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Thunderbird/Support/GetSatisfaction/README (view source)
Revision as of 22:51, 2 September 2010
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== About Get Satisfaction == | == About Get Satisfaction == | ||
Mozilla Messaging uses | Mozilla Messaging uses Get Satisfaction to provide support to users. Get Satisfaction doesn't answer questions about Thunderbird or other Mozilla Messaging products; Get Satisfaction merely runs the platform upon which Mozilla community contributors support the Thunderbird and Raindrop community. | ||
== How to make Get Satisfaction work for you == | == How to make Get Satisfaction work for you == | ||
# '''Cookies and JavaScript''' - | # '''Cookies and JavaScript''' - For proper operation you must allow Get Satisfaction access to write cookies to your system and give Get Satisfaction the right to run JavaScript on your system. Otherwise you will be unable to receive any support for Thunderbird. | ||
# '''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 If a '''similar''' question has been answered but your situation is not 100% the same, e.g. your internet provider, mail provider, Operating system, Thunderbird version or anti-virus or firewall is '''different''' then [http://getsatisfaction.com/mozilla_messaging/topics/new please start a new topic] | # '''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 If a '''similar''' question has been answered but your situation is not 100% the same, e.g. your internet provider, mail provider, Operating system, Thunderbird version or anti-virus or firewall is '''different''' then [http://getsatisfaction.com/mozilla_messaging/topics/new please start a new topic] | ||
# '''Give your topic a meaningful title''' - If you create a new topic, give it a descriptive title. Suggested format: ''"'''X''' happens when I do '''Y''' and '''Z''' with mail provider '''A''' and Thunderbird version '''AA'''"''. For example: "Can't send email on ACME Mail Provider SMTP server with Thunderbird 3.0" 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. Suggested format: ''"'''X''' happens when I do '''Y''' and '''Z''' with mail provider '''A''' and Thunderbird version '''AA'''"''. For example: "Can't send email on ACME Mail Provider SMTP server with Thunderbird 3.0" 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''' - <i>Standard Thunderbird problem description info</i>: 1. list <i>your anti-virus or firewall software and what version</i>, <i>your ISP</i> (e.g. earthlink, comcast), <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</i> ? <i>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. | #* If you get an error message, include substantial parts of the exact text of the message - this will help differentiate your issue from others. | ||
# '''Use multiple, but 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. Please use singular word forms, eg. crash instead of crashes. More info on our [https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/TaggingConventions GS Tagging page]. | # '''Provide lots of details about your problem''', but please don't write a book - <i>Standard Thunderbird problem description info</i>: 1. list <i>your anti-virus or firewall software and what version</i>, <i>your ISP</i> (e.g. earthlink, comcast), <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</i> ? <i>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 multiple, but short meaningful tags''' - The best tags are 1-3 words, '''with commas between tags'''. 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. Please use singular word forms, eg. crash instead of crashes. More info on our [https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/TaggingConventions GS Tagging page]. | |||
# If you are crashing, please post a crash report id using [https://support.mozillamessaging.com/en-US/kb/Mozilla+Crash+Reporter#Viewing_crash_reports support instructions]. | |||
== How to support others in the Thunderbird community == | == How to support others in the Thunderbird community == | ||