Thunderbird/Support/GetSatisfaction
From MozillaWiki
< Thunderbird | Support
Contents
Before filing a Support Request
How do I help support Thunderbird users on Get Satisfaction?
First, thanks! Since there is no paid or fax or email or phone support for Thunderbird, only by users supporting TB users can the community hope to be able to support free and open source software like Thunderbird
- New to Get Satisfaction and supporting Thunderbird? Start with our Getting Started guide to supporting Thunderbird Users in Get Satisfaction
Get Satisfaction Days
- Get Satisfaction Day August 20, 2009
- Get Satisfaction Day September 3, 2009
- Get Satisfaction Day September 17, 2009
Informal Meeting Minutes
Notes from irregular, informal meetings for the initial deployment of Get Satisfaction for Thunderbird which started in July 2009
Support Processes
Initial informal support processes for Get Satisfaction.
- Roles and Champions
- Moving Bugzilla Support Requests to Get Satisfaction
- Get Satisfaction Tagging Conventions
- Get Satisfaction, Bugzilla and SuMoMo workflow
- Accelerator implemented via a Firefox Extension or other software to speed up using Get Satisfaction
- Common boilerplate replies for Get Satisfaction and email - please use as you see fit and make it your own as well as edit the page
- Tools and Tips for effective use of Getsatisfaction
Metrics
gathered on a weekly basis and based on the metrics gathered by the support.mozilla.com team for its forums using this code:
Metrics:
- average # of new support topics per day
- total # new topics
- total # replies, total # answers
- replies by MoMo Staff
- replies by established Community Support members (e.g. those with with official rep status in GS, i.e. Tom, TMZ, etc)
- replies by new folks helping out
- new users
- new users contributing answers
- happiness metric: # total number of replies flagged as happy that come from non staffers percentage that are happy i.e. #happy/#replies
