799675 - [tracking][Q4] Add beta feedback and support tools

Status: RESOLVED FIXED

(Marketplace Graveyard :: Consumer Pages, defect, P1)

Description

[Wil Clouser [:clouserw]]

This is a Q4 goal!

wakka wakka wakka

Comment 1

[David Bialer [:dbialer]]

Today - there are 3 feedback mechanisms in marketplace
click to email dev support
click to visit developer website
report abuse (which gets reported to us and in dev dashboard)

Additionally, I attached the Support PRD.  It specifies 4 SUMO mechanisms that need implementation.  Sorry this was written a while ago, so not in user story format.


REQ-USER-GEN-012	Developer Support Email (for developers)	Support email for developers.  Encouraged to use community first.  This should be for operational issues only (non-technical issues).	9/17/2012	This is really a Dev Ecsosystem support area – but for operational issues, not technical help (assume this is covered elsewhere?)

REQ-USER-GEN-013	Developer Forum	Peer support on everything.	9/17/2012	This should be hosted on DevHub., MDN, or elsewhere.  Just making sure it is covered.

REQ-USER-GEN-014	List of Developer Contact Info from DevHub.	Make developer support email addresses available from the help desk. Form email.  Should be searchable by app name, author, description.	9/17/2012	User selects developer name and form email can be sent.  This is a referral method that should be in the HelpCenter.

REQ-USER-GEN-015	Developer Support site list (available on HelpDesk)	List of support sites available as a link from Helpdesk.  Search by name, author, description.	9/17/2012	This is gathered from available app list.  These are links from the Help Center.


Basically, we need to put in SUMO a searchable list of developers with support email and support website that they registered.

Comment 2

[Wil Clouser [:clouserw]]

David - can you expand on comment 1?  I read the spec.  There is a lot to go through on there and I suspect jsocol will have plenty of feedback, however, I'm mostly interested in what needs to happen for Q4.  Assuming it's 012-015, can you give more detail about what those are?  In the spec is fine, but "Developer Forum, peer support on everything," for example, just isn't clear to me.

Comment 3

[David Bialer [:dbialer]]

Most of this has to do with SUMO, but requires them to pull in App support info.

12 - we need a way of support developers for questions related to payments, purchasing, problems when they try to enable or collect payments.  Non-technical support as we will need to have this for purchase/payment issues.  Will follow up with Ibai as we will need an email address so that devs can reach us.  

13 - SUMO plan is have developers be able to offer community support on their product via MDN  https://support.mozilla.org/.  Part of the support plan that they have.  I will follow up with Ibai to see how it will be done.  Assign to me.

14-15 - There should be a page on SUMO for marketplace where users can search by app or dev, or see a sorted list of devs/apps and get support contact info.   

This is the quick help sheet to find the right support for an app.

This should be accessible from the Firefox Help for Marketplace (which doesn't seem to exist - but should when I click the Get Help Link in the Settings->Feedback tab).  I think the work item is for there to be a App Help page where a user can browse by app or developer, and search.  Results would be the dev email and support site they enter in Dev Hub.

Comment 4

[Wil Clouser [:clouserw]]

I'd like to get all the SUMO stuff into a SUMO tracker and get you and James talking about it.  This bug should be focused on marketplace.

Regarding the last paragraph, a Get Help link that goes to a new view of browsing the apps you've bought?  Wouldn't that just be the "apps" tab which lists the apps you've bought, and then clicking through takes you to the detail page, which has the support buttons anyway?  Maybe a meeting (with UX?) would help?

Comment 5

[James Socol [:jsocol, :james]]

This is the first I've heard of most of this. Please include me in these conversations, as my team is responsible for actually building this stuff.

12 is, AIUI, handled by ZenDesk, unless that's changed.

13 is unclear, does it mean SUMO or MDN?

14-15 is new, I hadn't heard of that and it's not on our Q4 roadmap at all. Let's please get together quickly, if we need to change our engineering plans.

In comment 1, there are lots of references to DevHub, "Help Desk" and "Help Center" (I don't know what the latter two mean) and it seems like a lot of confusion over where things live. Would it help to get Ibai, Fred Wenzel, and me on a call to figure some of this out?

Comment 6

[David Bialer [:dbialer]]

Attachment: Support 1 page description

Comment 7

[David Bialer [:dbialer]]

Hi James - added the support 1 pager that Ibai made.
12 - I don't know what AIUI is.  I am new to this terminology, and as you point out, may be Zendesk.   Refers to the dev email support in bottom part and the requirement is a secure (or at least non-public) means of talking to support when payments and other private information is discussed.
13 - refers to community based in the diagram.  The plan, as I understand it, is to encourage developers to use these community forums as a means of support for their product.  A future vision, is to have a hosted system for dev support sites.
14 - 15 - this is new.  Perhaps, as Wil points out, redundant.  Just seems like a convenient place to get support if you don't have the app catalog in front of you on a device, and come to the support from the desktop.  Let's discuss this, perhaps not needed or we can wait on feedback to see if needed. 

Happy to discuss as I am not that familiar with support, MDN, and community and those that need to be in on this.  I assumed that Ibai is the main person, and think he is on top of these.

Comment 8

[Maria Sandberg [:mushi]]

I agree with what Wil said in the meeting today, if we could separate the SUMO parts from the Marketplace parts that would be helpful. 

When it comes to requirements that affect the Marketplace (developer facing or consumer facing) please include UX.

Comment 9

[:ibai]

It looks like we are talking about a lot of different pieces here.

12- This has no requirements for the SUMO-Dev team. It will be from the DevEcosystem support page. It will be enough as an email pointing to our Zendesk account. It hasn't been decided that Developer Support (support content for developers) will happen in SUMO so nothing should be required in this platform.

13- This doesn't require additional development. Developers can go to SUMO and search for references to their apps. We can polish this with developers feedback on what they need to make their experience better. In Q4 we will be working on multi-product support that will also simplify this experience.

14-15: As with the rest I'm not sure if I'm understand it properly. For users to contact developers they will do it from the App page in the Marketplace. This is the experience that other stores offers and should be enough (Maria?). This is already implemented. In SUMO we can create an article explaining how to contact the developer, I don't think that creating an aggregation page will be that useful.

If I'm not missing anything, I will mark this bug as WORKSFORME.

Comment 10

[Maria Sandberg [:mushi]]

(In reply to :ibai from comment #9)
> 14-15: As with the rest I'm not sure if I'm understand it properly. For
> users to contact developers they will do it from the App page in the
> Marketplace. This is the experience that other stores offers and should be
> enough (Maria?). This is already implemented. In SUMO we can create an
> article explaining how to contact the developer, I don't think that creating
> an aggregation page will be that useful.

Yep, totally agree.

Comment 11

[Wil Clouser [:clouserw]]

David - can we close this bug?

Comment 12

[David Bialer [:dbialer]]

Close it!  Good feedback.  Thanks.