Let’s meet online: Virtual All Hands 2020

Hi folks,

Here I am again sharing with you the amazing experience of another All Hands.

This time no traveling was involved, and every meeting, coffee, and chat were left online.

Virtuality seems the focus of this 2020 and if on one side we strongly missed the possibility of being together with colleagues and contributors, on the other hand, we were grateful for the possibility of being able to connect.

Virtual All Hands has been running for a week, from the 15th of June to the 18th, and has been full of events and meetups.

As SUMO team we had three events running on Tuesday, Wednesday, and Thursday, along with the plenaries and Demos that were presented on Hubs. Floating in virtual reality space while experiencing and listening to new products and features that will be introduced in the second part of the year has been a super exciting experience and something really enjoyable.

Let’s talk about our schedule, shall we?

On Tuesday we run our Community update meeting in which we focussed around what happened in the last 6 months, the projects that we successfully completed, and the ones that we have left for the next half of the year.

We talked a lot about the community plan, and which are the next steps we need to take to complete everything and release the new onboarding experience before the end of the year.

We did not forget to mention everything that happened to the platform. The new responsive redesign and the ask-a-question flow have greatly changed the face of the support forum, and everything was implemented while the team was working on a solution for the spam flow we have been experiencing in the last month.

If you want to read more about this, here are some forum posts we wrote in the last few weeks you can go through regarding these topics:

On Wednesday we focused on presenting the campaign for the Respond Tool. For those of you who don’t know what I am talking about, we shared some resources regarding the tool here. The campaign will run up until today, but we still need your intake on many aspects, so join us on the tool!

The main points we went through during the meeting were:

  • Introduction about the tool and the announcement on the forum
  • Updates on Mozilla Firefox Browser
  • Update about the Respond Tool
  • Demo (how to reply, moderate, or use canned response) – Teachable course
  • Bugs. If you use the Respond Tool, please file bugs here
  • German and Spanish speakers needed: we have a high volume of review in Spanish and German that need your help!

On Thursday we took care of Conversocial, the new tool that substitutes Buffer from now on. We have already some contributors joining us on the tool and we are really happy with everyone ‘s excitement in using the tool and finally having a full twitter account dedicated to SUMO. @firefoxsupport is here, please go, share and follow!

The agenda of the meeting was the following:

  • Introduction about the tool
  • Contributor roles
  • Escalation process
  • Demo on Conversocial
  • @FirefoxSupport overview

If you were invited to the All Hands or you have NDA access you can access to the meetings at this link: https://onlinexperiences.com

Thank you for your participation and your enthusiasm as always, we are missing live interaction but we have the opportunity to use some great tools as well. We are happy that so many people could enjoy those opportunities and created such a nice environment during the few days of the All Hands.

See you really soon!

The SUMO Team

Social Support program updates

TL;DR: The Social Support Program is moving from Buffer Reply to Conversocial per June, 1st 2020. We’re also going to reply from @FirefoxSupport now instead of the official brand account. If you’re interested to join us in Conversocial, please fill out this form (make sure you meet the requirements before you fill out the form). 


We have very exciting news from the Social Support Program. In the past, we invited a few trusted contributors to Buffer Reply in order to let them reply to Twitter conversations from the official account. However, since Buffer sunset their Reply service per the 1st of June, now we officially moved to Conversocial to replace Buffer Reply.

Conversocial is one of a few tools that stood out from the search process that began at the beginning of the year because it focuses on support rather than social media management. We like the pricing model as well since it doesn’t restrict us from adding more contributors because it’s volume-based instead of seat-based.

If you’re interested to join us on Conversocial, please fill out this form. However, please be advised that we have a few requirements before we can let you into the tool.

Here are a few resources that we’ve updated to reflect the changes in the Social Support program:

We also just acquire @FirefoxSupport account on Twitter with the help of the Marketing team. Moving forward, contributors from the social support program will continue to reply from this account instead of the official brand account. This will allow the official brand account to focus on brand engagement and will also give us an opportunity to utilize the greater functionality of a full account.

We’re happy about the change and excited to see how we can scale the program moving forward. I hope you all share the same excitement and will continue to support and rocking the helpful web!

Moving SUMO Community synchronous communications to Matrix

TL;DR: We are moving our Telegram group to the new Mozilla Matrix [https://chat.mozilla.org/#/room/#SUMO:mozilla.org]. Both systems are currently bridged but the Telegram group will be decommissioned on 30 May 2020. Please check the instructions on how to join the new system.


Dear SUMO Community,

As some of you already know, Mozilla has been working for some time to replace its official synchronous communication tool, and earlier this year we decided to launch our own Matrix instance to host our public conversations.

