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
Issue tags are tags that describe the type of issue. In Conversocial, it'll start with "Issue:".
| Bug | Users reporting an issue/bug. |
| Compliment | Compliment about the product. |
| Feedback | Users trying to give feedback instead of looking for help. |
| Get help | Users trying to get support (how-to questions). |
| Rant | Hateful comment without specific feedback. |
Component tags
Category tags are tags that describe the area of the product that become a problem. Find out the breakdown below:
| Tag name | Description | Automatic rule? |
| Accessibility | Category for any inquiries related to accessibility of the product. | yes |
| Advanced config | Category for conversation that includes advance customization feature such as about:config and userChrome.css. | yes |
| Anti-virus software | Category for issues that are caused by anti-virus software. | no |
| Bookmark | Category for any inquiries related to bookmark. | yes |
| Cache/cookie | Category for any inquiries related to cookies/cache. | yes |
| Community | Category for any conversation coming from community or contributor account. | yes |
| Compatibility | Category for any inquiries related to web compatibility. | yes |
| Controversial | Category for any sensitive/controversial matter. You may want to escalate this kind of conversations. | no |
| Crash | Category for any inquiries related to crashing. | yes |
| Customization | Category for any inquiries related to browser customization fuctionality like theme, toolbar customization, etc. | yes |
| DoH | Category for any inquiries related to DNS over HTTPS (DoH) feature. | yes |
| Download | Category for any inquiries related to the download function/behavior. | yes |
| Extensions | Category for any inquiries related to add-ons/extensions | yes |
| Hang/freeze | Category for any inquiries related to hang/freezing. | yes |
| Installation/update | Category for any inquiries related to product installation/update process. | yes |
| MDN/WebDev | Category for any inquiries related to web development/MDN-related. | yes |
| Media | Category for any inquiries related to media content including images, audios, and videos. | yes |
| Mozilla Connect | Category for feedback that are worthy for Mozilla Connect. | no |
| Other issue | Category for anything else that aren't covered by the existing tags. | no |
| Password | Category for any inquiries related to passwords and about:login. | yes |
| Performance | Category for any inquiries related to performance. Usually about RAM consumption or slowness. | yes |
| Permission | Category for any inquiries related to permission (usually for mic/webcam). | yes |
| Category for any issues related to printing. | no | |
| Profiles | Category for any inquiries related to Firefox profile. | no |
| Search | Category for any inquiries related to search. | yes |
| Security/privacy | Category for any inquiries related to privacy and security feature. | yes |
| Site breakage | Category for any issues related to website breakage. Usually caused by tracking protection feature or webcompat. | yes |
| Staff/employee | Category for any conversation coming from Mozilla staff/employee personal account. | no |
| Sync | Category for any inquiries related to Sync feature. | yes |
| Tab | Category for any inquiries related to tab including tab container. | yes |
Category tags
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.
| Tag name | Description |
| Account:2fa-locked-out | Reports of a locked Mozilla account due to 2fa |
| Account:locked-out-no-code | Locked out because the user didn't get a code on their email |
| Data:data-loss | Issue with losing bookmarks, passwords, or other data |
| Feedback:pwa-support | Request to support Progressive Web App (PWA) |
| Functionality:screenshot | Issue with screenshot functionality |
| Functionality:translation | Issue with localized version of Firefox |
| Media:PiP | Issue with Picture in Picture feature |
| Media:video-wont-play | Issue with video won't play |
| Performance:rendering-issue | Issue with site rendering |
| Request:speaker-request | Request for guest speaker from the org |
| Tab:close-other-tabs | Close other tabs functionality |
| Tab:native-tab-group | Request for a native tab grouping feature |
| Tab:restore-session | Issue with restoring previous session |
| Telemetry:data-sharing-concern | Concern about data sharing |
| UI/UX:copy-improvement | Feedback about product copy |
| Web:web-standard-implementation | 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!)
- More guidelines on Social Support contribution can be found here.
