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: