Social Support - Tagging guidelines

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
Print 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:

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