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Categories: Updates

What’s up with SUMO – Q3 2024

Each quarter, we gather insights on all things SUMO to celebrate our team’s contributions and showcase the impact of our work.

The SUMO community is powered by an ever-growing global network of contributors. We are so grateful for your contributions, which help us improve our product and support experiences, and further Mozilla’s mission to make the internet a better place for everyone.

This quarter we’re modifying our update to highlight key takeaways, outline focus areas for Q4, and share our plans to optimize our tools so we can measure the impact of your contributions more effectively.

Below you’ll find our report organized by the following sections: Q3 Highlights at-a-glance, an overview of our Q4 Priorities & Focus Areas, Contributor Spotlights and Important Dates, with a summary of special events and activities to look forward to! Let’s dive right in:

Q3 Highlights at-a-glance

Forums: We saw over 13,000 questions posted to SUMO in Q3, up 83% from Q2. The increased volume was largely driven by the navigation redesign in July.

  • We were able to respond to over 6,300 forum questions, a 49% increase from Q2!
  • Our response rate was ~15 hours, which is a one-hour improvement over Q2, with a helpfulness rating of 66%.
  • August was our busiest and most productive month this year. We saw more than 4,300 questions shared in the forum, and we were able to respond to 52.7% of total in-bounds.
  • Trends in forum queries included questions about site breakages, account and data recovery concerns, sync issues, and PPA feedback.

Knowledge Base: We saw 473 en-US revisions from 45 contributors, and more than 3,000 localization revisions from 128 contributors which resulted in an overall helpfulness rating of 61%, our highest quarterly average rating YTD!

  • Our top contributor was AliceWyman. We appreciate your eagle eyes and dedication to finding opportunities to improve our resources.
  • For localization efforts, our top contributor was Michele Rodaro. We are grateful for your time, efforts and expert language skills.

Social: On our social channels, we interacted with over 1,100 tweets and saw more than 6,000 app reviews.

  • Our top contributor on Twitter this quarter was Isaac H who responded to over 200 tweets, expertly navigating our channels to share helpful resources, provide troubleshooting support, and help redirect feature requests to Mozilla Connect. Thank you, Isaac!
  • On the play store, our top contributor was Dmitry K who replied to over 400 reviews! Thank you for giving helpful feedback, advice and for providing such a warm and welcoming experience for users.

SUMO platform updates: There were 5 major platform updates in Q3. Our focus this quarter was to improve navigation for users by introducing new standardized topics across products, and update the forum moderation tool to allow our support agents to moderate these topics for forum posts. Categorizing questions more accurately with our new unified topics will provide us with a foundation for better data analysis and reporting.

We also introduced improvements to our messaging features, localized KB display times, fixed a bug affecting pageviews in the KB dashboard, and added a spam tag to make moderation work easier for the forum moderators.

We acknowledge there was a significant increase in spam questions that began in July which is starting to trend downwards. We will continue to monitor the situation closely, and are taking note of moderator recommendations on a future resolution. We appreciate your efforts to help us combat this problem!

Check out SUMO Engineering Board to see what the platform team is cooking up in the engine room. You’re welcome to join our monthly Community Calls to learn more about the latest updates to Firefox and chat with the team.

Firefox Releases: We released Firefox 128, Firefox 129 and Firefox 130 in Q3 and we made significant updates to our wiki template for the Firefox train release.

Q4 Priorities & Focus Areas

  • CX: Enhancing the user experience and streamlining support operations.
  • Kitsune: Improved article helpfulness survey and tagging improvements to help with more granular content categorization.
  • SUMO: For the rest of 2024, we’re working on an internal SUMO Community Report, FOSDEM 2025 preparation, Firefox 20th anniversary celebration, and preparing for an upcoming Community Campaign around QA.

Contributor Spotlights

We have seen 37 new contributors this year, with 10 new contributors joining the team this quarter. Among them, ThePillenwerfer, Khalid, Mozilla-assistent, and hotr1pak, who shared more than 100 contributions between July–September. We appreciate your efforts!

Cheers to our top contributors this quarter:

SUMO top contributors in Q3

Our multi-channel contributors made a significant impact by supporting the community across more than one channel (and in some cases, all three!) 

All in all it was an amazing quarter! Thanks for all you do.

Important dates

  • October 29th: Firefox 132 will be released
  • October 30th: RSVP to join our next Community Call! All are welcome. We do our best to create a safe space for everyone to contribute. You can join on video or audio, at your discretion. You are also welcome to share questions in advance via the contributor forum, or our Matrix channel.
  • November 9th: Firefox’s 20th Birthday!
  • November 14th Save the date for an AMA with the Firefox leadership team
  • FOSDEM ’25: Stay tuned! We’ll put a call out for volunteers and for talks in early November

Stay connected

Thanks for reading! If you have any feedback or recommendations on future features for this update, please reach out to Kiki and Andrea.