Answering questions on the Support Forum

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Don't worry, you don't have to be an expert to make a difference. Most questions are already answered by a <a href="/contributors/most-visited">Knowledge Base article</a> and you can post a link. Forum participation guidelines are covered in the <a href="/en-US/kb/mozilla-support-rules-guidelines">Mozilla Support rules and guidelines</a> article. If you have questions about the support process, just ask us in the <a href="/forums/contributors">SUMO community discussions forum</a> or in the <a href="https://chat.mozilla.org/#/room/#SUMO:mozilla.org">SUMO Matrix room</a>. </p><p>Below are some tips on becoming a question-answering pro. </p> <div id="toc"><h2>Table of Contents</h2><ul><li class="toclevel-1"><a href="#w_finding-questions"><span class="tocnumber">1</span> <span class="toctext">Finding questions</span></a></li><li class="toclevel-1"><a href="#w_finding-answers"><span class="tocnumber">2</span> <span class="toctext">Finding answers</span></a></li><li class="toclevel-1"><a href="#w_doing-investigation"><span class="tocnumber">3</span> <span class="toctext">Doing investigation</span></a></li><li class="toclevel-1"><a href="#w_posting-replies"><span class="tocnumber">4</span> <span class="toctext">Posting replies</span></a></li><li class="toclevel-1"><a href="#w_following-up"><span class="tocnumber">5</span> <span class="toctext">Following up</span></a></li><li class="toclevel-1"><a href="#w_getting-help"><span class="tocnumber">6</span> <span class="toctext">Getting help</span></a></li><li class="toclevel-1"><a href="#w_duplicate-questions"><span class="tocnumber">7</span> <span class="toctext">Duplicate questions</span></a></li><li class="toclevel-1"><a href="#w_off-topic-questions"><span class="tocnumber">8</span> <span class="toctext">Off-topic questions</span></a></li></ul></div> <h1 id="w_finding-questions">Finding questions</h1> <p>Use the support forum questions list, either for all products or for a specific product forum, to find users who need help. The <a href="/questions/all">All Products</a> questions list includes all Mozilla products where users can ask a support question. If you want to limit the list of questions to a specific product, you can select it from the <a href="/questions">Support Forum home page</a>. </p><p>Pay special attention to <a href="/questions/all?filter=recently-unanswered&show=all">threads that have no replies</a> or where the last poster wasn't another regular contributor (top 10 and top 25 contributors are reported below their usernames). To help you find threads that have no replies, you can also use the <a href="https://addons.mozilla.org/en-US/firefox/addon/sumo-live-helper-/">SUMO Live Helper</a> addon. </p><p><br> If you're answering questions about Firefox or Thunderbird and you're on Mac OS or Linux, watch out for users on the same operating system; they may have questions that Windows users wouldn't be able to answer. </p><p><strong>Tip:</strong> Sometimes, a question is so very common that we have the answers already typed out. You can post one of the available <a href="/en-US/kb/common-forum-responses">common forum responses</a> using the forum reply box "Common responses" tool. </p> <h1 id="w_finding-answers">Finding answers</h1> <p>Rather than trying to figure out the user's problem by yourself every time, first search to see if it's come up before. Try to use the <a href="/contributors/most-visited">Knowledge Base articles</a> before anything else. These articles have been quality-reviewed and have information for all supported systems. Remember, you're not only helping the person who's asking the question, you're helping people who read the thread in the future. </p> <div class="note"><strong>To link to a Knowledge Base article, put the article name within double brackets. [[Diagnose Firefox issues using Troubleshoot Mode]] becomes <a href="/en-US/kb/diagnose-firefox-issues-using-troubleshoot-mode">Diagnose Firefox issues using Troubleshoot Mode</a>.