Author Archives: Cheng Wang

SUMO is down

Posted on December 6, 2011 by Cheng Wang

Because of network issues, a number of Mozilla web properties are down, including support.mozilla.com. Our IT and networking teams are working around the clock to try to restore service. We’re sorry for the inconvenience. If you want to hang out … Continue reading →

Posted in Contributor News | 1 Comment

Want to help Firefox 4 users? Here’s how!

Posted on March 21, 2011 by Cheng Wang

Last week, we posted a blog post about the upcoming Support Firefox Day on Wednesday March 23rd. That day, we expect almost a million Firefox users to come to our support site with questions about Firefox 4.  We want them … Continue reading →

Posted in Announcements | 43 Comments

The new Firefox Support forum

Posted on August 25, 2010 by Cheng Wang

A couple weeks ago, we released the new Firefox Support forums. With a redesigned workflow and dozens of new features, bugfixes and tweaks it’s quite a change from the old forum . In this blog post, we’d like to share … Continue reading →

Posted in Uncategorized | Comments Off

Downtime today at 4 PM to land the new support forums

Posted on August 4, 2010 by Cheng Wang

SUMO will be down from 4 PM PDT today for about an hour while we land the much anticipated new support forums. This is the culmination of a lot of work from a lot of people so it’s super awesome … Continue reading →

Posted in Uncategorized | 4 Comments

Tracking Firefox complaints on Twitter

Posted on June 25, 2010 by Cheng Wang

How do we spot trending support issues even faster? With the rise of social networking, Twitter has become a common place for Firefox users to bring up issues with their browser. While we have ongoing projects for helping these users, … Continue reading →

Posted in Uncategorized | 2 Comments

Check out mockups for the new Support Forums

Posted on May 11, 2010 by Cheng Wang

The rewrite of the Firefox Support Forums is well underway. Chris Howse, UX designer for the Mozilla websites, has been working over the last couple weeks on making high-fidelity mockups to give us a taste of how the new forums … Continue reading →

Posted in Contributor News, Development, General | 1 Comment

Sign up for the Support Report: SUMO’s weekly report of Firefox issues and metrics

Posted on March 30, 2010 by Cheng Wang

Every week, we get thousands of users asking questions on the support site and telling us about their Firefox issues. To better leverage that information across the Mozilla universe, we’re launching the Support Report. This is a weekly digest of … Continue reading →

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Another Forum redesign mockup

Posted on March 10, 2010 by Cheng Wang

Based on some feedback to the last design, we’ve come up with an alternative concept for the forum redesign. While it has many of the same features as the last one (users will still be able to vote on individual … Continue reading →

Posted in Announcements, Development, General | 3 Comments

Redesigning the support forum

Posted on February 26, 2010 by Cheng Wang

With the rewrite of the SUMO platform underway, this is a great time to rethink how we want to handle our support forum.  While the existing forum format is good for promoting discussions and interaction, it isn’t optimized for getting … Continue reading →

Posted in Contributor News, Development | 6 Comments

Graphing the impact of Firefox releases on SUMO traffic

Posted on February 3, 2010 by Cheng Wang

For a few days now, we’ve been noting that the Firefox 3.6 release went smoother than 3.5. Now we can quantify it. By looking at the amount of traffic to SUMO, we expect a spike every time there’s a release … Continue reading →

Posted in General | 2 Comments