Destek forumu sorularını yanıtlamaya başlamak kolaydır. Endişelenmeyin, fark yaratmak için uzman olmak zorunda değilsiniz. Çoğu soru zaten bir Bilgi Bankası makalesinde yanıtlanmış ve sizin oraya bağlantı vermeniz yeterli olur. Destek süreci hakkında sorularınız varsa onları bize Contributors forumunda veya #sumo IRC kanalında sorabilirsiniz.
Aşağıda sorun çözme uzmanı olmanızı sağlayacak bazı ipuçlarını sıraladık.
Use the support forum questions list, either for all products or for a specific product forum, to find users who need help. The target=_blank target=_blankAll 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 from the target=_blank target=_blankSupport Forum home page.
Pay special attention to target=_blank target=_blankthreads 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 target=_blank target=_blankKnowledge 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 target=_blank target=_blankcommon 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 target=_blank target=_blankAbout the Knowledge Base. Because this site is the first line of Firefox support and a Knowledge Base search is the first thing most users will do, having the info 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.
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 target=_blank target=_blankthe 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 target=_blank target=_blankEscalation Guidelines for details. You can also use the target=_blank target=_blankSupport 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: