The Knowledge Base (KB) is the front line of support.mozilla.com. As shown by the prominence of the search box on the front page, we want users to try to searching the Knowledge Base before anything else. One of the ways we make the KB as complete as possible is to pay attention to what people are asking about in the forums and on live chat.
If you notice multiple people asking about something not in the KB, please make an article request for that subject. You don’t have to write the article yourself (though it’d be great if you did!); it’s just important that we identify what we’re missing. While all article requests go through Bugzilla (Sumo product, KB Articles component), you can also request the article in the contributors forum or on mozilla.support.planning if you’re uneasy about using Bugzilla.
It’s a little bit of extra work up front, but it saves time and makes things better in the long run.
- End users will be able to find the solution themselves, so you’ll be less likely to have to answer the same question again.
- For those that do ask, you won’t have to type out the instructions; you can just link to the KB article.
- Other contributors won’t have to figure out the problem themselves; they’ll find it in the KB.
- Your solution will be improved to cover all cases. For example, if you’re on Windows and the problem can happen on Mac or Linux, other contributors can fill in the platform-specific bits for you.
- We can gather statistics on KB articles much more easily than we can for forum threads or chat sessions. These stats can be used to improve our support offering and to provide hard numbers back to the Firefox development team on frequent issues.