Support

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Support

Who are we

SUMO (SUpport.MOzilla.org) is a global gathering of many enthusiastic and dedicated people whose passion is to help all users of Mozilla's software and products. SUMO operates on the same principle that Mozilla does: a core of staff coordinating the operations and an army of contributors powering them.

Overview

Contribution areas

  • Write Help Articles for the Knowledge Base - The KB is the main point of contact for our users that receives 30+ million views a month. Base articles are created in English.
  • Answer Questions in the Support Forum - The forums are our User to User help channel manned by our amazing contributors. Users add 150-200 questions a day.
  • Translate Articles to your Languages - Our articles are localized into 74 different languages. Nearly 60% of our visitors don’t see the site in English.
  • Help users in Social Channels
    • Social Support through Sprinklr - Social media helps Firefox better understand its users. There are about 14,000 questions/comments on Firefox social media platforms every month. More often than not, when people experience issues with Firefox, they tend to share them on Twitter, Facebook and Reddit before submitting bugs or seeking out solutions from SUMO. We're here to help, share our knowledge and build relationships that will empower our users to get the most out of their Firefox.
    • Army of Awesome

Meeting schedule

Where you can find us

If you have a specific question about supporting users or want to learn more about how to help support Firefox users, you are strongly encouraged to reach out to SUMO volunteers and staff. We have two channels for this:

  • If you have a quick question, you can find us on IRC at irc.mozilla.org in #sumo. This is for live discussion but not for decisions since it is time zone challenged :-) and not everybody uses IRC.
  • All other discussion and questions about helping to support users, should be posted to the SUMO contributor forum. This is where the long form discussion takes place and decisions are documented.

Obsolete docs

Firefox

Want to get help with Firefox?

Check out:

Contributing to Mozilla support

Want to help with Mozilla support (AKA Support Mozilla (SuMo))?

Check out these resources and join in.

Getting started contributing to SUMO

Need help in figuring out what to do?

If you are stuck, don't know what to do, and need some friendly guidance, please click here and read this!

Development


Old stuff:

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