We need your help reviewing and updating our common response inventory to ensure it's accurate, up to date, and better aligned with the community’s needs.
To get started, I’ve created this spreadsheet, which y'all should be able to view. If you'd like to collaborate directly, feel free to request edit or comment access. You’re also welcome to drop any feedback in this thread, and I’ll make sure it’s incorporated.
These common responses are here to support contributors, so your feedback is highly appreciated. Thank you in advance for your time and input!
Hi folks,
We need your help reviewing and updating our common response inventory to ensure it's accurate, up to date, and better aligned with the community’s needs.
To get started, I’ve created [https://docs.google.com/spreadsheets/d/1mBksftEnvbjP204QynFR32bXAdwB71udjiIB82BjBXI/edit?gid=0#gid=0 this spreadsheet], which y'all should be able to view. If you'd like to collaborate directly, feel free to request edit or comment access. You’re also welcome to drop any feedback in this thread, and I’ll make sure it’s incorporated.
These common responses are here to support contributors, so your feedback is highly appreciated. Thank you in advance for your time and input!
Too many categories, making it harder to navigate via mobile phone
Category name is too long
Difficulty in finding the appropriate category
Let me know if you have other concerns that we shold consider in this audit.
Thanks!
Here's some feedback that we heard so far:
* Too many categories, making it harder to navigate via mobile phone
* Category name is too long
* Difficulty in finding the appropriate category
Let me know if you have other concerns that we shold consider in this audit.
Thanks!
Thank you, Kiki! I've added my position [which is archiving a half of the currently listed responses].
A also had an idea of creating per-product articles (so that you don't see common responses for Android when posting a reply for Desktop, etc.). However, if we archive enough articles, maybe we won't need this :D
So let's take decisions on archiving first, and then think about categories / per-product articles / other solutions. Regarding categories, I'm sure that after archiving we'll be able to remove at least some of them.
Thank you, Kiki! I've added my position [which is archiving a half of the currently listed responses].
A also had an idea of creating per-product articles (so that you don't see common responses for Android when posting a reply for Desktop, etc.). However, if we archive enough articles, maybe we won't need this :D
So let's take decisions on archiving first, and then think about categories / per-product articles / other solutions. Regarding categories, I'm sure that after archiving we'll be able to remove at least some of them.
In addition to the spreadsheet, here are SUMO pages listing canned responses, in case it helps:
Here is the common forum responses article. It lists the categories and sub-categories used in the forum reply common responses tool, under Table of Contents.
In addition to the spreadsheet, here are SUMO pages listing canned responses, in case it helps:
*Here is the [[common forum responses]] article. It lists the categories and sub-categories used in the forum reply common responses tool, under Table of Contents.
*Here is an overview of all SUMO forum responses, including those with pending changes and changes not marked RFL: https://support.mozilla.org/en-US/contributors/kb-overview?category=70
By the way, I agree that the canned responses that just link to or duplicate KB articles should be archived ...and then removed from the common forum responses article so that the responses don't appear in the support forum common responses tool.
By the way, I agree that the canned responses that just link to or duplicate KB articles should be archived ...and then removed from the [[common forum responses]] article so that the responses don't appear in the support forum common responses tool.
I agree with Denys' proposed approach to decide on archival first. Then we can talk about categorization and updating the content.
I'll update the spreadsheet by end of week and we can decide on the path forward.
Thanks again for everyone's input on this. (:
Thanks, Alice. I've added articles from https://support.mozilla.org/en-US/contributors/kb-overview?category=70 that are not included in the [[common forum responses]] in an additional tab so we can also review them.
I agree with Denys' proposed approach to decide on archival first. Then we can talk about categorization and updating the content.
I'll update the spreadsheet by end of week and we can decide on the path forward.
Thanks again for everyone's input on this. (:
Anyone mind if I get started on fixing the content and removing articles from the tool based on that list?
Let me have a look first at the list and I'll indicate in the G column which one we can archive.
''Paul [[#post-90198|said]]''
<blockquote>
Anyone mind if I get started on fixing the content and removing articles from the tool based on that list?
</blockquote>
Let me have a look first at the list and I'll indicate in the G column which one we can archive.
These forum responses have edits that need review (either approve or defer/archive, if not needed):
https://support.mozilla.org/en-US/kb/forum-response-compact-density-workaround/history
https://support.mozilla.org/en-US/kb/forum-response-handoff-awesomebar/history
https://support.mozilla.org/en-US/kb/forum-response-premium-product-redirect/history
https://support.mozilla.org/en-US/kb/forum-response-uninstalling-extension/history
https://support.mozilla.org/en-US/kb/forum-response-redirect-existing-trending-thread/history (New response with no approved content)
^ '''Update''': All have been approved.
P.S. These two responses with no approved content are listed in the spreadsheet, at the bottom of Sheet 2 (Only reviewers can access unpublished articles):
https://support.mozilla.org/en-US/kb/forum-response-extensions-not-working-firefox-66/history
https://support.mozilla.org/en-US/kb/forum-response-firefox-monitor-faq/history
They show up as "Live" in the [https://support.mozilla.org/en-US/contributors/kb-overview?category=70 KB overview of Canned responses] (a bug?) but were both deferred back in January 2020 and can be archived.
