Thunderbird/Support/Hover

tl;dr - This page summarizes support for creating new email accounts in Thunderbird 13 and beyond using Hover.com

	THIS PAGE IS A WORKING DRAFT
	The page may be difficult to navigate, and some information on its subject might be incomplete and/or evolving rapidly. If you have any questions or ideas, please add them as a new topic on the discussion page.

How to find Hover related topics

• use the RSS feed for the tag hover, subscribe to the rss feed for the hover tag in your favourite RSS reader, note that the RSS feed is only updated when the tag is added to a thread, it is NOT updated when replies or comments are added to a thread
• use the GS TB Management View and management view search for hover (If you are not a TB GS champion you can also search from the TB GS Home page e.g. here's a search for hover but this search isn't as flexible because you can't sort and can't filter)

Hover Support Process in Get Satisfaction

1. Tag any hover-related topics hover and <tb-release>hover e.g. for tb13, also tag it tb13hover
2. If it is a hover topic, hover staff on Get Satisfaction will determine if there is email contact information (you can see if the user has made public her email address by hovering your mouse over their avatar in the Get Satisfaction Support topic, e.g. if you hover over William Lurie's avatar in this topic you will see his email address)

A If yes:

1. Move it to the Hover ZenDesk manually
2. Remove the hover tag and tag it movedtoHover
3. Close the Get Satisfaction topic by clicking Close in the left sidebar to prevent future updates and edits
4. Archive the topic by clicking Archive in the left sidebar so people can't find this topic easily. i.e. So GS's search engine optimization makes it virtually invisible

B If no:

1. Respond to the User with an answer such as:
   

(a) Looks like you have a hover.com specific issue. Drop Hover a line via help@hover.com They're great people who will help you out! OR
(b) Wow, looks like you are a paid Hover subscriber, if they do not know your email they can't help so much. Give them a shout via help@hover.com and all will be zen.

Thunderbird topics on Hover's ZenDesk that aren't Hover-related

If a non-Hover Thunderbird user reaches zendesk or asks a non-Hover-related question that Hover staff can't answer quickly

1. Create a Get Satisfaction Thunderbird support topic tagged fromhover and the community will help.

What to do if the Hover Phone Number is Displayed in a Forum Thread?

(since phone support is only for paid Hover subscribers, we don't want the phone number visible in Get Satisfaction because most users in GS are not paid Hover subscribers)

1. Tag the topic hover
2. Close the Get Satisfaction topic by clicking Close in the left sidebar to prevent future updates and edits.
3. Archive the topic by clicking Archive in the left sidebar so people can't find this topic easily.
4. OPTIONAL: If there's no valuable content and you are 100% sure that you can contact the customer via other channels e.g. ZenDesk, then remove the topic by clicking Remove in the left sidebar