Thunderbird/tb-support-crew: Difference between revisions

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tb-support-crew is a mailing list for volunteers who provide public support to Thunderbird users. tb-support-crew is a community to help contributors better support Thunderbird users.  
If you <u>currently provide '''significant''' support to users, or want to start providing support to users</u>, then [mailto:wayne@thunderbird.net?subject=IwantTOhelpUSERS-Support-Crew&body=Please%20provide%20detailed%20information%20about%20how%20long%20and%20where%20you%20provide%20support,%20whether%20it%20is%20a%20public%20or%20private%20space,%20what%20types%20of%20advice%20and%20information%20you%20would%20like%20to%20receive%20from%20Thunderbird%20staff%20and%20community%20members. send an email describing your interest and experience in helping other users].


Explicit non-goals:
tb-support-crew is not the place for users [https://connect.mozilla.org/t5/ideas/idb-p/ideas/label-name/thunderbird to make suggestions] or [https://support.mozilla.org/en-US/questions/thunderbird to ask for support], therefore it is closed and private. "Crew" is where contributors communicate with and assist each other, so they can better support users. 
* support of Thunderbird end users (that's https://support.mozilla.org/products/thunderbird)
* engaging Thunderbird developers (that's Bugzilla and [[Thunderbird/tb-planning]])
* enterprise related discussions (that's [[Thunderbird/tb-enterprise]])


tb-support-crew is an un-moderated private list:  
Off-topic / non-goals:  
* Anyone who demonstrates that they publicly support Thunderbird users.
* Product suggestions should please be posted at [https://connect.mozilla.org/t5/ideas/idb-p/ideas/label-name/thunderbird Thunderbird Connect] or [https://connect.mozilla.org/t5/ideas/idb-p/ideas/label-name/thunderbird%20android Thunderbird for Android Connect]
* Only members can post. Posts from subscribers are not moderated.
* Help requests or questions should be posted at [https://support.mozilla.org/products/thunderbird https://support.mozilla.org/products/thunderbird] or [https://support.mozilla.org/products/thunderbird-android https://support.mozilla.org/products/thunderbird-android]
* Why private? Because the word "support" in our title attracts users asking for support. Again end user support is https://support.mozilla.org/products/thunderbird.
* Coding and product planning are in Bugzilla and [[Thunderbird/tb-planning]]
* Enterprise support happens at [[Thunderbird/tb-enterprise]]
* Other [https://www.thunderbird.net/get-involved/ ways to be involved or meet Thunderbird community].


Messages should be on topic and:  
Support crew topic ideas:
* Current hot topics for users and concerns related new versions.
* Has anybody else seen topic X in their community?
* How do we fix problem Y for a user?
* What is the help article for topic Z?  If it doesn't exist, let's build one.
* Onboarding new support contributors.
* Effective use of, and best practices of, bugzilla &lt;--&gt; support venues &lt;--&gt; users.
 
Ideas should be on topic and:  
* Be nice (in other words, no personal attacks, ranting, etc.)  
* Be nice (in other words, no personal attacks, ranting, etc.)  
* Be constructive (in other words, no repetition, venting, etc.)  
* Be constructive (in other words, no repetition, venting, etc.)  
* Use the following topic keywords enclosed in square brackets anywhere in the subject line:
** [hot] for informal,timely, raw support links and discussion
** [sumo] for material pertaining to support.mozilla.org
** [general] for anything that's not hot or SuMoMo
Examples of discussion we are looking for:
* Timely links to raw informal support information (e.g. public forums, blogs, knowledge bases, etc)
* We have this support issue in our community, anybody else seen this in their community? Any ideas on how to fix this for users?
* Top support issues in a particular support community.
* We need a knowledge base article for this topic, does anybody know of one?
* Encouraging &amp; increasing community involvement in support &amp; other Mozilla communities.
* Effective management of the relationship between bugzilla &lt;--&gt; support venue &lt;--&gt; users.
* Best Practices: How Can Community Support Contributors support Thunderbird users better?
Messages that do not meet these rules may result in moderation of the subscriber. Whitelisting membership may be used at the discretion of the list-owner.
Subscribe or unsubscribe at https://mail.mozilla.org/listinfo/tb-support-crew


Chat Channel: on Matrix #tb-support-crew:mozilla.org
Messages that do not meet these rules may result in moderation of the subscriber.

Latest revision as of 03:39, 10 December 2025

If you currently provide significant support to users, or want to start providing support to users, then send an email describing your interest and experience in helping other users.

tb-support-crew is not the place for users to make suggestions or to ask for support, therefore it is closed and private. "Crew" is where contributors communicate with and assist each other, so they can better support users.

Off-topic / non-goals:

Support crew topic ideas:

  • Current hot topics for users and concerns related new versions.
  • Has anybody else seen topic X in their community?
  • How do we fix problem Y for a user?
  • What is the help article for topic Z? If it doesn't exist, let's build one.
  • Onboarding new support contributors.
  • Effective use of, and best practices of, bugzilla <--> support venues <--> users.

Ideas should be on topic and:

  • Be nice (in other words, no personal attacks, ranting, etc.)
  • Be constructive (in other words, no repetition, venting, etc.)

Messages that do not meet these rules may result in moderation of the subscriber.

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