Introducing the Customer Experience Team

A few weeks ago, Rina discussed the impact of the recent changes in Mozilla on the SUMO team. This change has resulted in a more focused team that combines Pocket Support and Mozilla Support into a single team that we’re calling Customer Experience, led by Justin Rochell. Justin has been leading the support team in Pocket and will now broaden his responsibilities to oversee Mozilla’s products as well as SUMO community.

Here’s a short introduction from Justin:

Hey everyone! I’m excited and honored to be stepping into this new role leading our support and customer experience efforts at Mozilla. After heading up support at Pocket for the past 8 years, I’m excited to join forces with SUMO to improve our support strategy, collaborate more closely with our product teams, and ensure that our contributor community feels nurtured and valued. 

One of my first support jobs was for an email client called Postbox, which is built on top of Thunderbird. It feels as though I’ve come full circle, since was a valuable resource for me when answering support questions and writing knowledge base articles. 

You can find me on Matrix at – I’m eager to learn about your experience as a contributor, and I welcome you to get in touch. 

We’re also excited to welcomer Olivia Opdahl, who is a Senior Community Support Rep at Pocket and has been on the Pocket Support team since 2014. She’s been responsible for many things in addition to support, including QA, curating Pocket Hits, and doing social media for Pocket.

Here’s a short introduction from Olivia:

Hi all, my name is Olivia and I’m joining the newly combined Mozilla support team from Pocket. I’ve worked at Pocket since 2014 and have seen Pocket evolve many times into what we’re currently reorganizing as a more integrated part of Mozilla. I’m excited to work with you all and learn even more about the rest of Mozilla’s products! 

When I’m not working, I’m probably playing video games, hiking, learning programming, taking photos or attending concerts. These days, I’m trying to become a Top Chef, well, not really, but I’d like to learn how to make more than mac and cheese :D

Thanks for welcoming me to the new team! 

Besides Justin and Olivia, JR/Joe Johnson, who you might remember for being a maternity cover for Rina earlier this year, will step in as a Release/Insights Manager for the team and work closely with the product team. Joni will continue to be our Content Lead and Angela as a Technical Writer. I will also stay as a Support Community Manager.

We’ll be sharing more information about our team’s focus in the future as we get to know more. For now, please join me to welcome Justin and Olivia on the team!


On behalf of the Customer Experience Team,


Adjusting to changes at Mozilla

Earlier last week, Mozilla announced a number of changes and these changes include aspects of SUMO as well.

For a high level overview of these changes, we encourage you to read Mitchell’s address to the community. For Support, the most immediate change is that we will be creating a more focused team that combines Pocket Support and Mozilla Support into a single team.

We want to take a moment to stress that Mozilla remains fully committed to our Support team and community, and the team changes are in no way a reflection on Mozilla’s focus on Support moving forward. The entire organization is grateful for all the hard work the community does everyday to support the products we all love. Community is the heart of Mozilla, and that can be said for our support functions as well. As we make plans as a combined Support team, we’d love to hear from you as well, so please feel free to reach out to us.

We very much appreciate your patience while we adjust to these changes.

On behalf of the Support team – Rina

Review of the year so far, and looking forward to the next 6 months.

In 2019 we started looking into our experiences and 2020 saw us release the new responsive redesign, a new AAQ flow, a finalized Firefox Accounts migration, and a few other minor tweaks. We have also performed a Python and Django upgrade carrying on with the foundational work that will allow us to grow and expand our support platform. This was a huge win for our team and the first time we have improved our experience in years! The team is working on tracking the impact and improvement to our overall user experience.

We also know that contributors in Support have had to deal with an old, sometimes very broken, toolset, and so we wanted to work on that this year. You may have already heard the updates from Kiki and Giulia through their monthly strategy updates. The research and opportunity identification the team did was hugely valuable, and the team identified onboarding as an immediate area for improvement. We are currently working through an improved onboarding process and look forward to implementing and launching ongoing work.

Apart from that, we’ve done a quite chunk of work on the Social Support side with the transition from Buffer Reply to Conversocial. The change was planned since the beginning of this year and we worked together with the Pocket team on the implementation. We’ve also collaborated closely with the marketing team to kick off the @FirefoxSupport Twitter account that we’ll be using to focus our Social Support community effort.

Now, the community managers are focusing on supporting the Fennec to Fenix migration. A community campaign to promote the Respond Tool is lining up in parallel with the migration rollout this week and will run until the end of August as we’re completing the rollout.

We plan to continue implementing the information architecture we developed late last year that will improve our navigation and clean up a lot of the old categories that are clogging up our knowledge base editing tools. We’re also looking into redesigning our internal search architecture, re-implement it from scratch and expand our search UI.

2020 is also the year we have decided to focus more on data. Roland and JR have been busy building out our product dashboards, all internal for now – and we are now working on how we make some of this data publicly available. It is still work in progress, but we hope to make this possible sometime in early 2021.

In the meantime, we welcome feedback, ideas, and suggestions. You can also fill out this form or reach out to Kiki/Giulia for questions. We hope you are all as excited about all the new things happening as we are!

Patrick, on behalf of the SUMO team

New platform milestone completed: Python upgrade

In 2020 a lot of the SUMO platform’s team work is focused on modernizing our support platform (Kitsune) and performing some foundational work that will allow us to grow and expand the platform. We have started this in H1 with the new Responsive and AAQ redesign. Last week we completed a new milestone: the Python/Django upgrade.

Why was this necessary was running on Python 2.7, meaning our core technology stack was running on a no longer supported version. We needed to upgrade to at least 3.7 and, at the same time, upgrade to the latest Django Long Term Support (LTS) version 2.2.

What have we focused on

During the last couple of weeks our work focused on upgrading the platform’s code-base from Python 2.7 to Python 3.8. We have also upgraded all the underlying libraries to their latest version compatible with Python 3.8 and replaced non compatible Python libraries with a compatible library with equivalent functionality. Furthermore we upgraded Django to the latest LTS version, augmented testing coverage and improved developer tooling.

What’s next

In H2 2020, we’re continuing the work on platform modernization, our next milestone being the full redesign of our search architecture (including the upgrade of the ElasticSearch service from and re implementation of the search functionality from scratch). With this we are also looking into expanding our Search UI and adding new features to offer a better internal search experience to our users.

Introducing Mozilla VPN

Hi everyone,

You might remember that we first introduced the Firefox Private Network (FPN) back then in December 2019. At that time, we had two types of offerings available only in the U.S: FPN Browser Level Protection (by using an extension) and FPN Device Protection (which is available for Windows 10, iOS, and Android).

Today will mark another milestone for FPN since we’ll be changing the name from FPN full-device VPN to simply the Mozilla VPN. For now, this change will only include the Windows 10 version as well as the Android version. Currently, the iOS version is still called FPN on the Apple Store, although our team is currently working hard to change it to Mozilla VPN as well. Meanwhile, FPN Browser Level Protection will remain the same until we make further decisions.

On top of that, we will start offering Mozilla VPN in more countries outside of the US. The new countries will be Canada, the UK, New Zealand, Singapore, and Malaysia.

What does this mean for the community?

We’ve changed the product name in Kitsune (although the URL is still the same). Since most of the new countries are English speaking countries, we will not require the support articles to be translated for this release.

And as usual, support requests will be handled through Zendesk and the forum will continue to be managed by our designated staff members, Brady and Eve. However, we also welcome everyone who wants to help.

We are enthusiastic about this new opportunity and hope that you’ll support us along the way. If you have any questions or concerns, please let me/Giulia know.