(February 2017) This article needs updating for the new Mozilla Support site.
It's easy to get started answering support forum questions. Don't worry, you don't have to be an expert to make a difference. Most questions are already answered by a Knowledge Base article and you can post a link. If you have questions about the support process, just ask us in the Contributors forum or in the #sumo IRC channel.
Below are some tips on becoming a question-answering pro.
Use the support forum questions list, either for all products or for a specific product forum, to find users who need help. The All Products questions list includes all Mozilla products where users can ask a support question. If you want to limit the list of questions to a specific product, you can select it from the Support Forum home page.
Pay special attention to threads that have no replies or where the last poster wasn't another regular contributor (top 10 and top 25 contributors are reported below their usernames).
If you're answering questions about Firefox or Thunderbird and you're on Mac OS or Linux, watch out for users on the same operating system; they may have questions that Windows users wouldn't be able to answer.
Rather than trying to figure out the user's problem by yourself every time, first search to see if it's come up before. Try to use the Knowledge Base articles before anything else. These articles have been quality-reviewed and have information for all supported systems. Remember, you're not only helping the person who's asking the question, you're helping people who read the thread in the future.
Tip: You can use the "Insert a link..." tool in the forum reply box to find and post links to support articles. You can also post one of the available common forum responses using the forum reply box "Common responses" tool.
If the Knowledge Base doesn't have your answers, you can use other sources. Some good ones:
If you find yourself using external resources, consider adding their information to an existing article or proposing a new article – see About the Knowledge Base. Because this site is the first line of Mozilla support and a Knowledge Base search is the first thing most users will do, having the information in a Knowledge Base article will let the user find the info more easily by themselves.
If you can't find previous cases of the issue happening, here are some tips on figuring out the problem yourself. Note: If you need more help investigating Firefox issues, see the Firefox Support troubleshooting guide.
Again, if you find out the solution, consider adding it to the Knowledge Base.
The answers you give may not be correct, or the user may have some follow up questions for you. In either case, it's useful to both you and the user that your conversation continues. You are subscribed to threads by default, meaning that you will get e-mail notifications whenever someone replies. You may also find the list of threads you posted in useful.
If you get stuck on a difficult support question, you can escalate it to the Helpdesk by adding the "escalate" tag. See the Escalation Guidelines for details. You can also use the Support Forum Contributors Advanced Troubleshooting forum to discuss difficult questions you've escalated or to see if other contributors are able to help.
If you find that the same user has asked the same question in two or more recent threads:
As a general rule, we should only offer support for the products listed on the Ask a Question page at the time the thread is opened. Everything else should be considered offtopic (please see Forum rules and guidelines).
User posts about Mozilla issues that are not in our power to solve, such as development decisions, will be treated as offtopic. For serious discussion, direct users to an appropriate forum that covers the topic, such as one of the Mozilla forums or a specific Mozilla Discourse forum. Firefox users who post opinions, complaints or rants can also be referred to the Advocacy team through the Submit Feedback process. The User Advocacy team reviews all feedback and reports on the findings to the product teams and relevant parties, which helps to influence and shape Mozilla products.