Live Chat Helper Approvals – Take 2
I posted earlier about our system for doing Live Chat approvals. Unfortunately this fell apart for two reasons. First being, I’m the only one who can flip the switch on … Read more
Minutes of Weekly Meeting 1/28
Sumo Weekly metrics [1] Significant increase of traffic the last couple of weeks, due to the mozilla.com Support link for en-US Top 3 search result is Thunderbird — also due … Read more
Making Knowledge Base article requests
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 … Read more
Live Chat Helper Approvals
For those of you not yet familiar with the new Live Chat software, we have it set that while everyone can sign up for an account to help, only people … Read more
Forum Traffic Is Up, How You Can Help
With the “Support” header on the US English version of mozilla.com now pointing to support.mozilla.com, the Firefox Support Forum has seen its numbers jump quite a bit; on Friday, we … Read more
Minutes of Weekly Meeting 1/7
Here are the meeting minutes of yesterday’s SUMO meeting — our first meeting of 2008. Sumo Weekly metrics [1] Live Chat launch was digged, causing a significant traffic increase. In-product … Read more
Firefox 3 Help Documentation?
As we’re getting a better overview of what to expect with the upcoming Firefox 3 release, it’s time to decide what end-user documentation we want to include in all locales. … Read more
45% Complete
Thanks to Ehsan Akhgari, Jason Barnabe, David Baucum, and Steve England, we are making steady progress with the Knowledge Base! Of the original 33 articles, 15 have already been written. … Read more
Firefox Live Chat launching today
Today we are officially opening our Live Chat support to users of Firefox. Users who can’t find their answer in the knowledge base or the forum can now get real … Read more