<html theme="default"><head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
</head><body text="#000000">A "This is what I think" post should be
treated as feedback. For each case, try to cover as many of the
following as possible:<br>
<br>
<ul>
<li>Thank them for their feedback.</li>
<li>Search Bugzilla, GitHub, or anywhere else to see if the issue has
been reported and confirmed. If the user is complaining about a change,
take the time to explain the official reason for the change (not your
assumption).</li>
<li>If the issue is confirmed, try to provide a timeline for when the
issue will be addressed.</li>
<ul>
<li>If it's a confirmed RFE with no set timeline, you can say
something like "<span style="font-style: italic;">This is on a list
planned changes; there is no timeline yet for when it will be
implemented.</span>"</li>
<li>If possible, document the thread, and set a reminder to
follow-up when the issue has been addressed. (i.e. "<span
style="font-style: italic;">There is a new update today, which addresses
your feedback</span>")</li>
</ul>
<li>Tell the user that you will pass on their feedback.</li>
<ul>
<li>Record the feedback in a document with other feedback reports,
and after a week or so, review the document for most common items and
send a feedback report to the Thunderbird team. This way, the team
doesn't get flooded with individual pieces of feedback, and can view
feedback from a higher altitude.</li>
</ul>
<li>Try to provide a solution or workaround the user can do in the
meantime. For instance, if they are complaining about a change, and that
change can be reverted with an add-on, suggest the add-on. If they are
complaining that an add-on is no longer working, look to the add-on
author's site for any plans to update the add-on, or provide an
alternative.<br>
</li>
</ul>
By doing the above, my responses usually get marked as a solution or at
least marked as helpful. When someone sends feedback, what's most
important is that they feel like they're being listened to and taken
seriously.<br>
<br>
If you need any help getting on chat.mozilla.org, you can always message
me, and I'll walk you through it.<br>
<br>
<br>
<span>Matt Harris wrote on 2020-07-18 1:12 AM:</span><br>
<blockquote type="cite"
cite="mid:9c59139c-b44d-2cf7-036f-e10cb3abc804@gmail.com">
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
I am not holding this users statements as representative, I just
made the mistake of including two issues in one email and that
apparently is enough to confuse. <br>
<br>
So what exact are support folk supposed to do with these "this is
what I think" Posts? The project is directing them there, so what
are we to do with them?<br>
<br>
Ignoring them does nothing good to our responded in 24 hour
statistics, and they will almost never get a click of approval as
"solved". <br>
<br>
<br>
<div class="moz-cite-prefix">On 17-Jul-20 6:33 PM, Wayne Mery wrote:<br>
</div>
<blockquote type="cite"
cite="mid:6eac8e96-afff-bc13-0107-7f79ceff7dad@lehigh.edu"><meta
http-equiv="Content-Type" content="text/html; charset=utf-8">
FWIW I would have stopped long before 6 hours and posted a
question on Matrix, and probably gotten quick help.<br>
<br></blockquote>
Does it work now? Last time I tried Matrix chat it told me
something about Mozilla employees only so I gave up. <br>
<br>
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</pre>
</blockquote>
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