625884 - Send out a notification to users who don't get any responses

Status: RESOLVED INCOMPLETE

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

Description

[[:Cww]]

A common cause of questions getting unanswered is that they were poorly phrased/unclear/difficult to answer.  Another problem is that users who don't get any acknowledgment of their questions can get pretty frustrated.

We should email users if their question hasn't gotten ANY responses after 5 (?) days with a message that touches on the following:

* SUMO is volunteer/community-powered so unfortunately some questions just don't get answered
* You should try some common troubleshooting steps: clear cookies/cache, clean install, safe mode, restart computer.
* You should search our KB for help as many common questions are documented in detail there.
* You can increase your answer rate by providing more details such as: extensions, steps to reproduce, how often this happens, specific URLs, the results of the above troubleshooting steps, about:support info.
* If you managed to solve or work around the problem already, please let us know how it happened so that other Firefox users can benefit.

(Exact copy to come later.)

Comment 1

[Andrew Truong [:feer56] [:andrewtruong] [:atruong]]

Cheng, I think that you make a great point but this bug is more than 2 years ago, have we made a discussion on the contributor forums for ideas around this?

Comment 2

[Ricky Rosario [:rrosario, :r1cky]]

There have been many discussions around this. If we decide to do something, we should file a new bug.