I see supports tickets on Twitter for @firefox. Why not #firefox also?

SUMO
#1

Hi,

I see supports tickets on Twitter for people tweeting @firefox. Why are the #firefox and #moziila hashatags not monitored and handled also? I think pople who tweet mad things with the #firefox hashtag should feel like somebody is looking into their problem like it does with tweeting @firefox.

An example https://twitter.com/issyvicki/status/880091224568324096

Meanwhile the replies seem to be more support related stuff https://twitter.com/firefox/with_replies

I also added #mozilla since a lot of people still mix up Firefox and Mozilla and don’t know which is the organization and which th browser.

Hope I posted to the right Discourse category :smiley:

I do not have a Twitter account.

Andrei

#2

Hi Andrei,

Thank you for posting. We are currently using Reply by Buffer to respond to tweets by users. At this moment, we are trying to respond to as many tweets as we can but also responding to our users with quality over quantity. We currently have a small group of contributors for Reply and at this moment, I, along with a few others are doing the best we can - we are contributors.

The example you provided from issyvicki is one with history - due to the nature that this is a public channel, I will not go into detail. However, as I looked back into the history and interaction with the user, we have tried to reach out to them. An example of that can be found here: https://twitter.com/firefox/status/862752389333385216. At this moment, the threads that we have with the user are all now closed and we are not intervening due to prior history.

I’ll forward your post to our SUMO community manager. If you are interested in assisting us with Reply, let us know - she’ll reach out to you with next steps to get you started.

Cheers,
Andrew

2 Likes
#3

I do tech support on reddit. Can I help out on Twitter also?

#4

sure :slight_smile:
https://wiki.mozilla.org/Support/Social

1 Like
#5

Cool! I sent an email.

#6

It’s been 3 days and I got no reply from sreed@ :frowning:

#7

HI @andreip
I am very excited for your interest in the Mozilla Social Support Program. We are actually in the process of updating that wiki page, so expect a few updates this month. Madalina is a Project Manager for Support and she is awesome. I will be helping her out with Social this year. Sierra is also a super start in the Marketing Communications department and also a leader in this program.

There are a few changes that are happening due to the limitation of licenses - we have asked for more, but in the meantime we are going to be cycling through them based on activity and participation. This makes the need for figuring out how to get new users in the tool.

At the end of July some notifications will go out to inactive users for the tool itself.

In the the past day or two there has been an initiative around some tips for what to do in the meantime. There are a few was that you can help in the meantime:

  • Answering questions in the forums, support.mozilla.org.
  • Taking a look at examples of tweets and facebook comments and bringing them to the irc channel to collaborate with SUMO on

These show easy contributions, as well as initiative and activity. And it creates an example of alignment for some of the guidelines for responding as Mozilla Brand.

Let me invite you to sign up in support.mozila.org and join the irc channel Kiwi IRC link to irc.mozilla.org/#sumo

#8

I’m very interested in contributing support with Buffer Reply. I’ve reached out to both Sierra Reed and Rachel McGuigan, but haven’t heard from them yet. Please help?

#9

Hi Arun,

I believe Rachel has already gotten you started. Could you confirm?

Thanks!

#10

Yes. Thanks though, Andrew!