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great discussion<br>
i have a document (yet to be published) about solving user problems
(primarily support issues) from a user point of view, i would like
to review that document and then this extension this week at the
Messaging All Hands and then publish the result<br>
....Roland<br>
On 10-06-01 6:21 AM, Bryan Clark wrote:
<blockquote
cite="mid:5AE3E5B6-0FB1-48F0-812A-5EFB84811248@gmail.com"
type="cite">
<div>I like it a lot! I wanted to go over them here to make sure
i understand them. I'll add more random ideas inline as well.<br>
</div>
<span class="Apple-style-span" style="font-family: verdana;
font-size: 13px; line-height: 16px;">
<p>> an extension that helps deals with the top few support
issues, solving them if possible, giving more diagnostic
information if not possible to solve.</p>
<p>Would a use case for this idea be: person opens a tab to find
the top 10 GS issues listed (possible quick search on some
more). Each issue has an embedded "solution" which could be a
workaround or a small script that makes the necessary
changes. <span class="Apple-style-span" style=""></span></p>
<p><span class="Apple-style-span" style=""><br>
</span></p>
<p><span class="Apple-style-span" style="">Beyond just finding
issues and solutions I like the idea of trying to help
people enter better GS issues even if it just means we could
give better tags. We could also have an alternate site that
accepts TB config dumps and a URL to the related GS issue in
case GS doesn't have a good way to accept the info. </span></p>
<p><span class="Apple-style-span" style=""><br>
</span></p>
<p><span class="Apple-style-span" style="">Somewhat related I
was using the dreamhost issue tracker and it required you to
read a couple issues and tag them before you can enter
yours. I wonder of we could try something like that. Use
case working like: at a certain point we inform people that
this is user supported support and we'd like them to read
over 3 other issues to see if they can comment or tag it.
When I used this it madee take a small amount of time to see
the other requests and issues people were having and I think
it changed my expectations for how soon I would be getting
an answer. Sometimes you think customer service is seeing
everything and it's not really true. </span></p>
<p>> Message send/receive issues - reprobe settings,
username, etc. </p>
<p>If I understand this it sounds like it could be built into
the top issues some how. A static one that always is around.
Or we could just try to attach it to connection errors and
it's completely separate. Either use case doesn't matter right
now, I'm just trying to understand it a bit more. </p>
<p><br>
</p>
<p>> Profile discovery/import.</p>
<p>Matbe a use case is: on startup if we are having profile
errors we open a support tab that helps the person find their
profile and restart. A person could also go manually into this
page to import and old profile, perhaps from a backup. <span
class="Apple-style-span" style=""> </span><br>
</p>
<p>> Easy way to clear the disk cache, and rebuild
indexes/offline stores.</p>
<p>Maybe a use case here is just having this be a static issue
in our top issues page with a solution having these options. </p>
<p><br>
</p>
<p>> Turn on folder compaction, if not already turned on,
and/or compact folders.</p>
<p>I don't really understand this. At first I thought a possible
use case might be something that lists all your accounts and
folders with the currently used size of the folder and allows
you to compact them and change the compact settings. </p>
<p><br>
</p>
<p>> Check for virus checkers known to cause issues,
especially ones that intercept the communication between
Thunderbird and the mail server.</p>
<p>This made me think that we could have something that looks
for extensions known to cause issues from the GS forums. I'm
not sure if those virus checkers use extensions our not and
that might be a separate idea.</p>
<p>If we could somehow detect the installation (and usage) of
the virus checker I could see a use case where we open up a
notification bar that warns them and maybe takes the person to
a issue / solution page. I see this similar to when gmail
started detecting firebug running and alerting people that it
really slowed things down. <span class="Apple-style-span"
style=""> </span></p>
<p><br>
</p>
<p>> Check for non-default settings the user may have
accidentally toggled and gotten confused</p>
</span>
<div>I like this one a lot. The "where did this go?" helper. I'd
see the use case as perhaps: opening the support page with the
top support issues. It could be broken out into individual
issues or one "pieces are missing" issue which has buttons to
try changing the settings. If we listed the common settings and
highlighted the changed ones people could click "restore" to get
back to the default setting. A "restore all" button could also
be at the top to just revert all the common custom settings. A
further piece might then help them enter a GS issue if those
items didn't fix it.<span class="Apple-style-span" style=""></span></div>
<div><span class="Apple-style-span" style=""><br>
</span></div>
<div><span class="Apple-style-span" style=""><br>
</span></div>
<div><span class="Apple-style-span" style="">Also a related idea I
had was a "lock settings" checkbox that we could add to those
common items. This could lock down the sort of the message
list so people have to unlock and then change the order.
Similarly for the folder pane collapse. </span></div>
<div><br>
</div>
<div>Cheers,</div>
<div>Bryan</div>
<div><br>
</div>
<div><br>
On May 31, 2010, at 9:23 PM, David Bienvenu <<a
moz-do-not-send="true"
href="mailto:bienvenu@davidbienvenu.org">bienvenu@davidbienvenu.org</a>>
wrote:<br>
<br>
</div>
<blockquote type="cite">
<div><span> I was thinking that an interesting and useful
extension to write would be one that helps with the top
Thunderbird support issues - I've written down some initial
brainstorming ideas here. It would be great if others could
chime in with ideas for things to put in the extension.</span><br>
<span></span><br>
<span><a moz-do-not-send="true"
href="https://wiki.mozilla.org/User:Bienvenu/support_extension_ideas">https://wiki.mozilla.org/User:Bienvenu/support_extension_ideas</a></span><br>
<span></span><br>
<span>thx, - David</span><br>
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</blockquote>
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