Monthly Archives: May 2009

Making the Live Chat experience even better

Posted on May 28, 2009 by Matthew Middleton

As the Live Chat community on SUMO (support.mozilla.com) continues to grow, we are working on ways to make the experience even better for Firefox users and for our community members. Live Chat allows us to chat directly with users of … Continue reading →

Posted in Live Chat | 6 Comments

about:sumo – May 2009

Posted on May 28, 2009 by Chris Ilias

NOTE: This is the blog version of our about:SUMO newsletter. To subscribe to the email version, sign up using the online subscription form. about:SUMO Welcome to about:SUMO — a digest of news from Mozilla’s support world! With this being the … Continue reading →

Posted in about:sumo | Comments Off

Let’s publish a Firefox Manual!

Posted on May 27, 2009 by David Tenser

Wouldn’t it be nice to have a Firefox manual that could be read as a physical book or directly on the screen? Well, guess what: it already exists and even better, it’s completely free! The FLOSS Manuals Project is changing … Continue reading →

Posted in General | Tagged , , , | Comments Off

Firefox 3.5 Support knowledge base status update

Posted on May 22, 2009 by Chris Ilias

It’s been a while since our last post about updating the knowledge base for Firefox 3.5. It’s especially a good time to get involved, now that Firefox 3.5 development is getting close to a release candidate. We’ve already made great … Continue reading →

Posted in Contributor News | Comments Off

Rolling out with a new search engine (SUMO 1.0.2)

Posted on May 18, 2009 by Cheng Wang

Last Friday, SUMO came out with a brand new search engine. Previously, we’d been using Google to do searches of the knowledge base but this new search engine (based on Sphinx) allows us to get a better control over how … Continue reading →

Posted in Uncategorized | 2 Comments

Minutes of weekly SUMO meeting 2009-05-18

Posted on May 18, 2009 by David Tenser

Sumo Weekly metrics Last week’s weekly support issues Data is still being collected, but sqlite corruption issue (and tag in Live Chat) looks like the most common specific issue 3.0.11 will have a new version of sqlite and will hopefully … Continue reading →

Posted in Meetings | 2 Comments

Firefox support wants your feedback… it’s survey time!

Posted on May 15, 2009 by Cheng Wang

As we constantly try to improve the support experience for both Firefox users and the wonderful contributors who help them, it’s good to take time to see how we’re doing. As such, we just launched a series of surveys asking … Continue reading →

Posted in Announcements, Contributor News | 3 Comments

SUMO — Part of Mozilla’s periscope

Posted on May 13, 2009 by David Tenser

I wanted to share a good example of how Firefox Support wasn’t just launched to fill the support need of our 270+ million Firefox users, but also to allow us to quickly discover new or emerging issues and escalate them … Continue reading →

Posted in General, Live Chat | Tagged , , | 1 Comment

Subscribe to the SUMO newsletter

Posted on May 13, 2009 by Chris Ilias

about:SUMO the SUMO newsletter is coming! You can subscribe now. If you are not actively involved in SUMO, but are still interested in knowing what is going on in the SUMO world, this is a great way to keep in … Continue reading →

Posted in about:sumo | 4 Comments

Continuing to listen to Localizer feedback

Posted on May 12, 2009 by Chris Ilias

We have been meeting individually with active Support localizers to get their feedback and look at ways we can improve SUMO for them. In the latest update to SUMO, we were able to implement many website software changes that addressed … Continue reading →

Posted in Discussions, Localization | 4 Comments