A guide to linking to support articles

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  • Revision id: 255774
  • Created:
  • Creator: Fabi
  • Comment: Edits to in-product section and contact for questions
  • Reviewed: Yes
  • Reviewed:
  • Reviewed by: Fabi.L
  • Is approved? Yes
  • Is current revision? No
  • Ready for localization: No
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There are two ways to link to Mozilla Support articles. Which method you use depends on where you are linking from. If it's from the chrome of Firefox or Firefox for Android, you'll want to use the "in-product" method. If you are linking from a web property, then the URL minus the locale string is the way to go. Here's how they work.

Create in-product links to SUMO

Targets for buttons or links within the browser chrome should follow this pattern:

https://support.mozilla.org/1/firefox/%VERSION%/%OS%/%LOCALE%/TOPIC

Examples:

  • https://support.mozilla.org/1/firefox/13.0a2/Darwin/en-US/prefs-privacy
  • https://support.mozilla.org/1/firefox/13.0a2/Darwin/en-US/36eol

The last part of the URL, the topic, can be any string.

Firefox for Android links should use /1/mobile to distinguish the product.

The tuple (product, version, os, locale, topic) determines where the user actually goes. This allows the SUMO team to change the target of the Help button without breaking links/buttons in Firefox. We have specific targets for all the topic values, and sometimes we can split apart users from OS X or Windows to the most relevant articles, or those with old/specific versions of Firefox, etc.

Note: When creating a SUMO placeholder to test an in-product link, the placeholder needs to be published and kept under administration in order for it to function properly. Once the content is finalized and ready to be published, the article should be moved out of administration to make it visible to end users

Link to SUMO from a web property

If this content is being served via the web and is not shipped with the browser, you don't need to (and shouldn't) use the in-product links.

All you have to do is use the URL without the locale string. SUMO will automatically send the user to the version of the article in their language.

So, for example, in order to link to the Update Firefox to the latest release article:
Use

  • https://support.mozilla.org/kb/update-firefox-latest-release

Don't use

  • https://support.mozilla.org/en-US/kb/update-firefox-latest-release

Linking from somewhere else

If you're not linking from Firefox or a website (maybe an app, product, email, etc.), you probably want to use the URL (without the locale string) and identify the source.

Example:

  • https://support.mozilla.org/kb/update-firefox-latest-release?utm_source=nameofsource

Please, refer to How to obtain a shortened mzl.la link to see how you can create an mzl.la shortened link.

Questions?

If you have questions or need to set up the final target of the in-product link, contact Abby Parise at aparise@mozilla.com.