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<div id="newHeaderAG1" style="font-size: x-small; padding:1em;
background-color:rgba(220,220,240,0.4); border-radius:3px;"> <b>Subject:</b>More
users = More support requests<br>
<b>From:</b>Bruce A. Johnson <a class="moz-txt-link-rfc2396E" href="mailto:Bruce@BruceJohnson.ca"><Bruce@BruceJohnson.ca></a><br>
<b>To:</b>Tb-planning <br>
<b>Sent: </b>Wednesday, 22/03/2017 17:10:27 17:10 GMT ST
+0000 [Week 12]<br>
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<blockquote class=" cite"
id="mid_d94fd29a_bf56_073e_3126_db911f6df5df_BruceJohnson_ca"
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More users = More support requests<br>
<br>
I think that getting more Thunderbird users, improving the initial
usability of Thunderbird for the average dunsel computer user, and
getting publicity is great.<br>
<br>
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.<br>
<br>
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.<br>
<br>
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. <br>
</blockquote>
<p>We have an escalation process - it's called bugzilla:</p>
<p>This could be a good starting point:</p>
<tt><a class="moz-txt-link-freetext" href="https://bugzilla.mozilla.org/query.cgi?query_format=advanced&short_desc_type=allwordssubstr&short_desc=test&classification=Client%20Software&product=Thunderbird&resolution=---&longdesc_type=allwordssubstr&longdesc=&bug_file_loc_type=allwordssubstr&bug_file_loc=&status_whiteboard_type=allwordssubstr&status_whiteboard=&keywords_type=allwords&keywords=&bug_id=&bug_id_type=anyexact&votes=&votes_type=greaterthaneq&emailtype1=substring&email1=&emailtype2=substring&email2=&emailtype3=substring&email3=&chfieldvalue=&chfieldfrom=&chfieldto=Now&j_top=AND&f1=noop&o1=noop&v1=">https://bugzilla.mozilla.org/query.cgi?query_format=advanced&short_desc_type=allwordssubstr&short_desc=test&classification=Client%20Software&product=Thunderbird&resolution=---&longdesc_type=allwordssubstr&longdesc=&bug_file_loc_type=allwordssubstr&bug_file_loc=&status_whiteboard_type=allwordssubstr&status_whiteboard=&keywords_type=allwords&keywords=&bug_id=&bug_id_type=anyexact&votes=&votes_type=greaterthaneq&emailtype1=substring&email1=&emailtype2=substring&email2=&emailtype3=substring&email3=&chfieldvalue=&chfieldfrom=&chfieldto=Now&j_top=AND&f1=noop&o1=noop&v1=</a></tt><br>
<p>then there is this forum:</p>
<p><a class="moz-txt-link-freetext" href="http://forums.mozillazine.org/viewforum.php?f=39">http://forums.mozillazine.org/viewforum.php?f=39</a></p>
<p>I think there is also a more general forum at mozilla.org?<br>
</p>
<p>cheers,<br>
Axel</p>
<br>
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