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B-0004 Support Ticket System

Call for proposals for the MVP Wave closes at 11:59pm PT on January 26, 2022.

About this Grant

Type: Requirements Provided
Mentor: Mark Williams, VP Infrastructure, Freelance Labs
Project Length:
  • 13 weeks
  • Estimated: 260 hrs (approx 20/hr/wk)
  • Deadline: June 6, 2022 (project can launch earlier, as soon as requirements are met)
Compensation $26,000
  • Option 1: 50/50 Split USDC to BTRST
  • Option 2: 70/30 Split USDC to BTRST
  • The amount of BTRST will be determined based on the USD value of the grant (30 day trailing average USD price of the token at the time of grant issued). Add’l FAQs for compensation can be found here.

Grant Overview

As an engineer, you will be responsible for sourcing and implementing the most appropriate open-sourced tool that meets the provided product requirements. This project will not incorporate designs in this process for this round, but the engineer will be asked to customize the tool for our Brand as much as possible. The Mentor, Mark Williams, will serve as a Product Manager for this grant.

About the Project

1. What is the Problem or Opportunity?

If sales reps can’t answer clients’ questions, they email a support or accounting team. Similarly, if talent do not find answers in the Help Center or Discord, they are directed to email aliases. This system does not scale and it is hard to track items to resolution.

2. Why now?

As the Braintrust network grows, we need a ticketing system to track issues requiring escalation.

3. Project Overview

This project seeks to implement an open-source ticket system, with initial support ticket flows to the correct teams. There will be multiple phases to the project, at a high level:
  1. 1.
    Investigate existing open-source ticket systems. We have a list of potential options, but are open to other ideas based on community input. a. This investigation will include scoring at least three of the top contenders to determine the best system to implement (technical features provided out of the box, community support, etc.).
b. It could also include a short survey to the community asking for their input.
2. Build implementation approach for verification by validation node, HexOcean. Once a system has been selected, we need to outline how it will be implemented, configured, hosted, supported, etc.
3. Implementation. We’ll have done a fair amount of work up to this point, how about we launch the ticket system to the community! This will involve at least:
  1. 1.
  2. 2.
    Documentation of how the system works, how to support it, and how it interacts with existing hosting and/or CI/CD pipeline
  3. 3.
    UAT testing with core nodes prior to go-live
  4. 4.
    Pilot program with “friendly” client and talent members to validate flows
  5. 5.
  6. 6.
    Bug fixes and support

3a. High-Level Requirements / Outputs

High level requirements linked here.
3b. Refining Requirements
Most projects will include an expectation that the contributor further defines and refines the requirements. We know the system will need to be low/no-cost, and the requirements lay out the basic features required. We expect questions on how this will be implemented and hosted, and how permissions will work. We’ll work on these answers with the contributor during the investigation phase.

4. Milestones & Checkpoints

All contributors will be expected to record a 1-minute summary video to be shared with the community in the monthly Growth Reports video, each month.
Week 1
  • Kickoff with Mentor
    • Review Requirements / Expectations
    • Provide Access where needed
    • Decide meeting/ check in cadence
    • Complete Technical Approach DocumentationWeek 2: Research and Design Brief (estimated 15 hrs)
    Write up / Document Technological Approach (Template) to be submitted and approved by Core Node Team
Week 2-3: Investigate existing open-source ticket systems.
  • Identify a list of candidates to investigate
  • Potentially poll the community for more systems or red flags
  • Score at least 3 systems
Week 4-5: Build implementation approach for verification by validation node, HexOcean (estimated hours)
Week 6-12: Implementation
  • Development Security evaluation and testing
  • Implement in existing HexOcean hosted AWS environment
  • UAT
  • Complete documentation for how the system works and can be maintained by someone else
  • Pilot launch
Week 13: Launch
Week 14-15: Buffer
EXPECTED PROJECT DELIVERY: 6/6/2022 (hopefully earlier)

5. What is success?

  1. 1.
    Clients, talent, core node members, and community moderators can enter support tickets via the web or email
  2. 2.
    Submitters are notified via email that their issue has been entered (nice to have, link to ticket for status and tracking)
  3. 3.
    SLA reporting on issue resolution
  4. 4.
    Elimination of support@ and payments@ email aliases (redirecting to ticket system)
  5. 5.
    Clear documentation so the system can be handed off and supported by the community or a core node.

The Contributor

This grant is available to any Level 1 - Level 3 Braintrust Contributor. You will be asked to submit your Discord username in your application to verify contributor status.
This project requires a software engineer who has built and implemented systems end-to-end. Nice to haves:
  • Experience with open-source software
  • AWS hosting
  • Software evaluation
The best contributors to the Braintrust project...
  • Have a strong sense of commitment to the Braintrust platform and their fellow community members who will benefit from their contributions.
  • Are proactive and clear communicators that keep mentors updated with wins, challenges, and blockers.
  • Take ownership of their work, and embody a “figure it out” mentality that is driven by their desire to make Braintrust the best network.
  • Are strong project managers who identify challenges and communicate solutions early and often. They appreciate the mentors are there to guide their work, not manage the project.

About the Selection Process

Call for Submissions
January 12, 2022
Submissions Close
January 26, 2022
Last day for interviews
February 11, 2022
Selection Date
February 16, 2022
Offer Acceptance Date
February 18, 2022
Project Kickoff
February 21, 2022
Applicants will receive Y/N feedback from the Proposal Admins on moving onto the next step in the process within 2 business days of submission.

About the Selection Process

Additional questions about this grant should be added to this public FAQ doc. Questions will be answered by the Grant Mentor, Shreena Amin.

Additional Notes about Projects in the Grant Program:

  • Grant compensation includes both the time and materials needed to complete the project. A portion of the grant can be requested up front to cover material costs. These expenses are approved by the Grants committee.
  • All projects are completed open source for the benefit of the community. Grant contributors do not own the IP associated with their grant.
  • All grants have an expectation of thorough and public documentation that can be used by future contributors that want to enhance / improve upon past efforts, document process and how-to, FAQs.
  • Grants require a 1 year service agreement (up to 10 additional hours) to accommodate bug fixing, updates to libraries, etc.
  • There is a formal process by which the Grants Committee and/or Grantee can request a change to the scope/ compensation/timelines of this project. The changes must be agreed upon by both parties.