[tor-project] ebanam's user support report for July 2024

[ebanam]

Hello everyone!

This is the user support report for the month of July.
We saw another uptick in tickets from Chinese speaking users which can be
attributed to the amazing outreach work[0]!
Most of my work last month consisted of helping users in regions where Tor
is censored which usually involves helping with instructions on how to
use bridges, snowflake and other censorship circumvention methods, accessing
Tor mirror sites, using GetTor as an alternative way to fetch Tor Browser
binaries and general troubleshooting.

As an interesting fact, July also saw more tickets coming in from email
than Telegram! :)

# Frontdesk (email support channel)

* 546(↓) RT tickets created
* 602(↑) RT tickets resolved

Tickets by numbers:

1. 343(↑) RT tickets: private bridge requests from Chinese speaking
users.

2. 139(↑) RT tickets: circumventing censorship in Russian
speaking countries.

3. 4(↑) RT tickets: Circumventing censorship with
Tor in Farsi.

4. 4 RT tickets: Reports of websites blocking Tor.

5. 4 RT tickets: 'New Identity' feature is not working in latest versions
of Tor Browser for Android.[1]

6. 3 RT tickets: Questions about the banner
warning users about the upcoming EOL for Win ≤8.1 and macOS ≤10.14.[2]

Highlighting some other topics we received questions and feedback:

7. 3 RT tickets: Help with troubleshooting Tor Browser install on
Windows.

8. Instructions and help with verifying Tor Browser's PGP
signature.

# Telegram, WhatsApp and Signal Support channel

* 498(↓) tickets resolved

Breakdown:
* 476(↓) tickets on Telegram
* 20(-) tickets on WhatsApp
* 2(↓) ticket on Signal

Tickets by numbers:

1. 286(↓) tickets: circumventing censorship in Russian speaking
countries.

2. 52(↑) tickets: circumventing censorship with Tor in Farsi.

3. 23(↓) tickets: private bridge requests from Chinese speaking users.

4. 20 tickets: helping users on iOS, using Onion Browser or Orbot, to
use censorship circumvention methods.

Highlighting some other topics we received questions about:

5. 6 tickets: instructions on how to get Tor Browser binaries from
GetTor.

6. 2 tickets: Reports of fake Tor apps in iOS App Store.

7. Help with troubleshooting Tor Browser install on macOS.


# Highlights from the Tor Forum

1. Element's WebApp not working with Tor Browser.[3]

2. Importing browser data into Tor Browser.[4]

e.

[0]: https://github.com/torproject/tor4zh
[1]: https://gitlab.torproject.org/tpo/applications/tor-browser/-/issues/42589
[2]: https://tb-manual.torproject.org/installation/#system-requirements
[3]: https://forum.torproject.org/t/app-element-io-broken-after-update/13548
[4]: https://forum.torproject.org/t/not-able-to-import-browsing-data-passwords-autofill-and-history/13407
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