Support/ForumUX/PRD: Difference between revisions

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To improve the experience of contributors and users on the support forums to make finding what they're looking for easier.  This is a collection of changes (hopefully most small and simple) that will streamline giving support and make the workings of the forums more transparent for users.
To improve the experience of contributors and users on the support forums to make finding what they're looking for easier.  This is a collection of changes (hopefully most small and simple) that will streamline giving support and make the workings of the forums more transparent for users.


* Make thread filters work as they should and make them more apparent, adding filter options for:
Priorities:
** p1: Bugfixes/missing features that can't be worked around easily
** p2: Features that severely hamper posting/moderating/use with tedious workarounds
** p3: Features that hamper posting/moderating that have workarounds
** p4: Good to have
 
* ''p2'' Make thread filters work as they should and make them more apparent, adding filter options for:
** Threads with no replies
** Threads with no replies
** Threads with last post not by a contributor/threads with a reply from original poster
** Threads with last post not by a contributor/threads with a reply from original poster
** Threads by the logged in contributor
** Threads by the logged in contributor
* Thread filters shouldn't break ordering with regards to older threads {{bug|498105}}
* ''p1'' Thread filters shouldn't break ordering with regards to older threads {{bug|498105}}
* Make e-mails from support more useful to users (fix links and markup): {{bug|409904}}
* ''p1'' Make e-mails from support more useful to users (fix links and markup): {{bug|409904}}
* Add ability to change thread statuses (for moderators) from a thread itself rather than from editing the firstpost or going to threadlist {{bug|413666}}
* ''p2'' Add ability to change thread statuses (for moderators) from a thread itself rather than from editing the firstpost or going to threadlist {{bug|413666}}
* Add icons for "solution proposed" and "request for more info" (icons are used in the thread listing -- currently we have a lock, a check and a page)
* ''p3'' Add icons for "solution proposed" and "request for more info" (icons are used in the thread listing -- currently we have a lock, a check and a page)
* Add status and icon for when the original commenter replies.
* ''p3'' Add status and icon for when the original commenter replies.
* Add status and icon for "invalid" = This question doesn't apply to Firefox.
* ''p2'' Add status and icon for "invalid" = This question doesn't apply to Firefox.
* Canned responses/content blocks for faster forum responses {{bug|416591}}
* ''p4'' Canned responses/content blocks for faster forum responses {{bug|416591}}
* Pretty URLs on forums so it looks like: support.mozilla.com/en-US/forums/1/123456 rather than support.mozilla.com/tiki-view_forum.php?forumId=3&comments_parentId=123456&locale=en-US {{bug|16479}}
* ''p4'' Pretty URLs on forums so it looks like: support.mozilla.com/en-US/forums/1/123456 rather than support.mozilla.com/tiki-view_forum.php?forumId=3&comments_parentId=123456&locale=en-US {{bug|16479}}
* Log in on the page when replying to threads instead of having to navigate away to a separate login page {{bug|419387}}
* ''p2'' Log in on the page when replying to threads instead of having to navigate away to a separate login page {{bug|419387}}
* Allow spaces in linked URLs: {{bug|436106}}
* ''p4'' Allow spaces in linked URLs: {{bug|436106}}
* Allow different sortings for forum search results {{bug|438360}}
* ''p2'' Allow different sortings for forum search results {{bug|438360}}
* Generally make getting back to your own posts easier
* ''p2'' Generally make getting back to your own posts easier
* Allow more search options for contributors (not just solved threads)
* ''p2'' Allow more search options for contributors (not just solved threads)
* Make "send an email when someone replies" the default and/or personally set-able via user preferences.
* ''p3'' Make "send an email when someone replies" the default and/or personally set-able via user preferences.
* Allow users to set their support questions as resolved once they receive help (like on the [http://www.wordpress.org/support/ Wordpress Support Forums])
* ''p3'' Allow moderators to set threads as solved and highlight solutions
 
== Headline text ==

Revision as of 18:24, 22 June 2009

Draft-template-image.png THIS PAGE IS A WORKING DRAFT Pencil-emoji U270F-gray.png
The page may be difficult to navigate, and some information on its subject might be incomplete and/or evolving rapidly.
If you have any questions or ideas, please add them as a new topic on the discussion page.

Goal of project:

To improve the experience of contributors and users on the support forums to make finding what they're looking for easier. This is a collection of changes (hopefully most small and simple) that will streamline giving support and make the workings of the forums more transparent for users.

Priorities:

    • p1: Bugfixes/missing features that can't be worked around easily
    • p2: Features that severely hamper posting/moderating/use with tedious workarounds
    • p3: Features that hamper posting/moderating that have workarounds
    • p4: Good to have
  • p2 Make thread filters work as they should and make them more apparent, adding filter options for:
    • Threads with no replies
    • Threads with last post not by a contributor/threads with a reply from original poster
    • Threads by the logged in contributor
  • p1 Thread filters shouldn't break ordering with regards to older threads bug 498105
  • p1 Make e-mails from support more useful to users (fix links and markup): bug 409904
  • p2 Add ability to change thread statuses (for moderators) from a thread itself rather than from editing the firstpost or going to threadlist bug 413666
  • p3 Add icons for "solution proposed" and "request for more info" (icons are used in the thread listing -- currently we have a lock, a check and a page)
  • p3 Add status and icon for when the original commenter replies.
  • p2 Add status and icon for "invalid" = This question doesn't apply to Firefox.
  • p4 Canned responses/content blocks for faster forum responses bug 416591
  • p4 Pretty URLs on forums so it looks like: support.mozilla.com/en-US/forums/1/123456 rather than support.mozilla.com/tiki-view_forum.php?forumId=3&comments_parentId=123456&locale=en-US bug 16479
  • p2 Log in on the page when replying to threads instead of having to navigate away to a separate login page bug 419387
  • p4 Allow spaces in linked URLs: bug 436106
  • p2 Allow different sortings for forum search results bug 438360
  • p2 Generally make getting back to your own posts easier
  • p2 Allow more search options for contributors (not just solved threads)
  • p3 Make "send an email when someone replies" the default and/or personally set-able via user preferences.
  • p3 Allow moderators to set threads as solved and highlight solutions