ySupport

[jorphex]

Scope

ySupport provides 24/7 user support, community management, and protection from scams across Discord, Telegram, and Reddit. Our team is the first point of contact for users, troubleshooting technical issues, answering questions, and ensuring a smooth experience with Yearn products.

In addition to resolving inquiries, we maintain systems that safeguard the community from scams and impersonators, while also supporting tools that enhance user access to key data and insights. The ySupport team collaborates with internal teams to address technical concerns, improve communication between users and Yearn, and foster a positive atmosphere across all channels.

Plan

ySupport aims to respond to user inquiries within 15 minutes, resolving a wide range of user questions about Yearn’s ecosystem, blockchain-related issues, and general DeFi-related queries. We ensure that users receive clear, accurate, and timely support across all community channels.

• Providing technical support to users, guiding them through a wide range of inquiries related to Yearn’s ecosystem. This includes helping users navigate complex blockchain transactions via block explorers, assisting with vault interactions, troubleshooting common issues, and addressing concerns related to older integrations or adjacent contracts. Our team effectively manages technical challenges, whether they are product-specific or involve more advanced DeFi topics, enabling users to interact with Yearn products and other DeFi products with confidence.

• Managing discussions and supporting community members in Yearn’s Telegram, Discord, and Reddit channels, fostering engagement and maintaining a positive atmosphere. ySupport collaborates with relevant teams to investigate and address any potential internal technical concerns raised by user inquiries, ensuring smooth communication between users and internal teams is maintained.

• Developing, maintaining, and improving tools to support users in optimizing their experience with Yearn products:

  • yPort: A Telegram and Discord bot that allows users to track their vault deposits across multiple addresses, providing consolidated reports on APR, USD value, and estimated yield. It also suggests vaults with higher APRs to help users optimize their returns. The bot simplifies the viewing of deposits across multiple addresses, reducing the need for manually connecting each address individually to Yearn’s interface and navigating to individual vault pages. https://github.com/jorphex/yPort
  • yDeposits: A Telegram bot that ySupport contributors use to efficiently answer user inquiries about vault performance. By inputting a vault contract address and either a time period or block number, the bot generates reports on APR, APY, and pricePerShare changes, along with graphs that visualize performance over time. This tool enhances the team’s ability to provide accurate and timely support. https://github.com/jorphex/yDeposits

• Monitoring community channels to remove scam links and block impersonators, maintaining and updating Discord’s Automod system to filter out scams using regex patterns. This work is an important part of ensuring the safety of Yearn’s community by adapting to ever-changing scam tactics.

Our commitment to user safety and satisfaction remains the priority, and our expertise is critical in maintaining Yearn’s reputation for responsiveness, user care, and technical support.

Future Proposals:
If approved, future budget requests will largely follow the same structure, with any updates or additional details included only if there are changes or developments worth noting. This ensures continuity in our work, keeps the team aligned with evolving needs and improvements in user support and tool development, and maintains transparency in how roles, responsibilities, and resources are managed.

Deadline

2024-12-01, retroactive from 2024-09-01

People

• JyHelper: Provides constant, in-depth technical support as a long-time Yearn user of nearly four years, managing Discord’s Automod system to prevent scams, and developing useful tools like yPort and yDeposits. Handles the majority of technical queries and builds features to improve user experience.
• DefiGlenn: Contributes in general support and community management, ensuring that user questions are addressed and the community remains safe from scams.
• BarryPooter: Contributes by answering user questions and directing inquiries to the appropriate channels, providing essential support to users in real-time, but would be able to contribute even more effectively with broader access to our support tools.
• Delist (formerly Fugggginn noooob): Manages the yearn.social Telegram channel, which serves as a space for YFI discussions.
• Minion: Writes and maintains the yNewsletter, a monthly Twitter thread summarizing Yearn’s updates and developments.

Money

• J: 3500 DAI per month
• DefiGlenn: 2000 DAI per month
• Delist (formerly Fugggginn noooob): 1000 DAI per month
• BarryPooter: 1200 DAI per month
• Minion: 300 DAI per month

This totals 8000 DAI per month, reflecting each member’s contribution to the team and aligning compensation with their work and time.

