1342576 - Add additional links to ask questions

Status: RESOLVED DUPLICATE of bug 1348599

(support.mozilla.org - Lithium :: Ask a Question Workflow, defect)

Description

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

It may not be very easy to find links to the pages where community members supply answers to questions.

Possibly numbers of questions are dropping and numbers of inappropriate PMs increasing. See also Bug 1342154

It probably is a good idea to increase the number places where there are  links to the ask a question or ask community pages. Exactly which page to link to may depend on the page the person is on.

The in product landing page has no AAQ type link.
(Called " Ask the community" =   https://support.mozilla.org/t5/forums/postpage/category-id/Mozilla-EN/choose-node/true/interaction-style/forum when on "Mozilla Support - English" = https://support.mozilla.org/t5/Mozilla-Support-English/ct-p/Mozilla-EN )
>bug1342154 comment1
> ... there are links to Firefox KB topics but no ask a question link.  
> On the old SUMO site there were plenty of "ask a question" links. ...

Individual KB articles also have no AAQ type links, so they are a dead end for those looking for answers. (Out of scope for this but they do not even link to related articles) 
From a KB article it would presumably be possible to link to Android or Thunderbird AAQ if appropriate rather than a generic page but at least that would be a start.

Comment 1

[madalina]

Rachel, assigning this to you. You might want to work with Joni on this.

Comment 2

[Wayne Mery (:wsmwk)]

This is very important given that major esr releases are almost on our doorstep

Comment 3

[Wayne Mery (:wsmwk)]

(In reply to Wayne Mery (:wsmwk, NI for questions) from comment #2)
> This is very important given that major esr releases are almost on our
> doorstep

It's a pretty severe problem when a user can't find where to ask a question - so it seems like this bug would have some urgency.  

Is a solution expected in the next few days?

Comment 4

[Wayne Mery (:wsmwk)]

Note, at least my impression, is in the past it was not desireable to make it overly easy to ask a question (which I sort of agree with) but push the user at least first look at some basic KB articles that might help them. So we don't get so many duplicate questions.

So I'm not suggesting we go overboard with AAQ links at top level menus.  

Perhaps worse, it seems to me most/all articles and article collections (for example https://support.mozilla.org/t5/Install-Migrate-and-Update/tkb-p/Install-Migrate-Update ) simply dead end and don't offer the user an opportunity to ask. This is very bad.

Comment 5

[guigs [:guigs] PST (please needinfo me!)]

(In reply to John Hesling [:John99] (NeedInfo me) from comment #0)
> It may not be very easy to find links to the pages where community members
> supply answers to questions.
> 
> Possibly numbers of questions are dropping and numbers of inappropriate PMs
> increasing. See also Bug 1342154
...
> Thunderbird AAQ if appropriate rather than a generic page but at least that
> would be a start.

For the short term I would like to go with the suggestion to add a link "Get community support" and link to https://support.mozilla.org/t5/Contributor-Knowledge-Base/Get-community-support/ta-p/26357 or to another page where the dead end lies.

In the long term I think this is really important to consider in the AAQ Roland is proposing.

Comment 6

[guigs [:guigs] PST (please needinfo me!)]

I added the links that may be useful. I will mark this bug as dependent on 1348599. Not all locales have a support forum, however a few have neighboring forums. For those that do not do we want to point them to english?