Support/GetSatisfaction/GettingStarted

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

Rule # 5 Use the Search Luke

Use the built-in search for 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:kb.mozillazine.org thunderbird gmail settings
• site:forums.mozillazine.org thunderbird gmail settings