</strong></div> <p><strong>Tip:</strong> You can use the <strong>Post a Reply</strong> box "Insert a link..." tool to find and post links to support articles. Click the "Insert a link..." icon and start typing the article name in the <strong>Link Target</strong> section under <em>Support article</em>. The autocomplete feature should find the article. Select the article from the drop-down list and click <span class="button">Insert Link</span>. </p><p>If the Knowledge Base doesn't have your answers, you can use other sources. Some good ones: </p> <ul><li> <a href="/questions">Forum threads</a> </li><li> <a href="https://bugzilla.mozilla.org/">Bugzilla</a> </li><li> <a href="http://forums.mozillazine.org/">mozillaZine forums</a> </li><li> <a href="https://www.reddit.com/r/firefox/">Reddit forum for Firefox</a> </li></ul> <div class="note"><strong>To link to a <a href="https://wikipedia.org/wiki/Uniform_Resource_Locator">URL</a> (web address), put it within single square brackets, with a space separating the URL from the text. [https://www.mozilla.org/firefox/new/ Download Firefox] becomes <a href="https://www.mozilla.org/firefox/new/">Download Firefox</a>.</strong></div> <p>If you find yourself using external resources, consider adding their information to an existing article or proposing a new article – see <a href="/en-US/kb/about-knowledge-base">About the Knowledge Base</a>. Because this site is the first line of Mozilla support and a Knowledge Base search is the first thing most users will do, having the information in a Knowledge Base article will let the user find the info more easily by themselves. </p> <h1 id="w_doing-investigation">Doing investigation</h1> <p>If you can't find previous cases of the issue happening, here are some tips on figuring out the problem yourself. <strong>Note:</strong> If you need more help investigating Firefox issues, see the <a href="/en-US/kb/firefox-support-troubleshooting-guide">Firefox Support troubleshooting guide</a> article. </p> <ul><li> Consider the user's operating system and version of Firefox or Thunderbird. </li><li> <strong>Please look carefully at the product. For example, questions about Firefox for Android or Firefox for iOS will need different answers than Firefox desktop questions.</strong> </li><li> Take a look at the user's <a href="/en-US/kb/find-and-install-add-ons-add-features-to-firefox">add-ons</a>. In particular, watch for extensions that are known to cause problems. </li><li> Try to isolate the cause of the problem. <ul><li> Does the problem happen on your computer? This is useful for determining whether it's a problem with the user's setup. </li><li> Does the problem happen in Firefox Troubleshoot Mode or Thunderbird Safe Mode? See <a href="/en-US/kb/diagnose-firefox-issues-using-troubleshoot-mode">Diagnose Firefox issues using Troubleshoot Mode</a> and <a href="/en-US/kb/troubleshoot-mode-thunderbird">Troubleshoot Mode Thunderbird</a>. </li><li> Does the problem happen when security software is temporarily disabled? </li><li> For Firefox issues, does the problem happen in another browser, such as Internet Explorer for Windows or Safari for Mac users? If so, it's a problem on the system, not Firefox. </li></ul> </li><li> In case of crashes, see <a href="/en-US/kb/helping-crashes">Helping with crashes</a>. </li></ul> <p>Again, if you find out the solution, consider adding it to the Knowledge Base. </p> <h1 id="w_posting-replies">Posting replies</h1> <ul><li> Be nice. It's not your job to defend yourself, others, or even Mozilla. Users may just be venting because their problems are frustrating. The best thing to do is to help the user get his or her answer. If you feel that a post has crossed the line, report it to a moderator by using the "Report Abuse" link. </li><li> Make a judgment on a user's experience based on their posts. For example, not all users know how to get to about:config. When in doubt, err on the side of explaining more. The <a href="/en-US/kb/about-config-editor-firefox">Configuration Editor for Firefox</a> and <a href="/en-US/kb/config-editor">Config Editor</a> (Thunderbird) articles may be helpful. </li><li> Look at what OS the user is using and tailor your reply to that. For example, Linux users won't have a <span class="filepath">C:\Program Files</span> and Mac users may not be able to right-click. </li><li> For problems appearing after a Firefox update, try first to solve the issue. In case there are no solutions, provide a link to the <a href="/en-US/kb/install-older-version-firefox">Install an older version of Firefox</a> article, if the user insists, and add a warning