Open Badges 1.0: Minimum Awesome Achievement
Just before the Mozilla Summit back on September 30, we launched the first phase of SUMO Open Badges. They are: Minimum Awesome Achievement Badges for 2010, 2011, 2012 and 2013: … Read more
Articles in “Live Chat”
Help 7 Million new Firefox 4 users now!
Join us for today’s Support Firefox Day and help our new users have a great first experience with Firefox 4! Yesterday we released Firefox 4 to an excited world wide … Read more
Adding flexibility to Live Chat operating hours
Live Chat allows Mozilla community members to connect in real-time to a Firefox user seeking help. We currently set three to four hours per day, based on community input, during … Read more
Help the Firefox team
There are a few bugs that the Firefox team is asking for help with. If you’re experiencing any of these bugs or are helping users with these bugs on SUMO, … Read more
Help make Launch Day a success!
The support.mozilla.com community is really excited for the release of Firefox 3.5 tomorrow (Tuesday). The quality of support in the hours following a launch is important to ensure a great … Read more
Making the Live Chat experience even better
As the Live Chat community on SUMO (support.mozilla.com) continues to grow, we are working on ways to make the experience even better for Firefox users and for our community members. … Read more
SUMO — Part of Mozilla’s periscope
I wanted to share a good example of how Firefox Support wasn’t just launched to fill the support need of our 270+ million Firefox users, but also to allow us … Read more
Designing a Live Chat web client
Over the past few weeks we’ve been working to collect ideas and feedback for the SUMO Live Chat web client. Contributors currently use the open source Spark client to help … Read more
A guide to troubleshooting frequent issues in Live Chat
Over the past few months, the support team has been working to identify top issues and pass this information along to the rest of the community. For Live Chat, we … Read more