Closed Bug 347604 Opened 18 years ago Closed 18 years ago

Make new support menu item to point to all available support resources

Categories

(Camino Graveyard :: Toolbars & Menus, enhancement)

Product:
Camino Graveyard
Component:
Toolbars & Menus
Version:
1.8 Branch
Platform:
PowerPC
macOS
Type:
enhancement
Priority:
Not set
Severity:
normal

Tracking

(Not tracked)

Status:
RESOLVED WONTFIX
Milestone:
Camino1.5

People

(Reporter: froodian, Assigned: froodian)

References

(
URL
)

Details

People consistently try to use the feedback menu item as support, despite the fact that the page it links to (see URL) specifically says "not to be used for support." I realized recently that maybe it's because we're putting it in the Help menu. If we move Camino Feedback to the Camino menu, and add Camino Support (linking to the forums) in the Help menu, I think it'd improve the situation greatly.
I'm not sure I agree with this. We haven't, traditionally, linked to an off-site page before. The links in Camino now don't even go to caminobrowser.org. I'm not sure adding a link to mZine would be the best, over all. If we had our own forums or if we had a caminosupport@m.o email address, that'd be more ideal.

(P.S. Thanks for filing as UNCO. :) )
I think linking to the forum is the less-important part here; the important bit is to get Camino Feedback out of the Help menu.
As far as I'm concerned, this needs to be confirmed and fixed ASAP (like, in 1.0.3 and both branch and trunk).

I agree with Smokey -- the important thing isn't putting the forum link in the Help menu; it's getting Feedback *out* of the Help menu. I don't have any brilliant suggestions for where to put it, though.

cl
wiki.caminobrowser.org/User:Froodian:MenuCleanup has a proposed location just after About Camino in the Camino menu.  This is what SubEthaEdit does, and I think it's quite nice (and logical).  Even if we don't like that, somewhere in the Camino menu seems to be the logical destination.

I understand Sam's reluctance to link to a off-site page.  On the other hand, many people writing in seem to have given cb.o/support at least a preliminary glance, then given up and decided to ask a real person.  Even if we mode Camino Feedback, that part of the problem isn't going to go away.  Only by providing a link to some sort of help can we deter it.  As the situation stands, they contact feedback, and we categorically send them to the MZ forums.  I'm just trying to cut the middle man (us) out of that loop.

We talked about caminosupport@.m.o (or similar) a while back, and my answer for that is the same now as it was then.  If we had this, it'd just be the same people who answer feedback answering the same questions at a different email address.  The advantage of the forum is that people expect multiple responses, so we can harness the group intelligence in answering questions.  This takes the responsibility of trouble-shooting off of single people and makes the task of keeping up with both support and feedback a more feasible one for everybody involved.  Having our own forums would be ideal (but the most work) IMO.

If nothing else, we should at least link to the forums on cb.o/support.  People need to have a way to contact live people (rather than canned answers) who are willing and able to help them.
We could always direct them to the mailing list :P

Regarding a link from cb.o/support to the forum, cb.o/support already has a link to the Contact page (which links to the forum and so forth)...but let's deal with improving linkage on cb.o/support in another bug.

Changing anything in-app for 1.0.x is not likely, though; you'd have to convince Ludo plus have plenty of lead time.
Oh, I just had another thought:

A "Camino Support" menu item that links to a new page on cb.o (or, rather, to m.o/projects/camino that ultimately points to a new page on cb.o); this page ("Contact 'lite'") in turn links to the forum, the mailing list, and the user newsgroup, and asks in big letters, "Have you read our FAQ and Documentation yet?" (linking to cb.o/support/faq and cb.o/support).

That's more-or-less how MoCo handles its support <http://www.mozilla.com/support/> (except there are no in-app links to ever get you to that page!)
People are lazy. If you edit the Contacts page, move the link to Camino 'Zine forum to the top of the page, people will click it instead of clicking the feedback email address.
Per IRC, confirming based on comment 6, which means we'll need a 'Contact Lite' page from someone(s).
Status: UNCONFIRMED → NEW
Ever confirmed: true
(In reply to comment #8)
> Per IRC, confirming based on comment 6, which means we'll need a 'Contact Lite'
> page from someone(s).
> 

Please file a new bug on such a page (adding a dependency) and assign it to me.
Depends on: 347960
The fix for this is in bug 275170
Depends on: 275170
(In reply to bug 275170 comment #19)
> But frankly, I don't understand how we expect users to to pick
> between "Camino Help" and "Camino Support" either. I think the "Camino Help"
> page should help users get whatever level of help they need, rather than making
> people look in two places.

Well, in that case, we should get rid of Camino Help entirely, and have simply a "Camino Support" menu item that points to a page (m.o/projects/camino/support.html, and wherever it redirects) that does comment 6.

Help currently points to cb.o/support/ (which is our Documentation, which in turn is the closest thing we have to normal Mac-style Help--which, face it, is about half documentation and half FAQs anyway, but which typically doesn't include links to additional 3rd-party support resources).
Summary: Move feedback menu item, and make new support menu item → Make new support menu item to point to all available support resources
I'm going to WONTFIX this bug in favor of a better design for the /support/ page on the website.
Status: NEW → RESOLVED
Closed: 18 years ago
Resolution: --- → WONTFIX
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