In Conversocial, you'll see all kind of tags from product, platform, locale, and others. But specifically, there are only 2 type of tags that we have to pay attention to in Conversocial. It's a good hygine to make sure that we have at least apply these 2 kind of tags.
Issue tags are tags that describe the type of issue. In Conversocial, it'll start with "Issue:".
|Users reporting an issue/bug.
|Compliment about the product.
|Users trying to give feedback instead of looking for help.
|Users trying to get support (how-to questions).
|Hateful comment without specific feedback.
Category tags are tags that describe the area of the product that become a problem. Find out the breakdown below:
|Category for any inquiries related to accessibility of the product.
|Category for conversation that includes advance customization feature such as about:config and userChrome.css.
|Category for issues that are caused by anti-virus software.
|Category for any inquiries related to bookmark.
|Category for any inquiries related to cookies/cache.
|Category for any conversation coming from community or contributor account.
|Category for any inquiries related to web compatibility.
|Category for any sensitive/controversial matter. You may want to escalate this kind of conversations.
|Category for any inquiries related to crashing.
|Category for any inquiries related to browser customization fuctionality like theme, toolbar customization, etc.
|Category for any inquiries related to DNS over HTTPS (DoH) feature.
|Category for any inquiries related to the download function/behavior.
|Category for any inquiries related to add-ons/extensions
|Category for any inquiries related to hang/freezing.
|Category for any inquiries related to product installation/update process.
|Category for any inquiries related to web development/MDN-related.
|Category for any inquiries related to media content including images, audios, and videos.
|Category for feedback that are worthy for Mozilla Connect.
|Category for anything else that aren't covered by the existing tags.
|Category for any inquiries related to passwords and about:login.
|Category for any inquiries related to performance. Usually about RAM consumption or slowness.
|Category for any inquiries related to permission (usually for mic/webcam).
|Category for any issues related to printing.
|Category for any inquiries related to Firefox profile.
|Category for any inquiries related to search.
|Category for any inquiries related to privacy and security feature.
|Category for any issues related to website breakage. Usually caused by tracking protection feature or webcompat.
|Category for any conversation coming from Mozilla staff/employee personal account.
|Category for any inquiries related to Sync feature.
|Category for any inquiries related to tab including tab container.
Category tags are tags that describe the specific issue of a conversation. It may have association with a product tag, issue tag, or a component tag. We don't automate category tag, so the moderator or contributor should manually add it.
|Reports of a locked Mozilla account due to 2fa
|Locked out because the user didn't get a code on their email
|Issue with losing bookmarks, passwords, or other data
|Request to support Progressive Web App (PWA)
|Issue with screenshot functionality
|Issue with localized version of Firefox
|Issue with Picture in Picture feature
|Issue with video won't play
|Issue with site rendering
|Request for guest speaker from the org
|Close other tabs functionality
|Request for a native tab grouping feature
|Issue with restoring previous session
|Concern about data sharing
|Feedback about product copy
|Inquiries about web standard implementation on Firefox
Complete Social Support guidelines
If you're interested in supporting Firefox users on social media (mainly, Twitter), please follow along these guidelines that will help explain how we do things:
- Social Support - Guidelines — An overview of how to get started on Social Support
- Social Support - Responding from personal account - Learn how you can contribute using personal Twitter account
- Social Support - Configure tools and workspace - Learn how to configure your tools and workspace
- Social Support - Responding from @FirefoxSupport - Learn how you can reply to tweets from @FirefoxSupport
- Social Support - How to use the tool — How to use features in Conversocial to reply to tweets
- Social Support - Contributor roles — Learn more about various roles in Social Support
- Mobile and Social Support escalation process — How to escalate a tweet in Conversocial
- Social Support - Tagging guidelines — How to use tag in Conversocial (You're here!)
- To see more guidelines on Social Support contribution, click here