How to navigate Mozilla Support platform?

In this article, we will go over the navigation fundamentals of answering a question, filtering and being notified from the support forum. This may take around 20 mins.

Step 1: Find the Community Forums and choose a product/topic

When you hover at the Community Forums menu, you can choose to browse by product or by topic. Our recommendation is to choose View all forums that'll take you to /questions/ where you can see all the products that we support in the Community Forums. Select one to get started.

Step 2: Learn more about how questions are displayed

Above is the page that has all questions posted in the Community Forums whether it's from a particular product or all the questions if you chose all. From this page, there are multiple tabs you can choose from:

• "All": This will show you all questions that are posted or updated for the last 2 weeks
• "Attention needed": This will show you all questions whose last response is from the question owner (this is the default state)
• "Responded": This will show you all questions that have been responded
• "Done": This will show you questions that have been marked as solved

Additionally, you may see sidebar located on the right side of the page. In there, you will see multiple options to sort and filter questions based on your preference.

By default this page will display questions based on the last updated date (no matter if they've been answered or not). However, there are other sort options too, including:

• "Updated": sort by the most updated question (this is the default sort)
• "Views": sort by the number of people who have viewed the question (from the highest to lowest)
• "Votes": sort by the number of votes people have voted "me too" (from the highest to lowest)
• "Replies": sort by the number of replies are in the thread (from the highest to lowest)

Below the Sort dropdown, you can choose to filter by:

• "All": View all questions posted in the Community Forum in the past 2 weeks (To be confirmed)
• "New": View all new questions
• "Answers didn't help": View all questions with answers that have been voted unhelpful

Topic options include all topics that are available within the product.

Show Me options include:

• "Posts From Everyone": includes all of the posts from all contributors
• "My Contributions": includes only the questions that you have contributed to

Step 3: Navigating a thread

Question Tools section

Above is the screenshot of the question tools that are located on the right sidebar of every question/thread posted by a user. They include Question Tools, Tags, Question Details, and See also.

Question Tools include:

• "Get Email Updates": this will turn email updates on or off for this question.
• "Subscribe to Feed": this will subscribe or unsubscribe you from the question, even if you have not added content to the question.

Tags include: These are tags that include additional detail about the question. These are also used for tracking topic trends for questions.

Question Details include:

• "Product": lists the product the question is about
• "Topic": Lists a sub topic of the product.
• "System Details": this information is gathered at the beginning of the question and includes the version of the operating system and the product version number. Note the "More System Details" link. When clicked, a pop up with more troubleshooting information will be included.

The troubleshooting information will not always include as much detail as this if the user did not include the troubleshooting information in the original question. User can share this information by copying the information (as raw data/text) from the [about:support] page.

See also include: A list of questions that are related to the content in the question and Knowledge Base articles related to the topic. They provide additional information and discussion on the current question.

Post a Reply section

In the "Post a Reply" section, there are some icons that will help format the response to the question. From left to right: bold, italic, add a link, insert a numbered list, insert a bullet list, and common responses.

There are two important thing to note from this section: adding a link and using a common response.

In the add a link, you can highlight text and add a link to the text, or can search for an existing article to link to from the knowledge base.

If you click on the Common responses menu, you will find that there are a bunch of responses that have already been written for the most common issues that come up in the forum. We highly encourage you to use one.

The Needs more information from the user check box on the bottom is used for requesting more information from the question owner. Once flagged for more information, the user will be able to check in whether or not they are providing this information.

Step 4: Enable e-mail notification to get updates on new responses

By default, you will not get an email notification about a thread (even if you've commented on it) unless you choose the Get email updates menu from the sidebar.

However, to make things easier, you can update your notification preference from /users/settings, by putting a check list on the "Watch question threads I comment in" so you'll automatically get notified of all threads you've commented in.