javascript lightbox / popdown from header to gently remind GS folks to fill in troubleshooting information

RESOLVED FIXED

Status

support.mozillamessaging.com Graveyard
General
--
enhancement
RESOLVED FIXED
8 years ago
4 years ago

People

(Reporter: rolandtanglao, Unassigned)

Tracking

Firefox Tracking Flags

(Not tracked)

Details

(URL)

(I am filing this feature request bug here on the recommendation of :standard8 since there's no other place that he and i can think of to file GS customization feature requests)

PROBLEM:
When filing a  new topic, Get Satisfaction Users forget to fill in essential trouble shooting information and in fact do NOT read our README and any of our other support collateral

FUTURE REAL SOLUTION:
write a custom web application "new topic wizard" that uses the Get Satisfaction API to create new topics and forces folks to enter troubleshooting information. A very crude draft spec can be found here:
https://wiki.mozilla.org/User_talk:Rtanglao/TB3NewSupportTopicWizardPrototypeDesign

INTERIM SOLUTION for this feature request bug:
Javascript popdown/lightbox that is triggered at via our GS "Head Tag" and "Header HTML" customization at:
http://getsatisfaction.com/mozilla_messaging/admin/customization
via this URL (and not triggered at other getsatisfaction.com URLs):
http://getsatisfaction.com/mozilla_messaging/topics/new
with text like:
"STOP! A gentle reminder, please fill in your TB version, Operating System,
email provider, etc.. It's tedious but it helps the community support you faster"

Finally, I have asked the Get Satisfaction folks if there are any technical limitations and they replied that there aren't any:
http://getsatisfaction.com/getsatisfaction/topics/javascript_customization_limitations_for_head_tag_customizations
Severity: normal → enhancement
Assignee: nobody → sancus
This is pretty straightforward since they have jQuery included on this page already, so it's really just a matter of designing the popup and then just .show()ing it.

Would be nice to keep the popup looking consistent with their login popup.
Please use this text:
Hi!
Before submitting your Get Satisfaction topic:
In order to provide the best possible comments or advice and to save
time, please make sure  your topic includes:
<b>your OS (Windows XP? Windows 7? Mac OS X Snow Leopard?, Ubuntu?), Thunderbird version, what
version of Firewall and Anti-virus if any,
what you did, what you expected, what happened,  exact error messages
and any other relevant details in the <a
href="https://wiki.mozilla.org/Thunderbird/Support/GetSatisfaction/README">README</a>
mentioned below</b>

Thanks!
...Thunderbird Support Community
after experimentation in hawaii decided that just a text only passive "do-nothing" popup is too obnoxious. Therefore, we are going to prototype a popup that allows you to click on OS, TB version, Anti-virus, mail provider and add it the content of the support topic

Comment 4

7 years ago
Yes, a funnel to improve quality would be VERY positive. recent examples of sub-par topics that would be helped are:
http://getsatisfaction.com/mozilla_messaging/topics/thunder_bird_page_comes_on_blank
http://getsatisfaction.com/mozilla_messaging/topics/no_mail-yf8jc


Adding to comment 2...

The topic title should be a statement of the problem, not some vague description, a cute play on words, nor a mere expression of dissatisfaction [1]. Those types of topic titles tend to get ignored by volunteers, and I am one of them for two reasons: 
1. there's at least a 50-50 chance I'm not going to have an interest in the subject material once I see it, and reading topics that don't interest me is  time wasted where I could have helped in another topic
2. these posting tend to have a higher percentage of low quality detail compared to those topics which have a useful topic summary. So steering the poster's thought process in a useful direction should help build quality in other areas of the posting

There are also many non-english postings - which are perhaps fodder for another bug?

xref http://getsatisfaction.com/getsatisfaction/topics/automatic_review_of_posting_rules_for_first_timers-ihswq 

[1] 5% of posts have poor topic titles, via spot checking the first 100 of http://getsatisfaction.com/mozilla_messaging/topics - these include
http://getsatisfaction.com/mozilla_messaging/topics/a_question_from_colombia
http://getsatisfaction.com/mozilla_messaging/topics/no-12e8pa
http://getsatisfaction.com/mozilla_messaging/topics/thunderbusted
http://getsatisfaction.com/mozilla_messaging/topics/wondering-14lrr3
http://getsatisfaction.com/mozilla_messaging/topics/your_new_versions_are_frustrating
I don't remember if we fixed this or not, but don't need this bug anymore!
Assignee: sancus → nobody
Status: NEW → RESOLVED
Last Resolved: 4 years ago
Resolution: --- → FIXED
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