1341324 - Support forum reply email is not being received.

Status: RESOLVED WORKSFORME

(support.mozilla.org - Lithium :: General, defect)

Description

[Anje]

User Agent: Mozilla/5.0 (Windows NT 6.0; rv:51.0) Gecko/20100101 Firefox/51.0
Build ID: 20170125094131

Steps to reproduce:

Respond to question on support forum.
When a subsequent reponse from the OP or another person is created, I would expect an email.


Actual results:

Since new website launch....
I am receiving emails from 'Community Mailer' if they are a private message.
'You have received a private message in the Mozilla Support Community!'

I am receiving emails from 'Community Mailer' if OP marks as 'Chosen Solution:
'Your answer on Mozilla Support Community has been accepted as a solution!'

I have not received any emails from the support forum where there has been any other  response with eg: further information or a comment.

Emails are not being received on the server (checked via webmail) and therefore cannot be downloaded.

I wondered why everything seemed so quiet as I usually get several emails each day.
So, I have checked on a few support questions that I have responded on to discover that the person had answered with more info etc which I was unaware of.





Expected results:

I should be getting emails of these responses.

Comment 1

[Anje]

Upon launch of new website, I have discovered that it is not so intuitive.
Three small dots now house a hidden menu which means additional clicking just to see it.
All of those items in that menu should be auto visible in a right pane. It adds nothing but additional clicking and frustration.

So I thought, I bet there is some similair stupid reason why I'm not getting emails.
I have just noticed that I need to select a checkbox :  'Email me when someone replies'
on every reply/response.
This new feature has caused so much headache. 

Responses/comments to support forum should send responses by default and should not require additional clicking every time. 

REQUEST: revise forcing support helpers to perform additional clicking on a repetitive constant basis by:
A) allowing option to fully display the three dot menu
B) this is more important..the 'Email me when someone replies' checkbox should be by default selected.

The support forum requires communication by default not the other way around as it currently is set.

Comment 2

[vesper]

Hi Anje,

I changed the default setting for that type of notifications. I hope this solves your issue. If you don't see any improvements in the next few days, please let me know on the bug. Thank you for reporting this!

Comment 3

[Anje]

Cheers for the quick response.
I can see the revised 'Email me when someone replies' checkbox is now auto selected by default.
Hopefully this should improve communications.
Much appreciated.

Comment 4

[vesper]

Great to hear that, thanks!

Comment 5

[Anje]

UPDATE: 
Unfortunately I'm not receiving any emails but I know people are posting comments in the Supportforum.

I do receive emails sent from Bugzilla.

I do receive emails which say in Subject:
'Your answer on Mozilla Support Community has been accepted as a solution!'
But this is a real pain because it is generic and does not say the actual forum question in the Subject.
So I have a folder with same identical Subject and need to open every email just to find out what the real Subject is.

'You have received a private message in the Mozilla Support Community community. '
This is received when a person wishes to connect privately so is ok.


I have also received 'one' email on 24/02/17 with this in subject.
'Mozilla Support Community Community: Daily Digest'
This seems to list two responses to one question created over a couple of days 22nd. 23rd and email received by me on 24th of Feb. This is totally useless.
I need to receive responses when they are posted.
I need to see a 'Subject' that actually says something meaningful like the actual Forum Question.
I do not need a Daily Digest email because had I actually received the posted comments as emails when they were actually posted I would have already dealt with it and would not need duplicates.

I have received a load of emails regarding forth coming Council election, but noted they had been sent to my website email address which they must have located via my Profile details.

However, I am not receiving any emails from the Support Forum where people have posted comments.
This has been the case since the move to new website. It is becoming difficult to assist on the Support Form if I am never going to see posted comments.

Can you assist in telling me why everything has gone awol and who can fix this?

Comment 6

[Anje]

I received one of those generic emails telling me 'Your answer on Mozilla Support Community has been accepted as a solution!'
So I checked which question and discovered there had been four additional comments which I knew nothing about.
So I should have received four emails with the Subject containing the question just for this one question.

Why am I not receiving any emails when people make comments in questions I am following?
Why does the Subject not contain a useful subject which should be the question itself?

This issue is not resolved nor fixed.
Setting the default checkbox to auto create communication is good, although it should be taken as read that comments/replies should be generating emails regardless, so why a checkbox was created in the first place is mind boggling, but there is a serious issue with a lack of communication coming in my direction. 

There is nothing correct about any emails I receive.
None have a Subject of use. 
It is impossible to keep track of any question.
I do not receive emails when comments are created.

If this is only me then it still needs  fixing as this has been going on since the new website release.
I am a helper on the Support forum and have been for years, but I need to know who can assist with this issue.

Comment 7

[Anje]

further info in an attempt to understand why I do not receive emails unless they are an accepted solution.
In the support forum:
I notice that when I want to 'Reply' to the question, there is a 'Reply' option for every posted comment, which seems to offer a 'Reply' specifically to that comment and not the question.
So having read the question and scrolled to read further responses/comments, it would be necessary to scroll all the way back up to the top question to use that 'Reply' ???
If you post a reply using the last one - after all comments, who sees the reply? The person who posted the comment/reponse or the OP (assuming the OP did not post the comment) or everyone both OP and all who had contributed to the conversation?
If you post a Reply using the 'Reply' under the question, do other people who posted comments see that response?

