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Thunderbird/Support/GetSatisfaction/README (view source)
Revision as of 21:36, 30 October 2009
, 30 October 2009→How to make Get Satisfaction work for you
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# '''Search first''' - Before creating a new support topic, search first to see if your question has already been asked and/or answered. You can do this at http://getsatisfaction.com/mozilla_messaging/searches | # '''Search first''' - Before creating a new support topic, search first to see if your question has already been asked and/or answered. You can do this at http://getsatisfaction.com/mozilla_messaging/searches | ||
# '''Give your topic a meaningful title''' - If you create a new topic, give it a descriptive title. For example, use "Can't send email on ACME Mail Provider SMTP server" instead of "help!! can't send emails!" When community members scan hundreds of support topics or when a search engine indexes topics, which title do you think is more helpful? | # '''Give your topic a meaningful title''' - If you create a new topic, give it a descriptive title. For example, use "Can't send email on ACME Mail Provider SMTP server" instead of "help!! can't send emails!" When community members scan hundreds of support topics or when a search engine indexes topics, which title do you think is more helpful? | ||
# '''Provide lots of details about your problem''' - In the description of your problem | # '''Provide lots of details about your problem''' - In the description of your problem: 1. list your <i>mail service provider</i> (e.g. gmail, hotmail, comcast, etc) 2. <i>email protocol ([http://en.wikipedia.org/wiki/Post_Office_Protocol POP] or [http://en.wikipedia.org/wiki/Post_Office_Protocol IMAP])</i> 3. Without telling us your e-mail address or account name, what are your server settings, including server name, port number, and choice for "Secure Connection" for: <i>Tools->Account Settings->*account name*>Server Settings? Tools->Account Settings->Outgoing Server ([http://en.wikipedia.org/wiki/Simple_Mail_Transfer_Protocol SMTP]) (at the bottom of the list of accounts on the left)>*server*>Edit</i> ? 4. <i>operating system</i> (Windows XP/Vista, Mac OS X, Linux, etc), <i>Thunderbird version</i> (e.g. 2.0.0.23) 5. <i>add-ons/extensions you have installed</i> 6. <b>what you did (a detailed, succinct numbered list NOT long descriptive paragraphs [https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/ExampleSupportTopic COPY this example and modify as needed]), what happened (<i>including exact error messages</i>) and what you expected</b>. The more information you can provide, the better the community can help you. | ||
# '''Use short meaningful tags''' - The best tags are 1-3 words. These are most useful for indexing and grouping similar topics (such as "cannot send email", "cannot receive email"). Tags like '''"help", "email", "Thunderbird", "My Thunderbird has fallen and I can't get up"''', etc. are ''not'' useful. More info on our [https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/TaggingConventions GS Tagging page] | # '''Use short meaningful tags''' - The best tags are 1-3 words. These are most useful for indexing and grouping similar topics (such as "cannot send email", "cannot receive email"). Tags like '''"help", "email", "Thunderbird", "My Thunderbird has fallen and I can't get up"''', etc. are ''not'' useful. More info on our [https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/TaggingConventions GS Tagging page] | ||