<div dir="ltr"><div class="gmail_extra"><div class="gmail_quote">On Wed, Mar 22, 2017 at 11:48 PM, Axel Grude <span dir="ltr"><<a href="mailto:axel.grude@gmail.com" target="_blank">axel.grude@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex">
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<div id="gmail-m_-8910647782350294986newHeaderAG1" 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="gmail-m_-8910647782350294986moz-txt-link-rfc2396E" href="mailto:Bruce@BruceJohnson.ca" target="_blank"><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="gmail-m_-8910647782350294986cite" id="gmail-m_-8910647782350294986mid_d94fd29a_bf56_073e_3126_db911f6df5df_BruceJohnson_ca" type="cite">
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>
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</span><p>We have an escalation process - it's called bugzilla:</p>
<p>This could be a good starting point:</p>
<tt><a class="gmail-m_-8910647782350294986moz-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=" target="_blank">https://bugzilla.mozilla.org/<wbr>query.cgi?query_format=<wbr>advanced&short_desc_type=<wbr>allwordssubstr&short_desc=<wbr>test&classification=Client%<wbr>20Software&product=<wbr>Thunderbird&resolution=---&<wbr>longdesc_type=allwordssubstr&<wbr>longdesc=&bug_file_loc_type=<wbr>allwordssubstr&bug_file_loc=&<wbr>status_whiteboard_type=<wbr>allwordssubstr&status_<wbr>whiteboard=&keywords_type=<wbr>allwords&keywords=&bug_id=&<wbr>bug_id_type=anyexact&votes=&<wbr>votes_type=greaterthaneq&<wbr>emailtype1=substring&email1=&<wbr>emailtype2=substring&email2=&<wbr>emailtype3=substring&email3=&<wbr>chfieldvalue=&chfieldfrom=&<wbr>chfieldto=Now&j_top=AND&f1=<wbr>noop&o1=noop&v1=</a></tt></div></blockquote><div><br>Bugzilla is good for filing bugs or enhancement requests, but it is not meant for support. I see a lot of bugs lately being closed with the remark that it's not intended for support and the reporter is being directed to sumo. Also the step between asking a question on sumo and filing a bug is too big. What I think what's needed is, that the person giving support should have an easy way of letting others know that he's stuck with a certain question.<br> </div><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div bgcolor="#FFFFFF"><br>
<p>then there is this forum:</p>
<p><a class="gmail-m_-8910647782350294986moz-txt-link-freetext" href="http://forums.mozillazine.org/viewforum.php?f=39" target="_blank">http://forums.mozillazine.org/<wbr>viewforum.php?f=39</a></p>
<p>I think there is also a more general forum at <a href="http://mozilla.org" target="_blank">mozilla.org</a>?<br></p></div></blockquote><div>MozillaZine is a good point for information and I do often put links to articles from MozillaZine in answers to support requests, but the site doesn't belong to Mozilla or Thunderbird. I've also seen remarks in bugs or sumo articles about not linking to MozillaZine for this reason. It would be better if the support articles on sumo would have full coverage of all the things related to Thunderbird. And it helps a lot of users that the articles on sumo can be and are localized. <br></div><br></div>Cheers,<br></div><div class="gmail_extra">Onno<br></div></div>