday morning

For the last two weeks i also did 00:00 - 07:00 on Thrusday.

On almost every shift there was 3 or more users requesting support for the first time. Help almost all of them minus the technical support. Lately there are users who would like to use the App on their phone.

I also attend to one support call.

Thanks to @MwithM for helping correct my mistakes.

leo816 commented 3 years ago

Cycle 22

Been available on Keybase from 7:30pm - 9:30pm Monday to Sunday. But active all day answering messages. this has been the most busy cycle up until now.
Assisted numerous users with fee reimbursements, failed trades, unable to confirm and funds shown as locked even after doing a resync. this cycle I've performed more manual payouts than I'd done in a while.
Been in constant communication with devs when issues occur. Provided detailed docs with bisq logs and information from different bugs to @jmacxx
Attended the 4 Weekly support Calls https://github.com/bisq-network/roles/issues/83#issuecomment-777782707
Main issue this cycle still is users not being able to confirm they received the payment/ "payment received button" because the button is greyed out (within the payment window) or the transaction is stuck in stage 2 and therefore the seller can't confirm. We've had some messages that didn't arrive but we've seen fewer cases lately.

RififiCastorjunior commented 3 years ago

Cycle 23 Report

This cycle i have been available over Keybase, the Bisq Forum and Reddit following those hours:

00:00 - 07:00 AM CET Friday evening - Saturday morning
00:00 - 07:00 AM CET Saturday evening - Sunday morning
00:00 - 07:00 AM CET Sunday evening - Monday morning

i also did 00:00 - 07:00 AM CET on Thursday evening- Friday morning

Users on those shift came to support regard to technical issue, for spv and dispute resolution.There were less users attended to support compared to the last month. There still users who want a light version of Bisq to run on old OS.

I also attend to three support call and one team call on Thursday. Those team call help a lot to understand what happening every week.

MwithM commented 3 years ago

Cycle 23 report

I have been around at Europe mornings for most days, and some afternoons too, at Keybase, reddit and Telegram.
Reported to the SPV issue which disturbed many users and sent logs to @jmacxx thanks a lot for that fix. https://github.com/bisq-network/bisq/issues/5335
Missed two support team calls.

pazza83 commented 3 years ago

Cycle 23 Report

I have been available on Keybase support the following hours this cycle:

23.00 - 02.00 UTC Friday evening - Saturday morning 23.00 - 02.00 UTC Saturday evening - Sunday morning 23.00 - 03.00 UTC Sunday evening - Monday morning

Attended 3 out of 4 of the weekly support calls.

I have been replying to people on Reddit and the Bisq community forum. Still monitoring reddit for other areas that Bisq is discussed / potential places Bisq can be mentioned to add value (no KYC discussions etc), I think these are good opportunities to make people aware of Bisq's as a potential solution to their indented use case.

leo816 commented 3 years ago

Cycle 23

Been available on Keybase from 7:30pm - 9:30pm Monday to Sunday. But active all day answering messages. this has been the most busy cycle up until now.
Assisted numerous users with fee reimbursements, failed trades, unable to confirm and funds shown as locked even after doing a resync. this cycle I've performed more manual payouts than I'd done in a while.
Been in constant communication with devs when issues occur. Provided detailed docs with bisq logs and information from different bugs to @jmacxx
Continued along with @huey735 the 4 Weekly support Calls this cycle https://github.com/bisq-network/roles/issues/83#issuecomment-777782707

MwithM commented 3 years ago

Cycle 24 report

I've been available approximately from Monday to Friday at 07:00-09:00GMT, also at 14:00 attending Keybase, Telegram and .community channels.
Main issue for this cycle has been the sudden raise in mining fees which made a lot of transactions not being confirmed. It also created less activity.
Requested a warning when deposit tx is not confirmed after some time.
I finally was able to be more active at support team calls.

pazza83 commented 3 years ago

Cycle 24 Support

I have been available all my usual hours on Keybase support the following hours this cycle:

23.00 - 02.00 UTC Friday evening - Saturday morning 23.00 - 02.00 UTC Saturday evening - Sunday morning 23.00 - 03.00 UTC Sunday evening - Monday morning

I have also Attended 2 out of 4 of the weekly support calls. These have been really useful.

Main issues this cycle have been:

Users with concerns about deposit transactions taking multiple days to confirm due to a significant drop in hash rate
causing fees to move upwards continually for a sustained period.
Advising users how to manually remove the erroneous filter added that made the application not start on Windows 10.
Generally question about trade process and trade protocol. I have referenced and signed users to the table of trade penalties as much as possible to enable the info to propagate to users

I also drafted a 'code of conduct' as part of the Improve support and mediation project.

I have provided users with support on Keybase and Bisq Community Forum. Also provided support, and informed users about Bisq, on Reddit

All is going well with my support role and I am enjoying being able to troubleshoot users problems and find solutions.

pazza83 commented 3 years ago

Cycle 25 Support

I have been available all my usual hours on Keybase support the following hours this cycle:

23.00 - 02.00 UTC Friday evening - Saturday morning 23.00 - 02.00 UTC Saturday evening - Sunday morning 23.00 - 03.00 UTC Sunday evening - Monday morning

I have also participated with all the support calls this cycle.

Cycle was busy to start with drop in btc price causing mempool activity to escalate and result in users having to wait in some cases a few days for confirmations and payouts. I think the volatility also brings more activity with people wanting to buy the dip.

The latter half of the cycle have been less busy. The mempool has cleared out and there seems to be less trading activity. I guess everyone is out of funds from buying the dip!

Conditions for trading are currently optimal for trading on Bisq so hope people get to take advantage of this time before the next period of escalating miner fees starts.

V1.6.5 was released this cycle and it's rollout has gone smoothly.

I have been active on Keybase, Reddit and Bisq community forum helping answer questions.

MwithM commented 3 years ago

Cycle 25 report

Except for a couple days, I've been attending Keybase, .community and reddit as usual.
Attended to most of the calls.
No new issues other than high mining fees. Also ghost locked funds that is already known how to deal with it.
Leo was not available for a couple days, I tried to get users needing mediation informed.

bisq-network / roles

L1 Support Agent #64

Cycle 4 Report (July 9th - August 8th)

Cycle 5 Report (August 9th - September 8th)

Cycle 6 Report (September 9th - October 10th)

Cycle 10 report - @bisq_knight

Cycle 11 report

Cycle 12 report

Cycle 12 report

Cycle 14

Cycle 14

Cycle 15

Cycle 15

Cycle 16

Cycle 16

Cycle 17 report

Cycle 17

Cycle 18 report

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Cycle 20 report

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Cycle 22

Cycle 23 report

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Cycle 24 Support

Cycle 25 Support

Cycle 25 report