Support/ForumUX/PRD

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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.

• Make thread filters work as they should and make them more apparent, adding filter options for:
  • Threads with no replies
  • Threads with last post not by a contributor/threads with a reply from original poster
  • Threads by the logged in contributor
• Thread filters shouldn't break ordering with regards to older threads bug 498105
• Make e-mails from support more useful to users (fix links and markup): bug 409904
• Add ability to change thread statuses (for moderators) from a thread itself rather than from editing the firstpost or going to threadlist bug 413666
• 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)
• Add status and icon for when the original commenter replies.
• Add status and icon for "invalid" = This question doesn't apply to Firefox.
• Canned responses/content blocks for faster forum responses bug 416591
• 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 16479
• Log in on the page when replying to threads instead of having to navigate away to a separate login page bug 419387
• Allow spaces in linked URLs: bug 436106
• Allow different sortings for forum search results bug 438360
• Generally make getting back to your own posts easier
• Allow more search options for contributors (not just solved threads)
• Make "send an email when someone replies" the default and/or personally set-able via user preferences.
• Allow users to set their support questions as resolved once they receive help (like on the Wordpress Support Forums)