Support Forum
Topic for any articles related to support forum contribution.
Mozilla Support rules and guidelines
Rules and guidelines for using the Mozilla Support site.
How to contribute to the Support Forum
Learn how you can help users of Firefox and other Mozilla products by answering their support questions
Firefox for Android for Support Forum Contributors
Support Forum Contributors training for Firefox for Android
Firefox for Android (Android Studio Emulator)
Support Forum Contributors training for using Firefox for Android in the Android Studio Emulator
Answering questions on the Support Forum
Answering community Support Forum questions
Escalation Guidelines
Escalation Guidelines for referring support forum questions to the Mozilla Helpdesk
Firefox Support troubleshooting guide
Guide for support forum contributors, documenting troubleshooting techniques used to solve some of the issues frequently asked in the Firefox Support forum.
Forum Moderation Guidelines
Guidelines for support forum moderators
Angry User Training
This training includes some useful tips and helps you to provide excellent support for angry, frustrated and difficult users. We call it Defusing the Bomb.
Evaluating a Solution in the Forum
This will go through the logic on how to draw a forum question or a support question to its conclusion.
How to answer escalated questions
Gives instructions on how to answer escalated questions in the Mozilla support forum - for a beginning contributor
How to navigate and use the support forum platform
How to use the support forum as a contributor
Customer Service Contributor Forum Skills
Customer Service Take aways
Best practices for answering questions in the Support Forum [Edits welcome!]
These are some questions that new contributors commonly have about answering questions in the support forum.
How to obtain a shortened mzl.la link
This article explains how to obtain a shortened mzl.la link
Support forum - Find support answers
Learn how to find answers to support questions
Support forum - Offtopic and duplicate questions
What to do with offtopic and duplicate questions?
Support forum - How to follow up
Learn how to follow up on an issue
Support forum - How to escalate
Learn how to escalate an issue from the support forum
Support forum - Post replies
Learn how to post replies to support questions
Contributors guide on Firefox advanced customization with CSS
What you need to know about Firefox customization with the userChrome.css file and how to help users get more help or revert their changes.
Firefox for iOS (Xcode Simulator)
Support Forum Contributors training for using Firefox for iOS in the Xcode Simulator
