More users = More support requests
axel.grude at gmail.com
Wed Mar 22 22:48:06 UTC 2017
> *Subject:*More users = More support requests
> *From:*Bruce A. Johnson <Bruce at BruceJohnson.ca>
> *Sent: *Wednesday, 22/03/2017 17:10:27 17:10 GMT ST +0000 [Week 12]
> More users = More support requests
> I think that getting more Thunderbird users, improving the initial usability of
> Thunderbird for the average dunsel computer user, and getting publicity is great.
> Do not forget support, though. No matter how good you make a program, there will
> always be people who need help with it. Thunderbird is by no means foolproof, and
> people get turned off by it all the time because of problems with it.
> Don't just assume that "someone will take care of it", when it comes to support.
> The bulk of support requests are answered by people like me who have an interest,
> but who don't know everything there is to know about Thunderbird. We cannot answer
> every question.
> I say again that we need an escalation process for support requests. By "we", I
> mean the people who answer most of those support requests. When I don't know how to
> help, or get stumped, all I can hope is that maybe one of the others will try.
We have an escalation process - it's called bugzilla:
This could be a good starting point:
then there is this forum:
I think there is also a more general forum at mozilla.org?
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