<sub>Update: Emil filed a bug:
https://github.com/mozilla/sumo/issues/2911 Deferred first-revision articles are listed as "Live" inside the KB dashboards </sub>
The newly-approved [[Forum response - Firefox built-in VPN]] needs to be added to [[common forum responses]] but I couldn't figure out where it belongs. Can someone more involved in this project add it to the list?
Denys added it under the "Common issues on Firefox desktop and mobile" section and I just approved it. Thanks both!
''AliceWyman [[#post-90392|said]]''
<blockquote>
The newly-approved [[Forum response - Firefox built-in VPN]] needs to be added to [[common forum responses]] but I couldn't figure out where it belongs. Can someone more involved in this project add it to the list?
</blockquote>Denys added it under the "Common issues on Firefox desktop and mobile" section and I just approved it. Thanks both!
Shouldn't the metadata be edited to remove all products except for Contributors? Also, the category needs to be changed from "Troubleshooting" to "Canned Responses".
[[Forum response - Mozilla VPN redirect]] was recently approved and a revision to add it to [[common forum responses]] is pending review.
However, this response is appearing on multiple product pages under the Undefined topic (for example, https://support.mozilla.org/en-US/products/thunderbird and https://support.mozilla.org/en-US/products/firefox as well as https://support.mozilla.org/en-US/products/mozilla-vpn) <s>because the article metadata has those products check-marked.</s> (See below)
Shouldn't the metadata be edited to remove all products except for Contributors? Also, the category needs to be changed from "Troubleshooting" to "Canned Responses".
No problem. I can fix it but I wanted others to be aware of the issue. I submitted a revision to the Article Metadata and how to edit article that's pending review.
No problem. I can fix it but I wanted others to be aware of the issue. I submitted a revision to the [[Article Metadata and how to edit]] article that's pending review.
Oops, I was not aware... Would highly appreciate it if someone could fix
I changed the Forum response - Mozilla VPN redirect category to Canned Responses, then I cleared the Products and topic and changed those entries to Contributors and Support Forum.
''Denys [[#post-90453|said]]''
<blockquote>
Oops, I was not aware... Would highly appreciate it if someone could fix
</blockquote>
I changed the [[Forum response - Mozilla VPN redirect]] category to Canned Responses, then I cleared the Products and topic and changed those entries to Contributors and Support Forum.
These responses don't appear in the various product pages, so it must be the "support" category (Troubleshooting or How to) that adds them to the product pages.
''AliceWyman [[#post-90452|said]]''
<blockquote>
However, this response is appearing on multiple product pages under the Undefined topic (for example, https://support.mozilla.org/en-US/products/thunderbird and https://support.mozilla.org/en-US/products/firefox as well as https://support.mozilla.org/en-US/products/mozilla-vpn) because the article metadata has those products check-marked.<snip> Also, the category needs to be changed from "Troubleshooting" to "Canned Responses".
</blockquote>
I found many other canned responses with multiple products selected but with the correct "Canned Responses" category ... for example:
*[[Forum Response - Off topic and unrelated question]]
*[[Forum Response - Lack of detail]]
*[[Forum Response - Unsupported language in the English AAQ]]
*[[Forum Response - Language request for Firefox translation]]
*[[Forum Response - Sharing Personally Identifiable Information in the forum]]
These responses don't appear in the various product pages, so it must be the "support" category (Troubleshooting or How to) that adds them to the product pages.
"It looks like you're experiencing an issue related, but we’re having trouble […]"
… as issue related… to what? Is that something that's expected to be added by the one responding? Or this is correct English and it's just confusing for me as non-English-speaker? This feels like it's missing something. Could it be simplified please to make it more understandable — or if there should be a very visible and loud placeholder to be filled out by the one using the reply, make it more visible and louder so it gets really added? TY
I've seen this one https://support.mozilla.org/kb/forum-response-lack-details used a lot, but I'm not sure I understand the wording:
"It looks like you're '''experiencing an issue related''', but we’re having trouble […]"
… as issue related… to what? Is that something that's expected to be added by the one responding? Or this is correct English and it's just confusing for me as non-English-speaker? This feels like it's missing something. Could it be simplified please to make it more understandable — or if there should be a very visible and loud placeholder to be filled out by the one using the reply, make it more visible and louder so it gets really added? TY
Yeah - we have two problems with the common responses that are making them harder to use:
a)We have too many
b)The ones we need (like the one you mention) need some tidying up
If we can do a) we will see immediate benefit that will help both new and existing contributors to SUMO but will also make b) much easier to do.
Yeah - we have two problems with the common responses that are making them harder to use:
a)We have too many
b)The ones we need (like the one you mention) need some tidying up
If we can do a) we will see immediate benefit that will help both new and existing contributors to SUMO but will also make b) much easier to do.
Hey Paul,
I totally agree with you, there are too many and we need some tidying up. Would you like to take a first step on proposing a new structure? Then we can work on this collaborative to ensure that it works for our core contributors.
Hey Paul,
I totally agree with you, there are too many and we need some tidying up. Would you like to take a first step on proposing a new structure? Then we can work on this collaborative to ensure that it works for our core contributors.