that older versions are <a href="http://en.wikipedia.org/wiki/Vulnerability_%28computing%29">insecure</a> and can potentially compromise the confidentiality, integrity or availability of personal information. </li></ul> <h1 id="w_following-up">Following up</h1> <p>The answers you give may not be correct, or the user may have some follow up questions for you. In either case, it's useful to both you and the user that your conversation continues. You are subscribed to threads by default, meaning that you will get e-mail notifications whenever someone replies. You may also find <a href="/questions/all?show=all&owner=mine">the list of threads you posted in</a> useful. </p> <h1 id="w_getting-help">Getting help</h1> <p>If you get stuck on a difficult support question, you can use the <a href="/forums/support-forum-contributors">Support Forum Contributors</a> Advanced Troubleshooting forum to discuss difficult questions or to see if other contributors are able to help. The <a href="https://chat.mozilla.org/#/room/#SUMO:mozilla.org">SUMO Matrix room</a> is another place to ask for help. See also <a href="/en-US/kb/support-forum-how-to-escalate">Support forum - How to escalate</a>. </p> <h1 id="w_duplicate-questions">Duplicate questions</h1> <p>If you find that the same user has asked the same question in two or more recent threads: </p> <ul><li> <strong>Add a reply</strong> to the duplicate thread, tell the user that his question is a duplicate of one he recently asked, and include a link to the original thread. </li><li> <strong>Report to a moderator</strong> by clicking "Report Abuse" so that the thread can be locked. </li><li> Moderators: Lock the duplicate thread after adding a reply (do not simply edit the user's post). </li></ul> <h1 id="w_off-topic-questions">Off-topic questions</h1> <p>As a general rule, we should only offer support for the products listed on the <a href="/questions/new">Ask a Question page</a> at the time the thread is opened. Everything else should be considered offtopic (please see <a href="/en-US/kb/mozilla-support-rules-guidelines">Mozilla Support rules and guidelines</a>). </p><p>User posts about Mozilla issues that are not in our power to solve, such as development decisions, will be treated as offtopic. For serious discussion, direct users to an appropriate forum that covers the topic, such as a specific <a href="https://discourse.mozilla.org/">Mozilla Discourse</a> forum. Users who want to share feedback, ideas, opinions or complaints can also be referred to the <a href="https://connect.mozilla.org/">Mozilla Connect</a> website, which can be accessed by selecting the <em>feedback</em> menu item from the Firefox Help menu. </p> <ul><li> <strong>Mark as no need to reply</strong> by selecting the <em>No-need-to-reply</em> tag in the tag picker section from the right side bar of the page. </li><li> <strong>Add a reply</strong> that the forum is for helping users with support questions about products listed on the <a href="/questions/new">main support page</a> only and that we do not provide support for other products or issues. </li><li>If possible, <strong>provide a helpful link or suggestion</strong> For example, refer users with Windows problems to a Microsoft or Windows forum. 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value="pt-BR" >Português (do Brasil)</option> <option value="pt-PT" >Português (Europeu)</option> <option value="ro" >română</option> <option value="ru" >Русский</option> <option value="si" >සිංහල</option> <option value="sk" >slovenčina</option> <option value="sl" >slovenščina</option> <option value="sq" >Shqip</option> <option value="sr" >Српски</option> <option value="sw" >Kiswahili</option> <option value="sv" >Svenska</option> <option value="ta" >தமிழ்</option> <option value="ta-LK" >தமிழ் (இலங்கை)</option> <option value="te" >తెలుగు</option> <option value="th" >ไทย</option> <option value="tn" >Setswana</option> <option value="tr" >Türkçe</option> <option value="uk" >Українська</option> <option value="ur" >اُردو</option> <option value="vi" >Tiếng Việt</option> <option value="wo" >Wolof</option> <option value="xh" >isiXhosa</option> <option value="yo" >èdè Yorùbá</option> <option value="zh-CN" >中文 (简体)</option> <option value="zh-TW" >正體中文 (繁體)</option> <option value="zu" 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