Firefox 3.6 is coming out tomorrow, which means it is going to be a very busy time for support. As with every major launch, we see a spike in support requests as users get used to features and discover the changes that were made. We would like to get your help giving users of 3.6 the best possible support experience.
You can help in a few different ways.
1) Help users real time over live chat. Live Chat hours will be extended to 6 hours a day. On Thursday the hours will be: 9-11am, 12-2pm, 3-5pm and 8-9pm PST We’ll have lots of support requests and users questions especially during these times.
2) Help users on our support forums. The forums are always open. To find recently asked forum questions that need your help, use our new search engine. Select the Forum tab, change the status to Needs help or Has no replies and select the Firefox forum. For example this search gives recent questions that mention 3.6.
3) Report any popular issues. We will be meeting with the Firefox team everyday to report and discuss any common issues users are having with 3.6. You can report issues as well as stay informed about recent issues in the Contributors forum.
If you have any questions, just ask in the Contributors forum or in the #sumo IRC channel. Thanks in advance for helping out, Firefox 3.6 is going to be a great release!
PS: If you’re helping out, don’t forget to use the BRAND NEW Help > Troubleshooting Information menu item to get info about extensions and stuff from users. This should really make doing support a whole lot easier.
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