1059865 - Edit Login Help Page

Status: RESOLVED FIXED

(Webmaker Graveyard :: Login, defect)

Description

[Matthew Willse [:mattheww]]

Create a general help page with contact info and other channels to get support. 

People having trouble with login would be pointed here. Could also be used for event making trouble and other scenarios.

Might be crafted with input from the engagement team.

Comment 1

[Cassie McDaniel [:cassiemc]]

Matthew, currently users are sent to SUMO – https://support.mozilla.org/en-US/products/webmaker

 What is the benefit of creating a specific page on Webmaker? In my mind it just creates an additional step between asking for help and getting it.

Agree that there should probably be a topic specific to login here that should be written for the new login UX.

Comment 2

[Matthew Willse [:mattheww]]

You're right. What I've suggested would be redundant. 

I do think we need a page with a form that goes to a human being for people who get stuck with login or signup. Maybe that could be a modal that matches the rest of the login flow. Or, maybe it needs a little space for suggestions.  

Renaming and filing this bug to keep it focused on login only.

Comment 3

[Matthew Willse [:mattheww]]

Here is the existing SuMo article for people with login trouble on Webmaker. We will link directly to this anywhere the Help link appears in the modal footer. Article needs to be updated. 

https://support.mozilla.org/en-US/kb/webmaker-account-help

Comment 4

[Matt Thompson (@OpenMatt :OpenMatt)]

* [oct31] is now past. Please update whiteboard to [nov14] or future train.

Comment 5

[Matthew Willse [:mattheww]]

Adding Erika for posterity. 

Pad: https://webmaker.etherpad.mozilla.org/login-help-sumo

Sumo: https://support.mozilla.org/en-US/kb/webmaker-account-help

Comment 6

[Matthew Willse [:mattheww]]

We will want to include help for mobile login as well. cc: Kate

Comment 7

[Matthew Willse [:mattheww]]

Attachment: new help content for sumo

I've drafted some new content for our login/account help page in SuMo. 

Pad: https://webmaker.etherpad.mozilla.org/login-help-sumo

Sumo: https://support.mozilla.org/en-US/kb/webmaker-account-help

Comment 8

[Chris DeCairos (:cade)]

Comment on attachment 8521529 [details]
new help content for sumo

I left some comments in the etherpad

Comment 10

[Matthew Willse [:mattheww]]

In bug 1099026, Laura suggests that we include Discourse somewhere in the help flow to show people our accessibility. We can't immediately send people there since they will need to sign up (endless loop), but I do like the idea of linking there from SUMO as an add'l resource.

Comment 12

[Erika Drushka]

Can you make this etherpad public? I can't access it for some reason. https://webmaker.etherpad.mozilla.org/login-help-sumo

Comment 13

[Matthew Willse [:mattheww]]

Strange. It's a public pad with no security options. 

Here's the stuff move to google: https://docs.google.com/a/mozilla.com/document/d/1F2oJ7Np4Jhw-3d8FWbUie5UsbGK7ZycecyKzulSw5J8/edit?usp=sharing

Comment 14

[Matt Thompson (@OpenMatt :OpenMatt)]

* [nov14] is past -- please update to [nov28] train or later

Comment 15

[Erika Drushka]

Made some edits to the etherpad. Let's be consistent about naming. For now, I've used "the Webmaker login" to refer to the new system. But let's definitely not call it "the new system" since it will be old before you know it, plus that's confusing ;)

Comment 16

[Chris DeCairos (:cade)]

Comment on attachment 8521529 [details]
new help content for sumo

This all looks accurate.

Comment 17

[Matthew Willse [:mattheww]]

I've posted new help content to the bottom of our SuMo article. Waiting for review. Not sure if anyone here has the power to approve. 

https://support.mozilla.org/en-US/kb/webmaker-account-help/history#preview

I will keep an eye on it.

Comment 18

[Matthew Willse [:mattheww]]

Consider this bug resolved. Opened a new bug to review content in SuMo and to update when login launches (Bug 1101213)