Contributors
Contributors
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Posting replies on the support forum
Dealing with a frustrated user can be difficult. Here are things to keep in mind when replying to a question on the support forum:
- Be nice. It's not your job to defend yourself, others, or even Mozilla. Users may just be venting because their problems are frustrating. The best thing to do is to help the user get his or her answer. If you feel that a post has crossed the line, report it to a moderator by using the “Report Abuse” link.
- Make a judgment on a user's experience based on their posts. For example, not all users know how to get to about:config. When in doubt, err on the side of explaining more. The Configuration Editor for Firefox and Configuration Editor for Thunderbird articles may be helpful.
- Look at what OS the user is using and tailor your reply to that. For example, Linux users won't have a C:\Program Files and Mac users may not be able to right-click.
- For problems appearing after a Firefox update, try first to solve the issue. In case there are no solutions, provide a link to the Install an older version of Firefox article, if the user insists, and add a warning that older versions are insecure and can potentially compromise the confidentiality, integrity or availability of personal information.
Note: To learn more about customer service skill on the forum, see Customer Service Contributor Forum Skills.
Complete Forum Support Guidelines
Are you interested in supporting Firefox (and other Mozilla's products) users by answering support questions? Please follow these guidelines that will help explain how we do things:
- Mozilla Support rules and guidelines — Make sure to read the rules and guidelines first
- Support forum - Find support questions — Learn how to find support questions
- Support forum - Find support answers — Learn how to find answers to support questions
- Support forum - Post replies — Learn how to post replies to support questions (You're here!)
- Support forum - How to escalate — Learn how to escalate an issue
- Support forum - How to follow up — Learn how to follow up on an issue
- Support forum - Offtopic and duplicate questions — What to do with offtopic and duplicate questions?
- For more guidelines on Support Forum contribution, see these articles.
