Support/GetSatisfaction/GettingStarted

Rule # 0 - Anybody can do support which is a good thing!

If somebody has solved your Thunderbird problem or you have ever helped anybody with a Thunderbird problem then guaranteed there are at least 10 or more other users with the same problem you can help! Give back to Thunderbird by helping other users with the same problem! You don't have to be technical as long as you can be patient and communicate clearly.

Rule # 1 Always have fun

If it's not fun, email the Technical support lead, roland AT mozillamessaging.com and we'll figure out a way to make it fun :-)

Rule # 2 Always be polite

Even if folks are impolite, be polite. It doesn't make things better to respond to impoliteness with impoliteness. If you are getting frustrated with folks rudeness or folks are abusive, see Rule #1 and immediately contact Roland (see rule #1)

Rule # 3 Use the Boilerplate

More than 50% of support requests have already been answered previously or at the support topics requires some Boilerplate response (e.g. most support topics have troubleshooting details missing)

Please use the Boilerplate responses here: https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/BoilerPlate and customize them to your style of writing and to the particular support request

Rule # 4 Don't re-invent the wheel, link to existing solutions

More than 50% of the support topics already have solutions at:

• The official knowledge base at support.mozillamessaging.com
• previous replies on Get Satisfaction
• the excellent 3rd party knowledge base at MozillaZine
• the excellent 3rd party support forums at MozillaZine
• the rest of the Internet e.g. SuperUser

So if there's an existing solution, please just copy and paste the link into a Get Satisfaction reply with a concise explanation.

Rule # 5 Use the Search Luke

Use the built-in search to find solutions in the knowledge base, Get Satisfaction and MozillaZine. Often, however, it's faster and easier to use Google to search using "site:sitename". e.g. if you are searching for information about gmail settings then the following searches would be faster "site:siteurl thunderbird gmail settings":

• site:support.mozillamessaging.com thunderbird gmail settings
• site:getsatisfaction.com/mozilla_messaging thunderbird gmail settings
• site:kb.mozillazine.org thunderbird gmail settings
• site:forums.mozillazine.org thunderbird gmail settings

Rule # 6 - Develop your own personal support process that works for you

It doesn't hurt to be a wee bit systematic :-) Most people do the following:

1. Find topics you think you can solve via the get satisfaction console or via a search for topics you know you can help with or via RSS for a particular tag (e.g. if you know that you can help folks with problems with the settings for Comcast, then search for topics with Comcast in them or subscribe to the RSS feed for Comcast)
2. search for answers to the support topics
3. post a reply using your own personal boilerplate (this causes an automatic email subscription to any subsequent replies to the topic) that answers the question or asks for followup troubleshooting details - We recommend using Get Satisfaction Replies and not comments!
4. repeat

Rule # 7 - Don't be afraid to ask for help

No woman or man is an island :-) None of us know everything. If you are stuck, please don't hesitate to ask for help! Everybody who contributes to Support has been there and wants to help and is friendly!

Please join the tb-support-crew mailing list and ask for help when you get stuck or contact roland AT mozillamessaging.com or in IRC (rolandtanglao on #tb-support-crew on irc.mozilla.org)

Rule # 8 There's lots to learn; we can all get better

That's the beauty of computers and Thunderbird! Always something to learn!

• How be a better Support Contributor aka Get Satisfaction Higher "Skill Levels":
  • How to Tag Get Satisfaction Topics
  • more advanced Get Satisfaction Support process and "workflow"
  • please add your Get Satisfaction thoughts to our Get SatisfactionTools and Tips Page
  • write and improve Thunderbird Knowledge Base articles
  • Other ways you can Contribute to Thunderbird