Currently, I do not receive any emails when comments/reponses are made unless they are marked as a chosen solution.

I do not include 'Daily Digest' as it is not only delayed by several days/half a week even, but contains various questions.
Six Comments from four questions originally posted on 5th, 6th and 7th are lumped into one Daily Digest which I did not receive until 08/03/17 01:49PM.  If someone has an issue which requires asap help then waiting over three days to see a reponse which I could easily miss amongst a list in one email is not good enough. It is appalling.
When someone needs help and posts a response to your comment, you need to repond quickly and you need to know what comments others have made. Waiting half a week is just not cutting it.

Subjects do not contain any question, so seeing my Message List saying tens of lines of identical subjects using generic topics is totally useless.
This means I cannot follow any question.
A Support forum needs support. It needs communication. 

I fail to understand why a perfectly good system was replaced with the current state of affairs. Clearly, it was not designed by anyone who offers help on the Support forum, hence why it is lacking in all departments.

When am I going to receive emails which show the question in the Subject?
When am I going to receive individual emails from all people who post comments in questions I am following?
When am I going to receive emails from people who post comments when they are posted instead of waiting for days?

When will the practise of lumping several questions in one email and sending it out half a week later going to stop?

Comment 8

[John Hesling [:John99] (NeedInfo me)]

Are you still having problems ?
Sorry your comments in this bug are not getting replies. There is a major issue with the new forum software, so bad we have contingency plans ready for temporarily rolling back to the old software.

Can you confirm please that on the forum you are user Toaf-Hall
> https://support.mozilla.org/t5/user/viewprofilepage/user-id/187844

I do not know if it is of any use to you but this new software can send notifications that you see whilst signed in. Those display as a list and have a red bell tovslert you.
Also have you discovered the profile settings. Those have severslblevels of settings. There are tabs but they are not too clear.

Unfortunately we have very little documentation so far on how to use this new software, and what we dobhsvebis likely to be hard to find or obsolete.
Have you seen this section:
> Lithium Platform Ask Here
> https://support.mozilla.org/t5/Lithium-Platform-Ask-Here/bd-p/lithium-howto

I have filed bugs to try to get improvements and fixes but I guess other matters are more urgent so we may need to wait a few more months.

See also bug 1348898, bug 1348891

I am not sure how much I can help but hopefully we may just need to sort out your settings which we can do together. If it transpires it is a deeper issue I will need to ask vesper or someone to sort it out

Comment 9

[John Hesling [:John99] (NeedInfo me)]

I sent you a Private Message in Sumo. I toggled one of your settings and that should have turned your emails back on.

Comment 10

[Anje]

Hi John
Yes, I'm 'Toad-Hall' on the Support forum.
No I was not aware of the 'Lithium platform' page. Cheers, I'll give it some reading.
I've located the section in the Profile with your very helpful instructions and hopefully I'll start to see responses earlier. I'll keep an eye on the 'Daily Digest' as it had been more like a 'twice weekly digest' so I was not getting responses sometimes for days. Thanks for helping me out. I'll monitor things for a while and report back on results.

Comment 11

[John Hesling [:John99] (NeedInfo me)]

Thanks Anje, OK hope it improves. 
I will leave this bug open for now as I do not want your problem to be forgotten until you are able to confirm it is fixed. And of course thanks for your great & longstanding help on the fora in answering questions.

As a side issue when you next reply can you mention whether any of the emails you get from Sumo are flagged as fraud/spam etc. I note you are using a ?BT/Yahoo webmail, mine for Sumo is HotmailUK/Outlook and are getting flagged as fraudulent (I am about to file a bug on that).

Comment 12

[Anje]

Feedback: 
I am now receiving a bunch of emails. 
I also note that the Subject now contains the 'RE: question'. 
This is a huge improvement as now I can know what question is the topic prior to opening. It also makes filtering and sorting easy.
This is really good news as I'm also getting them with good timing, so I can make timely responses as required.

re :Sumo are flagged as fraud/spam
The last email I received from Sumo (message from yourself) was flagged as 'Spam' - a bit of a surprise and it was received via BT Yahoo server. This has only just occurred. 

It would also be useful if emails sent from Sumo actually the word 'Sumo' in the 'Subject' as it helps with filtering to desired folder. Since moving to Lithium this changed.

Many thanks for all your help.

Comment 13

[John Hesling [:John99] (NeedInfo me)]

OK. Sounds good. I will close the bug again.
It did not require a change to the software settings it was only a change to your settings as a user of the software so I will close it as worksforme

Adding Sumo to the subject would have to be a  different bug and is probably best discussed before filing a bug. The Admins have been telling us they will update us about the bug filing procedures to be used hopefully we will get an update this week. I can see one counter argument would be that Sumo is not sufficiently  well recognised amongst none contributors, and could cause confusion. (My view would be it is part of our branding use it more frequently). Currently we probably send very mixed messages with such wording included in some places and not others. 

I did not opt to get emails under the old (Kitsune) software so I am not aware what they had as a subject line, that included the word sumo did it ?.

Comment 14

[Alice Wyman]

This bug was about email notifications on Lithium so I'll move it to the correct product.