[Marketing-Public]informal support proposal

Simon Males marketing-public at mozilla.org
Tue, 30 Mar 2004 08:59:38 +1000


Consider this brain food- a techie proposal, but a system that may do 
the job. I heard on another dicussion list of companies using bugzilla 
as a email ticketing system.
One top of that, have a team who sort the email and assign them to the
appropriate modules to which the appropriate module owners/teams are
experience in that part of Mozilla and will respectivly respond to the
query.
Providing an archiving system for responded to queries. Using Super
review flags as a form of escalation management. A QA team reviewing the
email before being checked in (sent), regularly at first for new
supporters then random unannounced live reviewing before being sent.

Chew on that.

-- 
Simon Males <sime@anticd.org>
No More AOL CDs Australia - www.anticd.org