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@ -84,7 +84,7 @@ It will only be of interest to TSF members.…">
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<li><a href="/manuals/answering_questions#real-life-problems">User has real life problems</a></li>
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<li><a href="/manuals/answering_questions#insults">User is insulting me</a></li>
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</ol>
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<p>The <strong>TSupport client</strong> is your rifle.<br>Learn all its <a href="https://trello.com/c/7D2mn7Ko/267-tsupport"><strong>features</strong></a>, and use an up to date template file. </p>
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<p>The <strong>TSupport client</strong> is your rifle.<br>Learn all its <a href="https://bugs.telegram.org/c/554"><strong>features</strong></a>, and use an up to date template file. </p>
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<h4><a class="anchor-link" href="#1a-asking-teammates-for-help"><i class="anchor-icon"></i></a><a class="anchor" name="1a-asking-teammates-for-help"></a>1a. Asking teammates for help</h4>
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<p>Never hesitate to ask for help in your local TSF group. But remember: Not everyone in your group uses the same support account and speaks the same languages as you. When you want to ask something:</p>
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<ol>
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@ -100,35 +100,37 @@ It will only be of interest to TSF members.…">
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<p>You should be able to handle these easily. Here's where you find information:</p>
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<ol>
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<li><a href="https://telegram.org/faq">FAQ</a></li>
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<li><a href="https://trello.com/b/igUjgCOh">Tips & Tricks Trello</a></li>
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<li><a href="https://trello.com/c/5IqdVdPB/113-viewing-or-editing-apps-list-sheet">App comparison table</a></li>
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<li><a href="https://bugs.telegram.org/kb">Knowledge Base</a></li>
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<li><a href="https://bugs.telegram.org/c/563">App comparison table</a></li>
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<li><a href="https://translations.telegram.org">Screenshots</a> (Translations Platform)</li>
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<li><a href="http://data.telegram.wiki/tl_general_en.txt">Answer templates</a> (wiki)</li>
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<li><a href="https://telegram.org/press">Articles about Telegram in the media</a></li>
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</ol>
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<p>Whenever you learn something that was not in the docs,<br>make sure that this new info <strong>finds</strong> its way into the docs!</p>
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<h3><a class="anchor-link" href="#4-bug-reports"><i class="anchor-icon"></i></a><a class="anchor" name="4-bug-reports"></a>4. Bug reports</h3>
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<p>Search our trello boards before you do anything. In most cases, you will find all the info right away. Ask in your local group if anything is not clear. Use the <a href="https://trello.com/c/iAH2kIDN/278-bug-report-groups">bug report groups</a> if you need to test things on devices you don't have.</p>
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<p>Ask in your local group if anything is not clear. Use the <a href="https://bugs.telegram.org/c/549">bug report groups</a> if you need to test things on devices you don't have.</p>
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<ol>
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<li><a href="/manuals/answering_questions#reporting-bugs-in-telegram">Reporting bugs</a> from <strong>Answering Questions</strong></li>
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<li><a href="/manuals/bugs">Bug Handling Manual</a></li>
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<li><a href="/manuals/bug_hunting">Investigating Bugs</a></li>
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<li><a href="https://trello.com/b/ll9sbLcd">Issues disambiguation board on Trello</a></li>
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<li><a href="https://bugs.telegram.org/c/452">Bug Platform Lore</a></li>
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</ol>
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<h3><a class="anchor-link" href="#5-user-suggestions"><i class="anchor-icon"></i></a><a class="anchor" name="5-user-suggestions"></a>5. User suggestions</h3>
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<p>Search trello boards first. It could be a bug, a feature or a known suggestion. Discuss in local groups if new suggestions need to be added, <strong>then</strong> add the suggestion to the board. Don't do this if you're not sure. And remember that not all suggestions need to be added to the board. Use common sense and the feature philosophy.</p>
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<p>Search the bug tracker (it could be a bug, a feature or a known suggestion). You can submit a suggestion yourself — please use common sense and the feature philosophy.</p>
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<ol>
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<li><a href="/manuals/answering_questions#handling-user-suggestions">Handling user suggestions</a> from <strong>Answering Questions</strong></li>
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<li><a href="/manuals/feature_philosophy">Feature philosophy</a></li>
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<li><a href="https://trello.com/b/TgdZ0YI6">Suggestions Trello board</a> (<a href="https://trello.com/c/3i0SkeFC"><strong>about</strong></a>)</li>
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<li><a href="https://suggestions.telegram.org/">Suggestions Platform</a></li>
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</ol>
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<blockquote>
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<p>Read the <a href="https://trello.com/c/3i0SkeFC"><strong>About</strong></a> section of the Suggestions Board before you add anything.</p>
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</blockquote>
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<h3><a class="anchor-link" href="#6-projects-and-suggestions-for-the-tsf"><i class="anchor-icon"></i></a><a class="anchor" name="6-projects-and-suggestions-for-the-tsf"></a>6. Projects and suggestions for the TSF</h3>
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<p>The Telegram Support Force is full of brilliant and creative people, and there are many more useful things that can be done besides answering questions. If you're interested in doing more, check out the TSF Projects board where you'll find a list of currently active projects initiated by our TSF members. Find one to your liking or just <a href="https://trello.com/c/Km5faOdu/2-how-can-i-help">sign up</a> to be notified when something that requires your skills is going on.</p>
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<p>The list of projects is not very long for now, but we're working on adding more. If you have an idea for a project, see <a href="https://trello.com/c/ktEz53WR/38-what-if-i-have-a-project-idea">this card</a>.</p>
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<p>If you have other suggestions and ideas for the general workings of the TSF, our templates, and interfaces, don't hesitate to contact Markus about it. Oh, and: Rude frescoes. If you have no idea what this last thing was about, read on to the end of this document.</p>
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<p>The Telegram Support Force is full of brilliant and creative people, and there are many more useful things that can be done besides answering questions. Global events are announcements in our notifications chat, and you can also start your own projects together with interested teammates.</p>
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<p>If you have suggestions and ideas for the general workings of the TSF, our internal communication, manuals, templates, interfaces, tools and so on, don't hesitate to contact Markus or Daria about it. Oh, and: Rude frescoes. If you have no idea what this last thing was about, read on to the end of this document.</p>
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<!--
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If you're interested in doing more, check out the TSF Projects board where you'll find a list of currently active projects initiated by our TSF members. Find one to your liking or just [sign up](https://trello.com/c/Km5faOdu/2-how-can-i-help) to be notified when something that requires your skills is going on.
