1751998 - support forum link broken on German webpage

Status: RESOLVED FIXED

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

Description

[klaus]

On the German pages, I get into a loop if I try to post a question.

This page: https://support.mozilla.org/de/questions/new/thunderbird

has an 'ask now', leading here:

https://support.mozilla.org/de/kb/hilfe-durch-unsere-gemeinschaft-erhalten?exit_aaq=1,

which, for the English forum, has a 'get help' button,

which leads me back to start: https://support.mozilla.org/de/questions/new

Klaus

Comment 1

[Wayne Mery (:wsmwk)]

As a stopgap, we updated the article https://support.mozilla.org/de/kb/hilfe-durch-unsere-gemeinschaft-erhalten/history

Comment 2

[Thomas D. (:thomas8)]

Thanks for the stopgap fix :wsmwk and :sancus!
With that, at least it's no longer a never-ending cycle.

The merry-go-round of redirections is still weird and not exactly helpful (at least if you try to remain on SUMO, hence go to en-US questions...).

• In parts, this is intentional to force users to search what is there before asking.
• In parts, this is locale-specific, as DE does not have its own SUMO questions.

However, if you prefer to ask your question in German (which makes sense), you would be able to short-circuit from the German community help page (https://support.mozilla.org/de/kb/get-community-support?exit_aaq=1, which auto-redirects to https://support.mozilla.org/de/kb/hilfe-durch-unsere-gemeinschaft-erhalten?exit_aaq=1) and go directly to the non-SUMO German Help Forum:
http://www.thunderbird-mail.de/forum/index.php

There might be room for improvement somehow, but not sure exactly how. Maybe if the green "Get Help" button on the German community help page would be split up into Get Help for -> Thunderbird | -> Firefox | -> other Mozilla apps, which would remove some extra rounds for those who ask in English even though they started in German.

Comment 3

[Thomas D. (:thomas8)]

Klaus, thanks for filing this bug! With the stopgap fix, it's no longer technically broken. Should we close this or morph this into trying to improve the flow?

Comment 4

[klaus]

well, may not close yet?

The German button text suggests it goes here: https://support.mozilla.org/en-US/questions/new/thunderbird/form but instead, it goes into the English loop, which eventually, after another 5 clicks or so, goes to the English form. That form then does open.

But it feels a bit stupid to annouce to open the form and then play cat and mouse with the user, testing whether he is able to actually find the same button on the English pages.

In a free translation, the buttom says something like: click this button to post/type your question.

Instead, it goes to the start of the English help pages.

So I suggest to either change the button text or to adjust the link according to the current German text.

thanks, Klaus

Comment 5

[Lars T Hansen [:lth]]

Attachment: WIP: Bug 1751998 - Tail calls for the baseline compiler (WIP)

Some of the code here belongs in the previous patch, because it cleans
up some mechanisms introduced there.

Depends on D144946

Comment 6

[Phabricator Automation]

Comment on attachment 9275482 [details]
WIP: Bug 1751998 - Tail calls for the baseline compiler (WIP)

Revision D145768 was moved to bug 1571998. Setting attachment 9275482 [details] to obsolete.

Comment 7

[Ryan Johnson (:rjohnson)]

FYI, I met with the Customer Experience Team (support, content, and community) to discuss this issue, and they're going to look into this further. Also, we (the engineering team) have a Github issue for tracking this problem to which I've posted this comment.

Comment 8

[Wayne Mery (:wsmwk)]

I may be confusing this with something else, but I thought this issue was resolved?

Comment 9

[klaus]

I just retried, but it is not solved yet:

This page: https://support.mozilla.org/de/questions/new/thunderbird

has an 'ask now' button (German: Stellen Sie eine Frage, with the hint to log in),

leading here:

https://support.mozilla.org/de/kb/hilfe-durch-unsere-gemeinschaft-erhalten?exit_aaq=1,

but this has now a similiar "Ask now" button but without hint to log in, and clicking goes into a loop and just reloads that page.

Even after logging in, it also just reloads the page.

Expected behaviour: open a form to ask a question, or open a forum

Comment 10

[Tasos Katsoulas [:tasos]]

This bug was added in the current sprint. We will circle back with an update soon.

Comment 11

[Emil Ghitta, QA [:emilghitta]]

The "Ask now" widget was removed from the https://support.mozilla.org/de/kb/hilfe-durch-unsere-gemeinschaft-erhalten?exit_aaq=1 page and the "Get Help" button redirects the user to the AAQ step 1 (/questions/new) in the en-US locale where all product forums are enabled.