Thunderbird/tb-support-crew: Difference between revisions

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tb-support-crew is a mailing list to share raw informal support information, hot support links (e.g. support threads, websites and knowledge bases) and "meta" issues related to helping support Thunderbird users on Get Satisfaction, MozillaZine, GeckoZone and whereever else online folks are supporting Thunderbird users. This list's language is English but we welcome and encourage "bridge" folks who support folks in other languages but can read and write English e.g. folks who support Thunderbird users in German but who also know English. tb-support-crew is a community for support contributors to help each other better support Thunderbird users in their community.  
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 http://support.mozillamessaging.com as well as  non Mozilla support sites like MozillaZine, GeckoZone, etc )
* engaging Thunderbird developers (that's Bugzilla and tb-planning)
* enterprise related discussions (that's tb-enterprise)
* "Open Source Eudora" specific issues (that's the non Mozilla Eudora specific forums)


tb-support-crew is, by default, an un-moderated private list:  
Off-topic / non-goals:  
* Anyone who can demonstrate that they have supported Thunderbird users (usually  via a public URL) can subscribe and read the messages.
* 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 any public mailing list or web site with the word "support" in its title will have users asking for support (again end user support is support.mozillamessaging.com, MozillaZine, GeckoZone etc).
* 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
** [sumomo] for material pertaining to support.mozillamessaging.com aka "SuMoMo"
** [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 (currently roland@mozillamessaging.com).


Subscribe or unsubscribe at https://mail.mozilla.org/listinfo/tb-support-crew
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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