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The Customer Experience (CX) team, along with our content community volunteers, is responsible for creating, maintaining, and publishing Knowledge Base articles in the Mozilla Support (also referred to as SUMO) platform. For millions of people around the world, our support content is their first point of contact with Mozilla when they need help or have a question about one of our products.
Learn more about how to submit a support content request below.
Table of Contents
- 1 Before you start
- 2 How do I submit a SUMO content request?
- 3 FAQ
- 3.1 What is the process once the request is submitted?
- 3.2 What are the writing guidelines for SUMO?
- 3.3 What other tips do I need to know when submitting a request?
- 3.4 How do I submit a confidential or embargoed content request?
- 3.5 Can I submit a content request for an experiment?
- 3.6 How can contributors help with content requests?
Before you start
Before submitting a content request via Bugzilla, it's important to determine the type of change you’re proposing, as we follow different workflows for minor and major updates. Please review Minor vs major changes to understand what qualifies under each category before proceeding.
Submit updates directly to KB
If your request qualifies as a minor update and you are comfortable making the change yourself, you can submit your edit directly in SUMO.
For step-by-step instructions, please check out Submit a minor update in a Knowledge Base article.
How do I submit a SUMO content request?
To request new support content or changes to existing articles, please file a bug in Bugzilla Knowledge Base Content component.
Typically, feature or product owners submit content requests. But anyone with an idea for improving support content is welcome to do so, including contributors. For all new articles or major updates, a Bugzilla request is required for the content to be processed. The only exception is minor fixes, which can be submitted directly within the Knowledge Base article (no Bugzilla request needed).
Important information to include
To help us get started quickly and efficiently, be sure to include the following information in your Bugzilla ticket:
- Is the content embargoed? - This helps us determine how access to the request should be managed.
- Non-confidential requests are visible to anyone with the link and can receive comments and suggestions. This openness allows community members to contribute and collaborate.
- Confidential requests are restricted to Mozilla staff members and handled internally. These usually involve sensitive information, such as:
- Features that haven’t been publicly announced
- Partner-related content
- Strategic business plans
- Product (for example: Firefox Desktop, Firefox for Android)
- Type of request:
- New article
- Update of an existing article
- In-product link request
- Request summary - a short description of what’s needed.
- Target release version and release date.
- Publishing requirements, such as timeline, localization needs, and point of contact for approvals.
- Relevant assets and documentation, such as links to specs, design assets, test instructions, etc. Please include public links as much as possible (for example, Bugzilla instead of Jira) since our community is heavily involved in our content process.
FAQ
Check out some frequently asked questions about our content intake and content creation processes.
What is the process once the request is submitted?
After submitting a Bugzilla ticket, the content team will:
- Claim the Bugzilla request and verify that all required information has been included. If there is additional information needed, the content team will work with the CX Product Support Manager to get the remaining details. All future updates to the Bugzilla ticket will send automated notifications to the requestor (determined by their personal settings).
- Complete all work required for the update and will follow-up with the point-of-contact via the Bugzilla ticket for final approval of content.
- Confirm completion once content is published and will close the Bugzilla ticket.
What are the writing guidelines for SUMO?
Learn more about how we write Knowledge Base articles.
What other tips do I need to know when submitting a request?
Please keep the following considerations in mind:
- The content team will not work on requests unless they are associated with a Bugzilla ticket. The information submitted on our intake form is required before we can assess proper priority and timelines for completion.
- Submitting Bugzilla tickets for on-train releases should be done 10 days prior to the release.
- Submitting localization requests must be done 10 days prior to its desired completion date. We have a great community of localization specialists that assist with all requests who work in priority order.
- We do not publish content for Nightly or Beta releases, unless required by PR or Legal.
How do I submit a confidential or embargoed content request?
All tickets in our Bugzilla queue are visible to both NDA’d and non-NDA’d contributors. If you have a request that needs to remain confidential to Mozilla staff only, please open Advanced Fields at the top left of the ticket, and check the Confidential Mozilla Employee Bug (non-security) box found near the bottom of the page.
Can I submit a content request for an experiment?
The CX content team will create and publish content if:
- A feature is rolled out to 50% or more of the user base and/or
- There is a potential PR or legal impact (CX PSM sign-off needed).
If neither of the above apply, the product team can write your own support article and we will edit/publish.
How can contributors help with content requests?
Please refer to the Contributor assignments for content requests article to learn more about how contributors can help.
