996147 - Create a page explaining why a user might have received an email from Firefox Accounts

Status: RESOLVED WONTFIX

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

Description

[Chris Karlof [:ckarlof]]

Firefox Accounts sends users emails in two places: during account creation to verify the user controls the email address, and during password reset. We want to include a link to SUMO in these emails to provide concerned users more information, but as far as I know, we don't yet have an appropriate SUMO page to link to.

See Bug 982122, in particular https://bugzilla.mozilla.org/show_bug.cgi?id=982122#c14

Comment 1

[Verdi [:verdi] Best to slack me]

What information are would we be trying to convey here? What would people be concerned about since we send them emails in response to their actions? If that information is important for people to know, my suggestion would be to include it in the email or in the process that generates the email. Putting it in a sumo article linked from the email will ensure that almost nobody gets this information.

Comment 2

[Chris Karlof [:ckarlof]]

Inviting our UX designers to share their POV here.

Comment 3

[Verdi [:verdi] Best to slack me]

If this about the email being automatically generated https://bugzilla.mozilla.org/show_bug.cgi?id=982122#c12

Then we might try to use something similar to what we use when we email you about a crash:
"P.S. This message was sent by one of our friendly Mozilla email bots.
Please don't try to reply — they're terrible at receiving email.
Instead, you can give feedback directly to our Firefox developers (real
people) at our Input site."

So for this we might say:
P.S. This message was sent by one of our friendly Mozilla email bots.
Please don't try to reply — they're terrible at receiving email. If you need help, please visit Mozilla Support.

Comment 4

[Verdi [:verdi] Best to slack me]

(In reply to Verdi [:verdi] from comment #3)
> P.S. This message was sent by one of our friendly Mozilla email bots.
> Please don't try to reply — they're terrible at receiving email. If you need
> help, please visit Mozilla Support.

And we can link "Mozilla Support" to https://support.mozilla.org or if you want something specific to Sync the link could be https://support.mozilla.org/kb/how-do-i-set-up-firefox-sync

Comment 5

[John Gruen [:jgruen]]

Users might hit this page if: 

1. They forget they created a Firefox Account and don't know why the received an email.
2. Someone else attempted to create a Firefox Account using their email address to initiate the process. 

Case 1 is fairly innocuous, but case 2 would likely be slightly more troubling to a user. I think this page should proceed as follows: 

1.  Reminder of what you [might have] signed up for + what FxA is.
2.  If you didn't sign up there's no need to worry because: 
2A. No account has been created for you.
2B. The attempted account creation was mostly due to a user incorrectly entering their email address.
2C. We have security measures X,Y,Z, in place to ensure privacy. Mozilla <3s privacy.
3.  If we can, maybe a button to report specific abuse or something.

How does this sound to people?

Comment 6

[Verdi [:verdi] Best to slack me]

(In reply to John Gruen from comment #5)
> I think this page should proceed as follows: 
> 
> 1.  Reminder of what you [might have] signed up for + what FxA is.

The reminder part is in the email.

> 2.  If you didn't sign up there's no need to worry because: 
> 2A. No account has been created for you.

This is taken care of by "no action necessary" line.

> 2B. The attempted account creation was mostly due to a user incorrectly
> entering their email address.
> 2C. We have security measures X,Y,Z, in place to ensure privacy. Mozilla <3s
> privacy.
> 3.  If we can, maybe a button to report specific abuse or something.

I'm not trying to put up roadblocks (it's easy enough to draft an article). I'm trying to understand why it's better to put this remaining information in a support article instead of the email that someone is already reading?

Comment 7

[Ryan Feeley [:rfeeley]]

Late to the party, but how about something like this:

CURRENT:
If you received this email in error, no action is required.

PROPOSED:
If you received this email without requesting it and suspect abuse, please <a>report it</a>.

The link could lead to this page:

img. Firefox Logo
h1. Report Suspicious Activity
p. Have you ever signed up for a Firefox account which is used for service like browser syncing and backup with the email address [e-mail]?
r1. Yes
r2. No
b. Submit

Radio button 1 leads to to page:

h1. Thank you for reporting this. We have made note of where the original request came from and flagged it as abusive.

Radio button 2 leads to to page:

h1. So I guess it's not abuse then is it hmmmm?

Comment 8

[Joni Chan]

Hi, a new article isn't needed as far as I can tell. If we need a general "what is Firefox Accounts" page, we now have this: https://support.mozilla.org/kb/how-set-and-use-firefox-accounts-mozilla-services.