This article introduces the key parts of the Mozilla Support (SUMO) platform. You'll learn how to find support questions, filter them, navigate a support thread, and manage notifications.

How to navigate the list of questions page

Step 1: Find the Community Forums

Go to the List of Questions, where you'll find all the products supported in the Mozilla Support Community Forums. Select the product you'd like to help with to view its support questions.

Step 2: Understand the question list

The question list is divided into several tabs that help contributors quickly identify which questions need attention:

• All — Displays all questions that have been created or updated within the last two weeks.
• Attention Needed — Displays questions whose most recent reply is from the original poster. These questions are waiting for a contributor to respond and are the default view for contributors.
• Responded — Displays questions that have received at least one contributor reply and are waiting for a response from the original poster.
• Done — Displays questions that have been marked as solved.

If you're looking for questions to answer, the Attention Needed tab is usually the best place to start.

Step 3: Filter the question list

In addition to the tabs above, you can further narrow the question list using the available filters.

Reply status

• New — Displays only questions that have not yet received any replies.
• Answers didn't help — Displays questions where one or more replies have been marked as unhelpful.

Topic

Use the Topic filter to display questions related to a specific topic within a product.

Tags

Tags allow you to filter questions by one or more keywords. They're ordered by frequency and are especially useful when you're following a particular feature or issue.

For example, you can filter by:

• Web compatibility
• Firefox 152.0.1

To see questions about web compatibility on Firefox version 152.0.1.

Contributor-specific filters

The Show Me section lets you customize which questions are displayed:

• Posts From Everyone — Displays all questions from everyone.
• My Contributions — Displays only questions you've participated in.

Step 4: Understand the question card

Each question in the question list is displayed as a question card. The card provides a quick overview of the question before you open it.

Here's what each section represents:

1. Question title — The title of the support question.
2. Question content — A preview of the question's content. Longer questions are automatically truncated.
3. Read more — Expands the question content to show more of the question without leaving the page.
4. Thread status — Indicates the current state of the question:
   • Open — The question is still accepting replies.
   • Locked — The question has been closed and can no longer receive replies.
   • Solved — The question has been marked as resolved.
5. Product — The Mozilla product the question is about (for example, Firefox, Thunderbird, or Mozilla VPN).
6. Posted — Shows when the question was originally submitted.
7. Posted by — Displays the username of the person who asked the question.

How to navigate a question thread

Once you've opened a question, you'll find several tools that help you respond and manage the discussion.

Post a Reply

The Post a Reply editor includes formatting tools for:

• Bold and italic text
• Hyperlinks
• Numbered and bulleted lists
• Common Responses

Two features are especially useful for new contributors:

• Insert Link — You can link to an existing Knowledge Base article without leaving the page.
• Common Responses — Frequently used replies for common issues. Using these responses helps keep answers consistent and saves time.

If you need additional information before troubleshooting, select Needs more information from the user. This lets the question owner know that more details are required and makes it easier for them to respond.

Question sidebar

The sidebar contains several tools and information panels.

Question Tools

• Get Email Updates — Turn email notifications for this question on or off.
• Subscribe to Feed — Follow the discussion even if you haven't replied.

Tags

Tags provide additional context about the question and help contributors discover related issues.

Question Details

This section includes:

• Product
• Topic
• Operating system
• Firefox version

Selecting More System Details displays additional troubleshooting information submitted by the user.

Keep in mind that this information is only available if the user included it when creating the question. Users can also provide it later by copying the information from the about:support page.

See also

This section suggests related support questions and Knowledge Base articles that may help answer the user's question.

Receive notifications

By default, replying to a question does not automatically subscribe you to email updates.

You can enable notifications for an individual question by selecting Get Email Updates from the question sidebar.