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The list of projects is not very long for now, but we're working on adding more. If you have an idea for a project, see [this card](https://trello.com/c/ktEz53WR/38-what-if-i-have-a-project-idea).
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-->
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<blockquote>
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<p><strong>WARNING:</strong> If you've just joined the TSF and are still figuring out what's going on, we'd suggest not to get too involved with things like side projects. It's a better idea to first get comfortable with answering user questions before you spread out.</p>
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</blockquote>
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@ -136,16 +138,19 @@ It will only be of interest to TSF members.…">
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<p>Stick to the FAQ in case of ordinary users. <strong>Always</strong> consult Markus (unless the matter is fully covered in the Bestiary). If Markus is not available at the moment, ask in your local group. Don't be afraid to tell an advanced user that you are not a specialist — you don't have to be.</p>
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<ol>
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<li>Ask users for the source of their doubts, most likely you'll get a link</li>
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<li>The <a href="https://trello.com/b/igUjgCOh/features-tricks">Features & Tricks</a> board has a <strong>Bestiary</strong> section, look there for known articles</li>
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<li><a href="/techfaq">Advanced FAQ</a></li>
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<li><a href="/techfaq">Advanced FAQ</a> gives more info about MTProto for advanced users.</li>
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<li>Advanced concerns and questions should be mailed to <strong>security@telegram.org</strong></li>
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</ol>
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<p>To use trello search for links, remove the http(s):// part. E.g.:</p>
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<!--
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To use trello search for links, remove the http(s):// part. E.g.:
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<div>
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<a href="/file/811140900/1/MFYP2Cb7EC0/1741dcf258433dd879" target="_blank"><img src="/file/811140900/1/MFYP2Cb7EC0/1741dcf258433dd879" title="Screenshot_44.png, 16.6Kb" class="dev_page_image" /></a>
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</div>
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<p>Trello search is not perfect for links even this way, so may be a good idea to take a personal look at the Bestiary if the search doesn't return anything. New links for problems that are covered in the Bestiary should be added to the relevant cards.</p>
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Trello search is not perfect for links even this way, so may be a good idea to take a personal look at the Bestiary if the search doesn't return anything. New links for problems that are covered in the Bestiary should be added to the relevant cards.
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-->
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<h3><a class="anchor-link" href="#8-new-language-requests"><i class="anchor-icon"></i></a><a class="anchor" name="8-new-language-requests"></a>8. New language requests</h3>
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<p>Anyone can use the <a href="https://translations.telegram.org">Translation platform</a> to suggest improvements to our current translations — or create their own custom language packs and translate Telegram into any language.</p>
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<ol>
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<p>Some users will complain that they were unfairly limited to only sending messages to their mutual contacts. We at the TSF do not have the tools to handle such requests, but our friendly <a href="https://t.me/spambot">@spambot</a> is always ready to help them – and it speaks many different languages, including those that we don't. Feel free to send the <em>spambot</em> template to such users. If they keep insisting that you do something about their situation, it is OK to ignore them.</p>
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<p>Some users will have you believe that somebody reported them 'for fun' or 'by mistake', but the reality is usually very different. We have a dedicated team of moderators that process every report aided by sophisticated algorithms, so it is not easy to get limited by mistake. Naturally, both humans and algorithms can err, but the <a href="https://t.me/spambot">@spambot</a> has all the tools necessary for filing an appeal.</p>
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<p>And remember: the vast, absolute majority of Telegram users never get reported at all, most reports are declined, and most of the people that do get limited never even notice it. They can talk to anyone they've talked to before, they can reply to any messages other people send them, and the initial limitation lasts for only a short period of time. Most likely, you wouldn't notice if we limited your account for a week or even a month.</p>
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<p><a href="https://trello.com/c/JOcDxGHR/218-anti-spam-limitations">Learn more about our antispam systems on Trello »</a></p>
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<p><a href="https://bugs.telegram.org/c/544">Learn more about our antispam systems in the Knowledge Base»</a></p>
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<h3><a class="anchor-link" href="#14-abuse-requests"><i class="anchor-icon"></i></a><a class="anchor" name="14-abuse-requests"></a>14. Abuse requests</h3>
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<p>The Telegram Support Force is an organization of volunteers that exists to help Telegram users find their way around the apps; you, our volunteers, are <strong>not qualified</strong> to solve cases involving illegal content — and neither am I (Markus). It is not an issue of trust, rather consider this:</p>
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<ol>
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