The requested budget reflects the responsibilities of the ySupport team, especially in providing critical user support and maintaining essential tools like yPort and yDeposits. These tools enable accurate tracking of vault deposits, yield calculations, and performance data, offering both users and contributors valuable insights to optimize strategies, make informed decisions, and respond to queries efficiently. Operational expenses, such as RPC costs for querying blockchain data, along with other minor operational costs, are also factored into the budget.

Additionally, maintaining and updating Discord’s Automod system to block scam links is an ongoing task that requires continuous monitoring and updates to keep up with evolving threats. The proposed budget fairly reflects the contributions of each member based on their workload, responsibilities, and the time dedicated to their roles.

Amount (Total)

24000 DAI

Wallet address

0xbd7B3Bc2C4581Fd173362c830AE45fB9506B3dA5

Reporting

Monthly

[jorphex]

September 2024 Report

• 74 inquiries in public channels addressed, with thanks to other contributors, community members, and users for stepping in to assist
• 22 tickets resolved
• 94 scammers and spammers manually banned

Common Inquiries:

• veYFI vault staking yields
• yPRISMA and yCRV
• Dead link to crvUSD vault on yCRV page
• Sonne recovery
• yPT vaults
• Handling max loss on withdrawal
• Confusion between USDC and USDC.e
• Temporary UI bugs or lag
• Harvest frequency
• Deposit and stake flow
• Withdrawing through block explorers

Tools

• yPort saw limited use with an average of 1-2 times a day as it was offline several times because of testing.
• yDeposits has been useful in giving users accurate insights into vault performance, and in sharing and promoting vaults with high exciting APR values.
  See roadmap in their individual repos

[jorphex]

October 2024 Report

• 49 inquiries in public channels addressed, with thanks to other contributors, community members, and users for stepping in to assist
• 37 tickets resolved
• 373 scammers and spammers manually banned

Common Inquiries:

• yCRV
• st-yCRV USD pricing
• Writing/building strategies
• Sonne recovery
• yPT vaults
• Handling max loss on withdrawal
• Temporary UI bugs
• Issues in withdrawing, button does not call wallet, mostly st-yCRV and lp-yCRV
• Issues in approval, clicking button results in spinning animation, wallet not called
• Cowswap
• Harvest/yield frequency
• Harvest reward trigger threshold
• Deposit and stake flow
• Confusion about where deposit is, staked without knowing
• Withdrawing unknowingly staked Vault tokens
• Withdrawing through block explorers
• Finding and accessing old Vault deposits

Tools

• yPort saw limited use with an average of 2-3 times a day, more on Telegram than Discord.
• yDeposits continues to be useful for quick informative responses, giving users insights into vault performance.
• yDeposits now generates daily reports on the top 20 Vaults by 7-day APR, pps anomalies (decrease), 7-day APR gainers and losers

[jorphex]

November 2024 Report

• 73 inquiries in public channels addressed, with thanks to other contributors, community members, and users for stepping in to assist
• 49 tickets resolved
• 351 scammers and spammers manually banned

Common Inquiries:

• yCRV peg
• yCRV mechanics
• Partner vaults (not on Yearn site)
  • related: rSWELL, Sturdy
• Vaults (active and deprecated/hidden) not showing even with connected wallet
  • related: withdrawing from Sonne vaults
• Withdrawing through block explorers
  • related: finding old/deprecated/hidden vaults
• Temporary UI bugs
• (Important) Persistent issue for months:
  • Issues in approve/withdraw, clicking button results in spinning animation, wallet not called
• (Important) Deposit and stake flow confusion
  • Users continue to ask about how to withdraw - they don't know that their deposits are staked
  • Withdrawing unknowingly staked Vault tokens
  • Suggestion: UI needs to be more intuitive to show this

Notable:

• A user reported not finding their deposit on the Yearn website while seeing dYFI value populated. Tracing token transfers confirmed loss of yvGauge tokens through an external phishing attack, but fortunately they understood that it involved user action on an external contract, and investigated the incident independently and did not blame anyone.

Tools

• yPort saw limited use with an average of 2-3 times a day, more on Telegram than Discord.
• yDeposits has been consistently useful and helpful for quick informative responses, giving users insights into vault performance. It is now possible to compare vaults side by side showing 1d, 7d, 30d APRs and TVL.

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This concludes reporting for this BR