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:
Rule # 5 Use the Search Luke
Use the built-in search to find solutions in 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":
Rule # 6 - Develop your own personal support process that works for you
It doesn't hurt to be a wee bit systematic :-) Most people do the following:
- Find topics you think you can solve via the get satisfaction management console or via RSS
- search for answers
- post a reply using Thunderbird/Support/GetSatisfaction/BoilerPlate your own personal boilerplate (this causes an automatic email subscription to any subsequent replies to the topic)
- repeat
Rule # 7 - Don't be afraid to ask for help
No woman or man is an island :-) None of us know everything. If you are stuck, please don't hesitate to ask for help! Everybody who contributes to Support has been there and wants to help and is friendly!
Please join the tb-support-crew mailing list and ask for help when you get stuck or contact roland AT mozillamessaging.com or in IRC (rolandtanglao on #tb-support-crew on irc.mozilla.org)
Rule # 8 There's lots to learn; we can all get better
That's the beauty of computers and Thunderbird! Always something to learn!
- How be a better Support Contributor aka Get Satisfaction Higher "Skill Levels":