Thunderbird/Support/GetSatisfaction/GS2010

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GS MUSTS

(in very rough order of priority, a significant minority of these things can be done w/ GS as is without any changes from GS)

• redirect for mozilla stuff, other than ubiquity or whatever else mozilla is really supporting on GS, in particular want to prevent them from entering a GS topic for Firefox and gently force them to support.mozilla.com
• interface confusions:
  • entire sentences as tags (ideas: limit # words, limit user's choice to predefined tags)GS ZenDesk Ticket 248
  • nothing in title or description
  • not clear to users what is a problem (it's broke) and question (I want to understand) - or perhaps, they are just picking "question" because it's higher in the UI?
• split topics
• theme GS and document it so it's much clearer that it's community based support AND not support by paid staffers
• edit to remove personal info in topic description and username display
• public way to ask folks for help or to become "contributors/employees"
• still don't like the merge copying in the original topic, ui not clear
• rss feeds don't have permalinks
• some way to distinguish paid staffers from "employees" add "staff" and rename "employees" to "awesome contributor" :-)
• management view:
  • want original poster's userid as a column
  • want ability to sort by any column in management view, drupal can do this! Me Toos and Replies is broken
  • identify that I have ever responded in a topic (cause my memory is crappy)
• stats in CSV format
  • browser stats
  • most popular searches
  • most popular topics and tags
• GS wizard, gently forcing user to enter the required information (like new Bug in Bugzilla wizard) - probably do this ourselves using the API, need GS search API perhaps (eg crashes, issues related to getting and sending mail)
• remove GS branding in footer of emails, replace with "pay it forward" links

GS WANTS

• ui to remove swear words or to flag in topic description or emotional state
• API to retrieve stats
• a way to flag a topic as needing more information
• way to close a topic
• single signon using Fastpass, e.g. make sumo, mdc userids work, sumomo userids work
• thank-you button/ui affordance so users can thank-those who support them
• staging area for customizations
• multilingual
• filter topic to "only posts by M", for example to make it easier follow and get up to speed on the original poster's problem [Roland - this idea was from Wayne! Thanks Wayne]
• management view
  • multiselect for status and type
  • ability to mark specific topics as ignore/hide/kill - so once I have decided I can't or won't do anything with that topic it won't appear in lists again
  • ability to restrict search to topic and tag - body searches return too many false hits
• comment box is too small - needs autosize or make default larger
• gsfn search style is not used/honored

GS inside MoMo Product WANTS

ideas only!

• add link or page with gs topics inside Raindrop and Thunderbird driven from RSS feed
• add generate idea from help in Raindrop and Thunderbird
• search GS from Raindrop and Thunderbird
• create topic with screen identifier and platform automatically populated in topic