Thunderbird/Support/Workflow: Difference between revisions

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Revision as of 21:26, 8 February 2011

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 If you feel your reply answers the question 80% and you have moderation abilities, i.e. you are a Mozilla Messaging Employee or champion, then:
-# use "Moderator Updates" on the right Sidebar and set the status to "Answered" for Questions and "Solved" for Problems '''after''' you have submitted your reply.
+==== Change the Status ====
-# Folks get upset if you do this and the GS web page is not clear and folks get upset when a status change is not explained so of whenever you change the status of a reply (e.g. to "not a problem" or to "Solved" or "Answered") '''always add an explanation''' e.g. "Setting this to Solved (or Answered) because I am pretty sure this [[[fill in the blanks]]] solves your problem." If it turns out that's it not Solved or Answered then set the topic to Problem, In progress.
+* use "Moderator Updates" on the right Sidebar and set the status to "Answered" for Questions and "Solved" for Problems '''after''' you have submitted your reply.
-# If you look at a topic and leave a reply but it's not Answered or Solved then change it to a Problem and set status to "Acknowledged" or "In Progress" if that make sense.Try not to leave topics that you reply to without updating the status.
+==== Always explain status changes ====
-# '''Duplicate Threads''': Lots of times, users post multiple duplicate threads. This of course makes support harder than it should. Best thing is to catch it early and merge them using GS's merge facility. However 90% of the time, you won't catch it early. In this case it's best to anoint a "canonical thread" (or start a new one) and leave it at "Problem, In progress" and close (i.e. set to Question, Answered or Problem, Solved) the other duplicate threads (but of course link to the canonical thread and state clearly that you are leaving the canonical thread open so people won't be offended you are closing the duplicate threads). Tag the canonical thread "canonical" plus "canonical [1-3 word topic summary]" e.g. "canonical message preview". for an example see: http://gsfn.us/t/ooa7.
+* Folks get upset if you do this and the GS web page is not clear and folks get upset when a status change is not explained so of whenever you change the status of a reply (e.g. to "not a problem" or to "Solved" or "Answered") '''always add an explanation''' e.g. "Setting this to Solved (or Answered) because I am pretty sure this [[[fill in the blanks]]] solves your problem." If it turns out that's it not Solved or Answered then set the topic to Problem, In progress.
-# '''Problem posted on multiple different threads''' Lots of times, desperate users post fragments or all of their problems on multiple (let's call it 'n') threads. In their desperation, they don't realize that this makes it more difficult to help them. They figure that this will maximize the exposure and likelihood of getting a response.  Recommendation: Create a new "summary" support topic for them with a relevant title and with content paraphrasing all of their problem across all the threads. And then post a reply (using the "use one topic, not multiple topics boilerplate") on all 'n' (or at least 2 of n) of their threads linking to the summary support topic and unsubscribe from the other threads in Get Satisfaction.
+==== Change to a Problem if appropriate ====
+* If you look at a topic and leave a reply but it's not Answered or Solved then change it to a Problem and set status to "Acknowledged" or "In Progress" if that make sense.Try not to leave topics that you reply to without updating the status.
+===== Merge Duplicate Threads ====
+* Lots of times, users post multiple duplicate threads. This of course makes support harder than it should. Best thing is to catch it early and merge them using GS's merge facility. However 90% of the time, you won't catch it early. In this case it's best to anoint a "canonical thread" (or start a new one) and leave it at "Problem, In progress" and close (i.e. set to Question, Answered or Problem, Solved) the other duplicate threads (but of course link to the canonical thread and state clearly that you are leaving the canonical thread open so people won't be offended you are closing the duplicate threads). Tag the canonical thread "canonical" plus "canonical [1-3 word topic summary]" e.g. "canonical message preview". for an example see: http://gsfn.us/t/ooa7.
+==== Create a summary thread if users post their problem across multiple threads ====
+* Lots of times, desperate users post fragments or all of their problems on multiple (let's call it 'n') threads. In their desperation, they don't realize that this makes it more difficult to help them. They figure that this will maximize the exposure and likelihood of getting a response.  Recommendation: Create a new "summary" support topic for them with a relevant title and with content paraphrasing all of their problem across all the threads. And then post a reply (using the "use one topic, not multiple topics boilerplate") on all 'n' (or at least 2 of n) of their threads linking to the summary support topic and unsubscribe from the other threads in Get Satisfaction.
 === Give Thanks ===