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| = Support =
| | {{SUMONavbar}}<br> |
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| | '''Welcome to the SUMO (Mozilla Support) Wiki!''' |
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| [[File:Sumo logo help small.png|framed|http://mzl.la/help]]
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| == Who are we ==
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| SUMO ([https://support.mozilla.org/ SUpport.MOzilla.org]) is a global gathering of many enthusiastic and dedicated people whose passion is to help all users of Mozilla's software and products. SUMO operates on the same principle that Mozilla does: a core of staff coordinating the operations and an army of contributors powering them. | | SUMO ([https://support.mozilla.org/ SUpport.MOzilla.org]) is a global gathering of many enthusiastic and dedicated people whose passion is to help all users of Mozilla's software and products. SUMO operates on the same principle that Mozilla does: a core of staff coordinating the operations and an army of contributors powering them. |
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| You can find [https://support.mozilla.org/en-US/kb/meet-team a detailed list and contact info for our staff members and core contributors here]. Any questions, feedback or concerns - please reach out, we would love to hear from you!
| | This Wikipage is intended to give you information about how we work and how you can get involved as a contributor. |
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| [https://support.mozilla.org/en-US/groups There are dozens of different groups of people involved in making SUMO happen. Click here for a full list].
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| == Overview ==
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| With over 30 million visits a month, we help users around the world by providing tips and answering questions in the form of knowledge base articles, question and answer forums, and social media support.
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| With content in 74 languages, SUMO has global reach. Almost 60% of our visitors seek answers in languages other than English.
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| SUMO has one of the largest contributor bases at Mozilla, with over 100 core contributors, with 60-90 members joining each week.
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| For more detailed information about SUMO, see this [https://docs.google.com/presentation/d/1IIT0fD8FKVpw7zUVb7uBp2iRcs3uNJH2wJnHkzYSX4Y/edit?usp=sharing presentation].
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| ===What's New===
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| SUMO is continually exploring ways to provide impactful and innovative support to over a billion Firefox users. Our projects include:
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| *[https://docs.google.com/presentation/d/1IIT0fD8FKVpw7zUVb7uBp2iRcs3uNJH2wJnHkzYSX4Y/edit#slide=id.g11dd88cf32_4_0 Social Media Support (Q1 2016)]
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| **Social media support enables us to establish relationships with users, developers and Internet advocates, detect emerging crises and enable users take control by providing social support in a sustainable, contributor-driven way.
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| **[https://docs.google.com/document/d/1WAPf9rzqK5y8tJszbWeRTLn4c4KZjEWr39zZ2FByHLU/edit SUMO Social Day Report - Firefox 45 Launch]
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| *[https://blog.mozilla.org/sumo/ SUMO community blog]
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| **Get the latest scoop on community life. This is where community members share updates, tips and information on upcoming events.
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| == Contribution areas ==
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| * [https://support.mozilla.org/en-US/get-involved/kb Write Help Articles for the Knowledge Base] - The KB is the main point of contact for our users that receives 30+ million views a month. Base articles are created in English.
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| * [https://support.mozilla.org/en-US/get-involved/questions Answer Questions in the Support Forum] - The forums are our User to User help channel manned by our amazing contributors. Users add 150-200 questions a day.
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| * [https://support.mozilla.org/en-US/get-involved/l10n Translate Articles to your Languages] - Our articles are localized into 74 different languages. Nearly 60% of our visitors don’t see the site in English.
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| * Help users in Social Channels
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| ** [[Support/Social|Social Media Support]] - Social media helps Firefox better understand its users. There are about 14,000 questions/comments on Firefox social media platforms every month. More often than not, when people experience issues with Firefox, they tend to share them on Twitter and Facebook before submitting bugs or seeking out solutions from SUMO. We're here to help, share our knowledge and build relationships that will empower our users to get the most out of their Firefox. (We used to do this with the Army of Awesome, we now use a 3rd party social support solution).
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| == Development: Bugs and Feature Requests ==
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| * For over five years, we used our own open source platform, Kitsune for support.
