Talk:Thunderbird/Support/Workflow

company update

Ludo Wrote: Who is allowed to do it ? What kind of thing should we rule-in rule-out ? (I think I know but in case I'm mistaking it would be nice to have a thumb rule)

Roland's Response: I put in a statement saying only staff plus put in a few exmples that can serve as rules of thumb for now

New Bug Workflow

Can you define GS folks ? how are they supposed to be notified ? are we assuming that the bug reporter will do that, or do we want to automate that ? --Tsk

Marking topics as "answered"

It is unclear to me at which point a topic should be considered answered or solved. What is "80%" in this regard, by which metric? I have seen it frequently that a response is posted and then the topic marked immediately as answered without waiting for a response that the reporter considered it solved. This doesn't look good even if the guessed solution happens to be the right guess. --Rsx11m 22:27, 5 July 2010 (UTC)

Use of emoticons in responses

Users having a problem and trying to get a solution are usually frustrated, thus - as a responder - I'd only use the "happy" symbol if the reporter got a satisfactory response. Doing so without being certain that the response actually helped could be considered provocative or disregarding the user. --Rsx11m 22:27, 5 July 2010 (UTC)