<html><head><meta http-equiv="content-type" content="text/html; charset=utf-8"></head><body dir="auto"><div dir="ltr"><meta http-equiv="content-type" content="text/html; charset=utf-8"><div dir="ltr">Hey Matt,</div><div dir="ltr"><br></div><div dir="ltr">just a quick note, this isn't something in the realm of the Thunderbird Council, unless maybe there is so much contention that this needs a leadership decision. Ryan in his role as community manager would be the best person to make a final call on this, but having an open discussion here seems like the right approach.</div><div dir="ltr"><br></div><div dir="ltr"><council hat off></div><div dir="ltr"><br></div><div dir="ltr">Personally I agree we should bundle real user support under SUMO and nowhere else ("My Thunderbird isn't working"). Discourse has its advantages in providing a better discussion forum for higher level issues ("I read a blog post and disagree, here is my opinion") but then again we also have tb-planning. The mozilla.support.thunderbird group is from days where newsgroups were more popular and is something I don't think we should support indefinitely. Topicbox seems right for the more specific topics (add-on developers, ux, ...). Having an e2ee group makes sense there to have a more technical discussion, so maybe it is just a matter of framing in places where we link to it.</div><div dir="ltr"><br></div><div dir="ltr">Philipp </div><div dir="ltr"><br><blockquote type="cite">On 18. Oct 2020, at 1:30 AM, Matt Harris <unicorn.consulting@gmail.com> wrote:<br><br></blockquote></div><blockquote type="cite"><div dir="ltr">
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<font face="Calibri">I noticed that the new PGP integration has
created a new support process using a mailing list. User support
for Thunderbird has been for a number of years based on SUMO, and
with the looming retirement of Google groups usage I was looking
forward to having all the the support and all of the experts in
one place. But now we are starting a process of creating new
support mailing lists.<br>
<br>
So I am looking for a discussion folks as I feel we have managed
to get things do well dispersed that personally I can not get
across all the forums we apparently offer user support in. Where
are we going to provide support? Is it to be a single site? Is
it to be <a moz-do-not-send="true" href="https://support.mozilla.org/en-US/questions/thunderbird">SUMO</a>?
Is it to be <a moz-do-not-send="true" href="https://discourse.mozilla.org/c/thunderbird/254">Discourse</a>?
Is it to be <a moz-do-not-send="true" href="https://thunderbird.topicbox.com/groups/e2ee">topic box</a>,
or Perhaps we can return official support to the venerable <a moz-do-not-send="true" href="https://groups.google.com/g/mozilla.support.thunderbird?pli=1">Google
group</a>.<br>
<br>
Given the current situation that all user facing documentation
are, or should be, in SUMO as is our support site I think it is
time for the council to make some decisions on what is going to be
happening with support. The current multiplying proliferation of
fragmented support is not good for the user experience at all.<br>
<br>
While I personally do not like SUMO, it has been the official
location for many years now and is really about the only software
platform that can managed the Mozilla platforms way of linking to
localized support documentation. I do not at this time see a
viable alternative. But I am throwing it open because I am
certainly not across everything. What is it that should occur?
My view is we should have one and one only support location. Is
there any disagreement to having a central user support site? If
so why would we need more than one?<br>
<br>
Finally why do we have we a mailing list for e2ee. Apart from
anything else, it is quite difficult to locate unless you happen
to find the <a moz-do-not-send="true" href="https://support.mozilla.org/en-US/kb/openpgp-thunderbird-howto-and-faq">Introduction
to End-to-end encryption in Thunderbird</a> and read it all the
way to the end.<br>
<br>
Matt<br>
</font>
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