New support Tools

support, where + when you need it

At Foundation Devices, we strive to make tools that are powerful, elegant, and easy to use. Judging from the results of our recent customer survey, we’re off to a good start – but we can always do more!

Bitcoin attracts users from different backgrounds and skill sets, from complete beginners purchasing their very first hardware wallet, to expert users buying an additional signing device to compliment their geographically distributed multisig quorum.

Expert users are unlikely to need the same level of hand holding as those just starting their Bitcoin journey, but we want to ensure that no sovereign individual gets left behind. Because of this, we’ve been working hard to improve our content and support options so that everyone can use Passport to its fullest potential.

In the recent weeks we have migrated our user documentation from GitBook to our own self hosted docs site thanks to the great Free and Open Source (FOSS) tool Wiki.js. We think the new layout and improved structure is easier and quicker to navigate. If videos are your thing, we have you covered with a growing collection of ~20 videos on everything from setting up Passport to creating your first sovereign multisig setup with tools like Specter and Sparrow Wallet.

Behind the scenes we’ve also migrated to our own self hosted help desk software thanks to another great FOSS tool, FreeScout. Whilst this shift might seem trivial, the move has allowed us to implement some really cool features to better support you while keeping your data safe. They include:

live chat

Got a burning question that you can’t find an answer to via our docs? You can now message us during business hours for a quick reply from one of our team members. The live chat is present on both our documentation and our main website; just click the small blue chat icon.

telegram bot

Are you an avid Telegram user? Yeah, us too! We have a vibrant and growing community chat which you can find here. However, sometimes you may have a question that you don’t want to ask in front of hundreds of other users. To fix this, we now have our very own Telegram Bot, waiting to help you – in private – with any questions or issues. Messages sent to our Telegram bot will be picked up by the same expert support team that answers our online live chat.

Looking ahead

Over the coming weeks and months we’ll be implementing more FreeScout tools such as:

Knowledge base

FreeScout offers an embedded Knowledge Base feature which we plan to build out with everything from Bitcoin fundamentals to Passport specific information. Our hope is that this will become the one stop shop for all your Bitcoin knowledge needs. Keep your eyes peeled and if you have any content suggestions, feel free to reach out to us.

pgp protected emails

PGP provides the ultimate way in which to communicate via even the most insecure mediums. We are really excited that our more privacy conscious users will soon be able to communicate with us in a fully encrypted fashion. This will make asking even the most sensitive of questions, completely secure and private, even in the extremely unlikely event that our email server were to be compromised.

We hope you find our continued efforts to cater to all of your support requirements (using as many FOSS tools as possible) helpful. As always, please reach out to us if you have any additional requirements or suggestions that we have not yet covered. 

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