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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:

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