Monthly Archives: January 2008

Live Chat Helper Approvals – Take 2

Posted on January 30, 2008 by Majken "Lucy" Connor

I posted earlier about our system for doing Live Chat approvals. Unfortunately this fell apart for two reasons. First being, I’m the only one who can flip the switch on accounts. Second being, most new helpers were coming around after … Continue reading →

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Minutes of Weekly Meeting 1/28

Posted on January 28, 2008 by David Tenser

Sumo Weekly metrics [1] Significant increase of traffic the last couple of weeks, due to the mozilla.com Support link for en-US Top 3 search result is Thunderbird — also due to the mozilla.com Support link. Need to do something about … Continue reading →

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Making Knowledge Base article requests

Posted on January 25, 2008 by Jason Barnabe

The Knowledge Base (KB) is the front line of support.mozilla.com. As shown by the prominence of the search box on the front page, we want users to try to searching the Knowledge Base before anything else. One of the ways … Continue reading →

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Live Chat Helper Approvals

Posted on January 16, 2008 by David Tenser

For those of you not yet familiar with the new Live Chat software, we have it set that while everyone can sign up for an account to help, only people who have been approved can actually take questions from users. … Continue reading →

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Forum Traffic Is Up, How You Can Help

Posted on January 13, 2008 by Jason Barnabe

With the “Support” header on the US English version of mozilla.com now pointing to support.mozilla.com, the Firefox Support Forum has seen its numbers jump quite a bit; on Friday, we got about 70 questions posted. I’d like to thank cor-el, … Continue reading →

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Minutes of Weekly Meeting 1/7

Posted on January 8, 2008 by David Tenser

Here are the meeting minutes of yesterday’s SUMO meeting — our first meeting of 2008. Sumo Weekly metrics [1] Live Chat launch was digged, causing a significant traffic increase. In-product Help Plan is to move forward with the in-product help … Continue reading →

Posted in Meetings | 4 Comments

Firefox 3 Help Documentation?

Posted on January 4, 2008 by David Tenser

As we’re getting a better overview of what to expect with the upcoming Firefox 3 release, it’s time to decide what end-user documentation we want to include in all locales. In Firefox 2, there is an in-product help available (Help … Continue reading →

Posted in Discussions | 7 Comments

45% Complete

Posted on January 3, 2008 by David Tenser

Thanks to Ehsan Akhgari, Jason Barnabe, David Baucum, and Steve England, we are making steady progress with the Knowledge Base! Of the original 33 articles, 15 have already been written. That means 18 articles left to be written: 399520 – … Continue reading →

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