1663530 - Impossible to find how to make a new post to support forums

Status: NEW

(support.mozilla.org :: Questions, defect)

Description

[Igor R.]

Attachment: MozillaSupport-NoThread-NoReply.jpg

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:80.0) Gecko/20100101 Firefox/80.0

Steps to reproduce:

Log in to support.mozilla.org
Trying to find how to post to the support forum (Thunderbird support forum in my case, but Firefox support forum has the same problem).

When you get to the support forums, e.g. via "Get Help" -> "Browse all forum products" -> "Show all products" and then choose the "Thunderbird", you get to this page instead: https://support.mozilla.org/en-US/questions/thunderbird , which has no "ask now".

Also, related: if you find support forum postings from "Find help" search field at the top on the right, you have no way to read the entire thread or to reply to a thread.

If you want to reproduce this, - create a new account, and try to find how to post to Thunderbird support (or, say, Firefox Support) forum. You will see this problem.

Actual results:

1. No "ask now" button.

It took me long time to click around with no success - I could not find it.

The only way how I could find "Ask now" was by finding this thread where the OP had the same problem: https://support.mozilla.org/en-US/questions/1292950 , and the link was posted as the answer.

2. No "view the thread" or "reply to the thread" from the search results page.

Expected results:

1. There should be a reasonably easy way to be able to post to the support forum, i.e. to get to this page, with "ask now" button:
   https://support.mozilla.org/en-US/questions/new/thunderbird

2. There should be a way to see the entire thread and to reply to it from the page like
   https://support.mozilla.org/en-US/questions/firefox?show=responded

Comment 1

[Alice Wyman]

This bug is similar to (duplicate of?) bug 1630720 ...which includes this attachment and says this in the Description:

The Get Help > Ask the Community section includes links for en-US users to post a question for different products. The Ask the Community heading itself links to https://support.mozilla.org/en-US/questions/new but it's not obvious that that the heading is a link. The fact that the listed products are links is also not obvious.

The section includes links for only a few products, such as Firefox Browser and Firefox for iOS. Users who want to ask a question for a different product would probably click the link for Browse All Product Forums but that goes to the Support Forum page, https://support.mozilla.org/en-US/questions/ for contributors who are answering questions.<snip>

Comment 2

[Igor R.]

It looks like bug 1630720 is different.

People are experiencing this problem over and over again. See, e.g. this support forum posting where other users are trying to find the way to post to the support forum and could not navigate to the right place:
https://support.mozilla.org/en-US/questions/1325065

"ask/post a question" button should appear within 1 click from the top of the support page - right after choosing the product.

Comment 3

[Alice Wyman]

See bug 1630720 comment 11 which includes this attachment and the following: (quote)
In Get Help under "Ask a Question" (a title change from "Ask the Community") "Browse All Product Forums" has been replaced with "Browse All Products", which links to https://support.mozilla.org/en-US/questions/new
Still unresolved is to add more products, such as Thunderbird, to the Get Help > Ask a Question products list and to make it more obvious that those product names are links.