Support Needs List for Big Pow Wow
Questions
... Polygon network
The goal to analyze this case:
Improve discord support and user support process.
Context:
The email shows that the user could check Polygon network, which mislead the user Polygon network is live, therefore many support requests from discord channels. (at least 5 cases)
For example, the user support process is https://discord.com/channels/562828676480237578/799328822163931187/890954595956826122
Current Results:
The user donated with Polygon network, but the gitcoin bot dropped the tx on gitcoin website, and tx succeeded on Polygon network. The user asked that if the fund is safe, and if their donation is legit.
Question:
If we find similar problem with Gitcoin product next time, how should we fix it and mitigate the impact?
Suggestion:
- We could remove the misleading messages from the email which is still there now.
- We could draft a post to announce Polygon network is not alive, and it is typo in email. (through gitcoin blog)
- Emergency fix to disallow Polygon network donation - we can see there are over 5k MATIC in Polygon network now. https://polygonscan.com/address/0x7d655c57f71464b6f83811c55d84009cd9f5221c
... How to track the ticket progress? (like token submission)
Suggestions