In SUMO, we historically maintained a Telegram group to enable synchronous communications, and now we want to transition it to the new Mozilla Matrix.

Which problems are we trying to solve?

  • You need to create an independent account to use Telegram, you can’t reuse your existing Mozilla account or use Firefox Accounts to authenticate or integrate it with Mozilla’s systems.
  • Telegram moderation tools do not allow a centralized Mozilla team to enforce our guidelines on groups or users across all channels.
  • Data is stored in a third party organization.
  • Private groups/conversations are not end-to-end encrypted by default and can be accessed by the provider.
  • The system is a silo that can’t be discovered/accessed from other Mozilla systems.

Why is Matrix a good solution?

  • 🧐 Visibility: Mozilla owns the server and data, you can use your existing Mozilla account to log-in. Linked from various Mozilla systems.
  • 🧭 Discoverability: Rooms can be easily discovered by other mozillians and people using the Matrix network.
  • 🏠 Feel at home: A lot of other Mozilla projects, volunteers, and employees are already actively collaborating on the new system.
  • 🔐 Safety: Community Participation Guidelines are enforceable through its moderation tooling, support for end-to-end encryption on private conversations.
  • 📜 Mission aligned: Decentralized protocol, both server and client code is open source.
  • 👨‍💻👩‍💻 Tech-friendly: Extensible & integrable via diverse clients, bridges, and bots.


  • 27 March 2020: Telegram group is bridged to the new room over Matrix. People can start reading messages from both sides.
  • 15 May 2020: Community announcement about the full-transition
  • 15-30 May 2020: Reminders and support for people to start using the new system
  • 30 May 2020: Telegram group decommission.

How do I join?

Mozilla Wiki has a great page explaining how to join the new system, please check it out. You’ll find instructions on how to access from the web, desktop app or mobile.

Direct link to join our SUMO Matrix room 



On top of this room, we also have the following room for our sub-community:


Please, help us spread the announcement to all community members and support them during this transition. Feel free to add any questions on this topic.

Thanks, everyone!

Introducing Leo McArdle

Hi everyone,

We have good news from our team that I believe some of you might’ve already known. Finally, Tasos will no longer be a lone coder in our team as now we have a new additional member in SUMO. Please, say hi to Leo McArdle.

I’m sure Leo is not a new name for most of you. He’s been involved in the community for so long (some of you might know him as a “Discourse guy”) and now he’s taking a new role as a software engineer working in SUMO team.

Here is a short introduction from Leo:

Hey all, I’m Leo and joining the SUMO team as a Software Engineer. I’m very excited to be working on the SUMO platform, as it was through this community that I first started contributing to Mozilla. This led me to pursue programming first as a hobby, then as a profession, and ultimately end up back here! When I’m not programming, I’m usually watching some kind of motor racing, or attempting to cook something adventurous in the kitchen… and usually failing! See you all around!

Please join us to welcome him!

What’s happening on the SUMO Platform: Sprint updates

So what’s going on with the SUMO platform? We’re moving forward in 2020 with new plans, new challenges and a new roadmap.

We’re continuing this year to track all development work in 2 week sprints. You can see everything that is currently being worked on and our current sprint here (please note: this is only a project tracking board, do not use it to file bugs, bugs should continue to be filed via Bugzilla)

In order to be more transparent about what’s going on we are starting a round of blog posts to summarize every sprint and plan for the next. We’ve just closed Sprint no. 3 of 2020 and we’re moving into Sprint no.4

What happened in the last two weeks?

During the last two weeks we have been working tirelessly together with our partner, Lincoln Loop, to get Responsive Redesign out the door. The good news is that we are almost done.

We have also been working on a few essential upgrades. Currently support.mozilla.org is running on Python 2.7 which is no longer supported. We have been working on upgrading to Python3.7 and the latest Django Long Term Support (LTS) version 2.2. This is also almost done and we are expecting to move into the QA and bug fixing phase.

What’s happening in the next sprint?

During the next two weeks we’re going to start wrapping up Responsive redesign as well as the Python/Django upgrade and  focus on QA and bug fixing. We’re also planning to finalize a Celery 4 upgrade.

The next big thing is the integration of Firefox Accounts. As of May 2019 we have been working towards using Firefox Accounts as the authentication system on support.mozilla.org  Since the first phase of this project was completed we have been using both login via Firefox Accounts as well as the old SUMO login. It is now time to fully switch to Firefox Accounts. The current plan is to do this mid-March but expect to see some communication about this later this week.

For more information please check out our roadmap and feel free to reach out if you have any questions