413086 - Include "Need more help?" link/box at the bottom of articles

Status: VERIFIED FIXED

(support.mozilla.org :: Knowledge Base Software, task)

Description

[Majken Connor [:Kensie]]

As per newsgroup discussion, we'd like to add a reference to the more help links at the bottom of the article. People aren't finding it on the side and are using the feedback form instead.

Comment 1

[Jason Barnabe (np)]

Right now, we have this text above the feedback textarea:

---
Your feedback will be used to improve this article. If you're looking for more help, see the Need More Help? box on the right of this page.
---

With live chat and forums now running smoothly, we can just change this to point to them directly.

Comment 2

[David Tenser [:djst]]

(In reply to comment #1)
> Right now, we have this text above the feedback textarea:
> 
> ---
> Your feedback will be used to improve this article. If you're looking for more
> help, see the Need More Help? box on the right of this page.
> ---
> 
> With live chat and forums now running smoothly, we can just change this to
> point to them directly.
> 

I don't think putting that text there is enough. The idea behind my suggestion in the newsgroup was to first ask the question "Need more help?" and then, afterwards, add the feedback section, with the freeform textarea feedback collapsed initially.

This is likely to 1) increase the number of people finding their way to "more help," and 2) decrease the number of support-related article feedback.

My proposal in the newsgroup that led to this bug report covers more than just the "Need more help?" info described in this bug, so we need to file a few more bugs here too.

The mockup for the "need more help" link/box is:

-> Need more help? Click here!
 ____________________________________
 |  Related articles                |
 |   - Lorem ipsum dolor sit amet   |
 |   - Lorem ipsum dolor sit amet   |
 |   - Lorem ipsum dolor sit amet   |
 |                                  |
 |  Ask a question                  |
 |__________________________________|


The box would not be shown until you click on the link. In addition to the "Ask a question" link (needs separate bug), three related articles should be visible. Initially, this could just be the three first related articles, but it would obviously be even sweeter if it could somehow remember the navigation path of the user, to exclude articles that the user has already viewed.

Comment 3

[Jason Barnabe (np)]

Can we make this just about changing the current text and have the more complex solution(s) in a separate bug(s)?

Comment 4

[David Tenser [:djst]]

I filed a separate bug for the quick fix: bug 413808

Comment 5

[Chris Ilias [:cilias]]

As we discussed last week, even though we now have the link, the combination of "ask a support question" being in bold, and the prominent text box, give the impression (upon first glance) that the text field is where to ask the question.

We need to specifically tell the user to "go to...".

"If you need help, go to the <a>ask a question page<a>"

Comment 6

[David Tenser [:djst]]

Chris, that's bug 413808.

Comment 7

[Nelson Ko [:nkoth]]

from what I can see, this bug should be closed, and the request in Comment #2 "dynamic showing of related articles", should be a new bug. Maybe this new bug should be dependent on new sumo theme? bug 435555

Comment 8

[Stephen Donner [:stephend] Not actively reading bugmail]

Verified FIXED; we've got the "Did this article solve a problem you had with Firefox?", "Was this article easy to understand?", and "Still need help? _Ask a support question._", where _ links to http://support.mozilla.com/en-US/kb/Ask+a+question