1004273 - Do simple keyword matching upon sadmaking feedback to point users to related content to address their issue

Status: RESOLVED DUPLICATE of bug 960805

(Input Graveyard :: Submission, enhancement)

Description

[Matthew N. [:MattN]]

There are many issues reported that we have good solutions for but the users aren't pointed directly to them so they end up leaving frustrated and possibly switching to another browser.

If there was an easy way to add look for certain keywords and offer relevant SUMO articles or other content then we could greatly increase the number of input users we help.

Comment 1

[Matthew N. [:MattN]]

I suppose localizing some of this would be ideal but perhaps not a blocker.

Examples:
* "ceo"|"Eich"|"free speech"|"boycott" => https://blog.mozilla.org/blog/2014/04/05/faq-on-ceo-resignation/
* "Australis"|"new UI"|"new user interface"|("chrome" && ("copy"|"clone"))|("tabs" && ("top|"bottom"))|(("add-on"|"addon") && "[tool]bar")…  and ideally on version 29 => https://support.mozilla.org/kb/how-to-make-new-firefox-look-like-old-firefox
* "flash"|"java" => https://support.mozilla.org/en-US/kb/troubleshoot-issues-with-plugins-fix-problems
* "malware"|"popups"|"pop-ups" => https://support.mozilla.org/kb/reset-firefox-easily-fix-most-problems
* "sync" => https://support.mozilla.org/kb/firefox-sync-troubleshooting-and-tips

There are probably other top issues that could also benefit from this.

Comment 2

[Matthew N. [:MattN]]

(In reply to Matthew N. [:MattN] (behind on reviews) from comment #1)
> * "malware"|"popups"|"pop-ups" =>
> https://support.mozilla.org/kb/reset-firefox-easily-fix-most-problems

"homepage" should also be added here

Comment 3

[Will Kahn-Greene [:willkg] ET needinfo? me]

There's a bug for redoing the "thank you" page which includes variations of this. I think I want to dupe this bug to that one so we're not having the same conversation in two places.

Comment 4

[Matthew N. [:MattN]]

Note that I was thinking we could add a step before the email/thank you page only if we detect certain keywords and make the user click the button to submit again if they say that the provided information didn't solve their problem.

Comment 5

[Will Kahn-Greene [:willkg] ET needinfo? me]

That screws up the metrics, though. Knowing that users are confused about some thing x despite the fact that it's clearly explained in some place y is important to know. Input isn't a support place--it's about understanding what our users don't know and think they know know, what they're bumping into, how they feel, etc.