For the past few months the mobile team has been working on refocusing the WordPress App to provide a closer-to-coreCore Core is the set of software required to run WordPress. The Core Development Team builds WordPress. experience. As part of this effort, we saw an opportunity to rethink how we handle support for the WordPress mobile apps and the outcome of this was the new forum for the WordPress app: https://wordpress.org/support/forum/mobile/.
The problem this solves
For the past few years, WordPress.comWordPress.com An online implementation of WordPress code that lets you immediately access a new WordPress environment to publish your content. WordPress.com is a private company owned by Automattic that hosts the largest multisite in the world. This is arguably the best place to start blogging if you have never touched WordPress before. https://wordpress.com/ Happiness Engineers have been providing support for the WordPress app, including support for self-hosted users. Tickets submitted via an in-app support flow routed to a private queue that WordPress.com Happiness Engineers can reply to.
Separate from the in-app support flow, dedicated WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ support forums previously existed for the Android and iOSiOS The operating system used on iPhones and iPads. WordPress apps. These forums were closed as part of an effort to retire older and infrequently used bbPressbbPress Free, open source software built on top of WordPress for easily creating forums on sites. https://bbpress.org. installations. As most users were going through the in-app support flow for help and the mobile forums were rarely used, it wasn’t deemed necessary to migrate the forums to the newer forum setup on WordPress.org.
With the effort to remove all WordPress.com and Jetpack dependencies from the WordPress app, it no longer became appropriate for support requests to only be routed to WordPress.com Happiness Engineers. The mobile team revisited the current in-app support flow to figure out where users who are looking for help can be best served.
The new vision for support
In the spirit of providing a closer-to-core experience, from WordPress mobile app v22.0 onward, all users will now be directed to the new forum to get help in public from the WordPress community.
We created the new forum as the best resource to get support for the WordPress mobile apps. By guiding users to the dedicated forum to get help, we bring the WordPress mobile apps in alignment with the way core WordPress software handles support.
How did we make this happen
The WordPress community made this happen through collaboration in the Support Team discussion channel in SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. and MetaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. TracTrac Trac is the place where contributors create issues for bugs or feature requests much like GitHub.https://core.trac.wordpress.org/. tickets such as https://meta.trac.wordpress.org/ticket/6686.
A big thank you to everyone involved in this initiative to provide better and more open support to the WordPress app.