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| * Beginning February 2017, we switched from Kitsune to the [https://www.lithium.com/ Lithium software as a service support platform].
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| * Lithium is not open source and there are no longer software developers employed by Mozilla to work on Lithium or any aspect of support.mozilla.org.
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| * If you have a bugs or feature requests (besides #sumo or if you are a MoCo employee feel free to ping SUMO employees in the mozilla slack) please either:
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| ** If you are comfortable with bugzilla, please file a bug or feature request (product: "support.mozilla.org - Lithium") OR
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| ** If you are NOT comfortable with bugzilla or unsure in any way, [https://support.mozilla.org/t5/forums/postpage/board-id/contributors please add a thread to the contributor support forum about your bug or feature request].
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| ** SUMO staff will work with Lithium on feature requests and bugs. If you need something urgently, please contact or needinfo [https://mozillians.org/en-US/u/Madasan/ Madalina Ana] (based in Berlin) or [https://mozillians.org/en-US/u/rolandtanglao/ Roland Tanglao] (based in Vancouver, Canada).
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| ** Please don't send us private messages or emails about bugs or feature requests.
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| == Meeting schedule ==
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| *Wednesdays 09:00 PST [[Support/Weekly_Meetings| Weekly SUMO Community Meetings]]
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| *Thursdays 09:00 PST (discontinued) [[Support:Sumodev| Weekly Platform Meetings]]
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| *Thursdays 09:00 PST (new as of 6/30/2016) [https://wiki.mozilla.org/Support/New_Platform_Meetings New Platform Meetings]
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| == Where you can find us ==
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| If you have a specific question about supporting users or want to learn more about how to help support Firefox users, you are strongly encouraged to reach out to SUMO volunteers and staff. We have two channels for this:
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| * If you have a quick question, you can find us on IRC at irc.mozilla.org in [http://www.mibbit.com/chat/?server=irc.mozilla.org&channel=%23sumo #sumo]. This is for live discussion but not for decisions since it is time zone challenged :-) and not everybody uses IRC.
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| * All other discussion and questions about helping to support users, should be posted to the [https://support.mozilla.org/forums SUMO contributor forum]. This is where longer form discussion takes place and decisions are documented.
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| == Obsolete docs ==
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| {| class="wikitable collapsible collapsed" style="width: 100%"
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| ! CLICK [show] ON THE SIDE TO VIEW ARCHIVED PAGES, LINKS, AND FILES ====>
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| === Firefox ===
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| Want to get help with Firefox?
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| Check out:
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| * Support resources: http://support.mozilla.org/
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| * Support chat:
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| ** irc://irc.mozilla.org/firefox or
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| ** [https://chat.mibbit.com/?url=irc%3A%2F%2Firc.mozilla.org%2Ffirefox web chat via Mibbit]
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| ** [https://kiwiirc.com/client/irc.mozilla.org/firefox web chat via KiwiIRC]
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| === Contributing to Mozilla support ===
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| Want to help with Mozilla support (AKA Support Mozilla (SuMo))?
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| Check out these resources and join in.
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| === [http://support.mozilla.com/contribute Getting started contributing to SUMO] ===
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| * [[Support/Weekly_Meetings|Weekly Meetings]]
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| * [http://support.mozilla.com/en-US/forums/contributors Contributors forum]
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| * IRC channel: #sumo
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| * [[Support:Press_list|Press list]]
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| * [[Support/SUMO_event_kit|SUMO Event Kit]]
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| * [[Support/SUMO_day|SUMO Day]]
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| * [[Support/Social|Social support]]
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| * [https://air.mozilla.org/channels/sumo-support/ SuMo General Channel]
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| * [https://air.mozilla.org/channels/sumo-meetings-channel/ SuMo Meeting channel on Air Mozilla] - Only Mozillians and staff can access this
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| ==== Need help in figuring out what to do? ====
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| [https://support.mozilla.org/forums/buddies/710681 If you are stuck, don't know what to do, and need some friendly guidance, '''please click here''' and read this]!
