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Support/ForumUX/PRD: Difference between revisions
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=Goal of project= | =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. | 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. | ||
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* (p) ''p1'' Thread filters shouldn't break ordering with regards to older threads {{bug|498105}} | * (p) ''p1'' Thread filters shouldn't break ordering with regards to older threads {{bug|498105}} | ||
* ''p1'' Allow more search options for contributors (not just solved threads) {{bug|501880}} | * ''p1'' Allow more search options for contributors (not just solved threads) {{bug|501880}} (Create advanced search pages) | ||
* (p) ''p1'' Make e-mails from support more useful to users (fix links and markup): {{bug|409904}} | * (p) ''p1'' Make e-mails from support more useful to users (fix links and markup): {{bug|409904}} | ||
* (p) ''p2'' Allow different sortings for forum search results {{bug|438360}} | * (p) ''p2'' Allow different sortings for forum search results {{bug|438360}} | ||
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* ''p2'' Log in on the page when replying to threads instead of having to navigate away to a separate login page {{bug|504716}} | * ''p2'' Log in on the page when replying to threads instead of having to navigate away to a separate login page {{bug|504716}} | ||
* ''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}} | * ''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}} | ||
* ''p2'' {{bug| | * ''p2'' Add ability for moderators to remove solved status from threads (and posts) {{bug|506168}} | ||
* ''p2'' {{bug|444331}} 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 | ||
* ''p3'' Make the screenshot uploader for forum posts not suck | * ''p3'' Make the screenshot uploader for forum posts not suck {{bug|506164}} | ||
** Tell which attachments are accepted | ** Tell which attachments are accepted | ||
** Show an error if the attachment isn't accepted | ** Show an error if the attachment isn't accepted | ||
** Allow preview of post without just wiping the attachment form | ** Allow preview of post without just wiping the attachment form | ||
* (p) ''p3'' Make "send an email when someone replies" the default and/or personally set-able via user preferences and/or remember last state. {{bug|504753}} | * (p) ''p3'' Make "send an email when someone replies" the default and/or personally set-able via user preferences and/or remember last state. {{bug|504753}} | ||
* ''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) {{bug|506167}} | |||
* ''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. {{bug|506166}} | ||
* ''p3'' Add status and icon for when the original commenter replies. | * ''p4'' Make it easier for users to find their way back to their posted question by showing a post-submission page {{bug|505432}} | ||
* ''p4'' Improve quality of asked questions by providing better guidelines in the submission form {{bug|505425}} | |||
* ''p4'' Canned responses/content blocks for faster forum responses {{bug|416591}} | * ''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|416479}} | * ''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|416479}} | ||
* ''p4'' Allow spaces in linked URLs: {{bug|436106}} | * ''p4'' Allow spaces in linked URLs: {{bug|436106}} | ||
* ''p4'' Tagging for forum threads {{bug|505527}} | |||
=UI= | |||
We need some UI help for the following: | |||
* Advanced search page(s) - UI that does not confuse user {{bug|501880}} | |||
** Forum search | |||
*** Fields needed: | |||
****Search terms | |||
****thread status (pick one or many) | |||
****post author | |||
****tags | |||
****created/last posted after date (or in the last XXX) | |||
****sort by (relevance, date of last post, date of original post) | |||
** Advanced KB search | |||
*** Fields needed: | |||
****Search terms | |||
****language (dropdown) | |||
****category (Firefox 3, 3.5, Help, troubleshooting) should be able to select multiple | |||
****tags | |||
** We can merge forum and kb search on one page but they have different options so we need to be very clear on what they're searching for. | |||
* Need help figuring out better UI for filtering forum threads. How to make it more visible but not clutter the interface. {{bug|444331}} | |||
* Forum thread list should show more statuses. eg: [http://support.mozilla.com/tiki-view_forum.php?forumId=3]. {{bug|506167}} {{bug|506166}} {{bug|501883}} | |||
** Icons for "solution proposed" and "request for more info" and "doesn't apply to Firefox" and "original commenter has replied" or alternate way of showing statuses | |||
*** Icon is 16x16, shown on thread list: Existing icons are: [https://support.mozilla.com/img/silk/announce.png][https://support.mozilla.com/img/silk/sticky.png][https://support.mozilla.com/img/silk/page.png][https://support.mozilla.com/img/silk/solved.png][https://support.mozilla.com/img/silk/locked.png] all icons also have a _new version with a little marker indicating that it's new: eg [https://support.mozilla.com/img/silk/locked_new.png]. | |||
* Make it easier for users to find their way back to their posted question by showing a post-submission page {{bug|505432}} | |||
** Should we do it as an independent page or put this info above the existing page? Potential information in mockup in bug, but could use help redesigning. | |||
* Improve quality of asked questions by providing better guidelines in the submission form {{bug|505425}} | |||
** Information we need/like to have: | |||
***Detailed and specific summary (for thread topic) | |||
***What version of Firefox (we detect this automatically but we need to give the option to type in case they're using a different browser) | |||
***Operating system (ditto) | |||
***And then lots of details including: | |||
****Steps they are taking to see this issue | |||
****What have they tried as far as fixing | |||
****URLs of problematic websites | |||
****Full text (not just a summary) of any error messages or warning messages. | |||
****If Firefox is crashing, the most recent 3-5 crashIds (we need to tell them how to get this) | |||
****What extensions are they using (we also need to tell them how to get this) | |||
****Security software they're using (Norton, McAfee) -- not necessary for most issues but if we can find a way to gently suggest that they include it, it'd be good. | |||
* Need icons for the following actions: detach this post (to a new thread), move this thread (to a new forum) and lock this thread. {{bug|413666}} | |||
** 16x16. Existing icons are shown to moderators in posts where they can make changes. | |||
[[File:SupportForumUXthreadicons.png]] | |||