More users = More support requests

Wayne Mery vseerror at lehigh.edu
Mon Mar 27 13:41:13 UTC 2017


On 3/23/2017 4:04 PM, Bruce A. Johnson wrote:
> I mistakenly responded to just Axel, not to the whole list.  Others said 
> the same thing on the list, though.
> 
> On the Mozilla support website, people can ask a question, now called 
> "New Community Post"
> https://mzl.la/2lw6mqN
> 
> And it is there that they choose the "board" to post the question.
> 
> Since the change in SUMO software, everyone involved with adjusting that 
> software hve been very slow to make this "New Community Post" page 
> easily available, but it is not "hidden".

It's unclear who you mean by "everyone". If you mean that it is hard for 
a user to find how to post a question, this is covered in a series of 
bug lithium/AAQ reports - for example Bug 1337670. If you mean something 
else, please provide more detail.


> On 2017-Mar-23 3:02 am, Axel Grude (Axel) wrote:
>>
>> Ok, so I stand corrected - but there is a forum on SUMO, not many 
>> people know where to find it... I wonder could this be integrated with 
>> the Thunderbird help menu? Should it go on a more Tb specific domain, e.g.
>>
>> thunderbird.org/forum ?
>>
>> Axel
>>
>>
>>
>> Axel Grude (Axel) <mailto:axel.grude at gmail.com>
>> Music Production and Composition
>> Thunderbird Add-ons Developer (QuickFolders 
>> <https://addons.mozilla.org/thunderbird/addon/quickfolders-tabbed-folders/>, 
>> quickFilters 
>> <https://addons.mozilla.org/thunderbird/addon/quickfilters/>, 
>> QuickPasswords 
>> <https://addons.mozilla.org/firefox/addon/quickpasswords/>, Zombie 
>> Keys <https://addons.mozilla.org/thunderbird/addon/zombie-keys/>, 
>> SmartTemplate4 
>> <https://addons.mozilla.org/thunderbird/addon/smarttemplate4/>)
>> Mozilla Addon Reviewer
>> Visit my YouTube Channel <https://www.youtube.com/c/thunderbirddaily> 
>> for email productivity tips Get Thunderbird!
>>
>> Subject: Re: More users = More support requests
>> To: Axel Grude
>> From: Bruce A. Johnson
>> Sent: Thursday, 23/03/2017 00:36:38 00:36 GMT Standard Time {GMT ST} 
>> +0000 [Week 12]
>>> On 2017-Mar-22 4:48 pm, Axel Grude wrote:
>>>>
>>>> We have an escalation process - it's called bugzilla:
>>>>
>>>
>>> Sorry, but incorrect.  Mozilla Bugzilla is for solving bugs in the 
>>> program, not for support.  Any and all of the developers/programmers 
>>> will vehemently say that.  Most people who ask for support in that 
>>> area gets ignored ("this is a duplicate of bug # xxx, which is 
>>> labelled as NOTFIX"), or better, recommended to the support forum.
>>>
>>>> then there is this forum:
>>>>
>>>> http://forums.mozillazine.org/viewforum.php?f=39
>>>>
>>> That forum is not officially supported by Mozilla or the Thunderbird 
>>> project.  There may be good people there who want to help, but they 
>>> are not the official support who are supposed to have the ears or 
>>> attention of those who are involved in the Thunderbird project.
>>>
>>>> I think there is also a more general forum at mozilla.org?
>>>
>>> More general forums at Mozilla do not deal with Thunderbird, nor do 
>>> they want to.  I'm talking about the official Mozilla support forum 
>>> for Thunderbird.  If you are unfamiliar with it, then please check it 
>>> out:
>>> https://support.mozilla.org/t5/Thunderbird/bd-p/Learn-Basics
>>>
>>> -- 
>>> • Bruce A. Johnson in Empress, Alberta, Canada
> 
> 
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