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| === Old development stuff: ===
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| * Mailing list/forum: [http://www.mozilla.org/about/forums/#dev-sumo dev-sumo@lists.mozilla.org] (moderated)
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| * IRC channel: #sumodev
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| * Ongoing [https://wiki.mozilla.org/Bugmasters/Bug_days/SUMO Bug triage]. You don't have to be a developer to help the developers with this task!
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| * [[Webdev/GetInvolved/support.mozilla.org|Get Involved]] - includes mentored bugs for new contributors
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| * [https://kitsune.readthedocs.org/ Kitsune documentation] - includes Kitsune setup guide
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| Old Stuff
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| * [[/Developer Tips|Tips and tricks for developers]] | | <div style="border-radius:50px;width:30%;float:left;display:block;margin:1.5%;border:1px solid #C4C295;text-align:center;padding:0 2.5% 2.5% 2.5%;background-color:#e6eefc;"> |
| * [[Support:Sumodev|Contributing to the Code - SUMOdev]] | | == Contributors == |
| * [[/Kitsune|Kitsune, the support webapp]] | | '''Resources SUMO contributors.''' |
| * [[Support/Notifications|Notification system, take two]]
| | <div style=text-align:justify;> |
| | * [https://mozilla.teachable.com/p/sumo-forum Support Forum] |
| | * [https://mozilla.teachable.com/p/sumo-kb-article Knowledge Base] |
| | * [https://mozilla.teachable.com/p/sumo-localization Article Localization] |
| | </div> |
| | </div> |
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| * [[Support/Buddies|Buddies]]
| | <div style="border-radius:50px;width:30%;float:left;display:block;margin:1.5%;border:1px solid #C4C295;text-align:center;padding:0 2.5% 2.5% 2.5%;background-color:#ededf0;"> |
| * [[Support:Overview|Overview]]
| | == Mozilla staff == |
| * [[Support/Mobile|Mobile Support]]
| | '''Resources for Mozilla staff.''' |
| * [[Support:Article_list|Initial list of articles for first version the Knowledge Base]]
| | <div style=text-align:justify;> |
| * [[Support:Alpha_Article_Tracking|Alpha article tracking page]](moved to support site)
| | * Please check out the [https://mana.mozilla.org/wiki/pages/viewpage.action?pageId=40049241 Customer Experience page in Mana.] |
| * [[Support:Style_Guide|Manual of Style]](moved to support site)
| | </div> |
| * [[Support:Getting_Started|Contributor Home Page]](moved to support site)
| | </div> |
| * [[Support:How_to_Create_Screenshots|How to create screenshots]]
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| * [[Support:Links_to_KB|Mozilla web site Knowledge Base that needed switching]]
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| * [[Support/mz_credits|Pages in need of MozillaZine credit]]
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| * [[Support:PRD|Product Requirements]]
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| * [[Support:Future forum ideas|Future Forum Ideas]]
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| * [[Support:IncreasingContributions|Increasing Contributions]]
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| * [[Support:CurrentProjects|Current Projects]]
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| * [[Support/In-product|In-product help tracking]]
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| * [[Support/Firefox3:Articles|Articles needing updates for Firefox 3]]
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| * [[Support/l10n]]
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| * [[Support:Search_Implementation|Search Implementation Plan]]
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| * [[Support:Search_Requirements|Search requirements]]
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| * [[Support/VideoContest|Video Contest]]
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| * [[Support/VideoContest:Guidelines|Video Contest Guidelines]]
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| * Initial kick off and brainstorming discussions - [[Support:ImprovingSupportOptions]]
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| * Google discussion group [http://groups.google.com/group/mozilla.support.planning mozilla.support.planning] | |
| * [[Support/IRC-meetings|Monthly IRC meetings]]
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| * [[Support/KB/Meetings|Weekly KB meetings]]
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| * [[Support/Mobile/Weekly Mobile Meetings|Weekly Mobile meetings]]
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| | [[Category:Support]] |
| |}
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