861432 - [AAQ Flow] Add Firefox OS and Marketplace

Status: RESOLVED FIXED

(support.mozilla.org :: Questions, task, P2)

Description

[Ibai Garcia [:ibai]]

We need to add FxOS and Marketplace to the AAQ flow.

Designs and decision tree to follow.

Comment 2

[Ibai Garcia [:ibai]]

Bram's proposal is to start with 3 basic categories:

1- Something is wrong/fix problems
2- Customize controls and settings
3- Firefox Marketplace apps and payment

We should match the articles that we promote on each of this steps to the following (same order):

1- Fix slowness, crashing, error messages and other problems
2- Customize controls, options, settings and preferences
3- Download and install apps

Once we have the new FxOS taxonomy we can reevaluate this basic topics. 

After talking to Patrick, for now, we are not enabling the direct escalation to Zendesk through the AAQ flow. Meaning, if users have a problem with payments, they need to escalate to their carrier. We should create an article that covers that and it's promoted in the Firefox Marketplace path.

Michelle, Patrick..does this work for you?

Comment 3

[Patrick McClard;pmcclard]

That works for me.

Comment 4

[Ibai Garcia [:ibai]]

I think that we are good to go with this as a first pass.

We need the icon for the product. If we don't have anything better in time, let's use the regular Firefox icon and change it afterwards.

Comment 5

[Joshua Smith [:joshua-s]]

I am pretty sure that the icons are the same for Firefox OS and Desktop Firefox.

Comment 6

[Ibai Garcia [:ibai]]

Joshua..you are correct. we are looking to have an image (not necessarily the Firefox OS icon) that helps differentiate one from the other.

Comment 7

[Michelle Luna]

Hi,

This works for me to have just three categories, I think I'd like them to match the wording of the final topics.

I'd like to also play with a small form to request the user to tell us what device they are using in the question/system details. 

Thanks!
Michelle

Comment 8

[Ibai Garcia [:ibai]]

Matching the wording should be ok. Let's go with that to keep consistency with the rest of the products.

I'm opening a different bug for the device.

Comment 9

[Ricky Rosario [:rrosario, :r1cky]]

I can't tell if this is this fully decided and defined?

Are we adding two new products or just FxOS?
What topics do we list for each?
Are the topics in Comment 2 for both products?
Are we sending users to the form that submits to zendesk?

Comment 10

[Ibai Garcia [:ibai]]

Ricky:

We are just adding Firefox OS. Marketplace it's just a component of it.

We will have this 3 categories as the Topics:

1- Fix slowness, crashing, error messages and other problems
2- Customize controls, options, settings and preferences
3- Download and install apps

And all of them land into the forum. No Zendesk. For direct 1:1 support, end users need to call their carrier or contact the phone manufacturer.

Comment 11

[Ricky Rosario [:rrosario, :r1cky]]

Ah, I think I get it now thanks! Should be easy~ish. It is mostly (only?) question_config.py changes. Based on that I think this is 1pt.

Comment 12

[Rehan Dalal (Inactive)]

Landed:
https://github.com/mozilla/kitsune/commit/118469d462cd4464e936175461471dc586782b6b

Pushed to prod by me, right now

Comment 13

[Ibai Garcia [:ibai]]

The copy on this bug wasn't respected when landed into code: 

In the file apps/questions/question_config.py in line 141 we pushed:

+                'name': _lazy(u'Customize controls, options and add-ons'), 

As per comment 10, it should be:

+                'name': _lazy(u'Customize controls, options, settings and preferences'),

Add-ons don't exist in Firefox OS.

Thanks!

Comment 14

[Michael Cooper [:mythmon]]

:Ibai: I filed https://github.com/mozilla/kitsune/pull/1439 to fix the text issue. Does that look right?

Comment 15

[Ibai Garcia [:ibai]]

Mike! That's perfect. Thanks for the quick fix!

Comment 16

[Michael Cooper [:mythmon]]

Landed in: https://github.com/mozilla/kitsune/commit/910bc0c2a1a79b24a6f7b3728d65350f8750d741

Comment 17

[Michael Cooper [:mythmon]]

I just pushed this to prod.

Comment 18

[Ton [:Tonnes]]

For some reason, tapping the https://support.mozilla.org/en-US/questions/new link from the FF OS FAQ article when using a GP Keon points to a 404 / Page not found message, while it does work for desktop and Android. As Andrew pointed me to this bug, the question is whether or not this is related?

Comment 19

[Ibai Garcia [:ibai]]

Ton...what article?

We hide these 2 products until launch...and they shouldn't work.

Comment 20

[Ton [:Tonnes]]

The article is https://support.mozilla.org/en-US/kb/firefox-os-faq . The issue is that the AAQ link obviously depends on the client (its result that is). Shouldn’t it be disabled for any browser?

Comment 21

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

If you also go to support.mozilla.org on the geeksphone, click AAQ on the sidebar, you get the same issue.

Comment 22

[Ibai Garcia [:ibai]]

I see now. 

This will be fixed soon when we make it live again. Although unfortunate, I don't think that we should invest time on finding a workaround for the time being.

Thanks for reporting though.