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Support Everything WordPress

Welcome to the official blog for the WordPress Support team.

Need help with a WordPress issue? You can find help with your WordPress problem by posting in the support forums or asking on the #wordpress IRC channel.

Want to get involved?

Answering a question in the support forums or on IRC is one of the easiest ways to get started. Everyone knows the answer to something!

We have a detailed handbook to help contributors learn how to work with the forums and IRC.

Join us January 30 and 31 for Contributor Weekend!

Weekly Meetings

As well as discussing support issues here on the blog, we use Slack for group communication.

Our weekly team meeting is on Thursdays at 16:00 UTC in #forums on Slack.

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  • James Huff 6:22 pm on February 4, 2016 Permalink |
    Tags:   

    February 4th Support Team Meeting Summary 

    WordPress 4.4.2

    While there are no new common issues for 4.4.2 yet, though it would appear that the fix for 4.4.1’s pagination issue didn’t quite hit all cases. Pagination still breaks if a static front page is set with a query to display posts on it, rather than also setting a standard posts page. There is a Trac ticket: https://core.trac.wordpress.org/ticket/35689

    As this is technically an issue introduced in 4.4.1, it has been added to the top of the “Issues Since 4.4.1” list: https://wordpress.org/support/topic/read-this-first-wordpress-44-master-list?replies=7&view=all#post-7857957

    Global Contributor Drive Recap

    The Global Contributor Drive was a success!

    We were joined by 75 volunteers who contributed answers to a total of 800 threads over the weekend, the No Replies queue fell from 28 pages to 7, and then number of members in the #forums channel on Slack increased from around 400 to 554 since we started planning this whole thing.

    Scoring is still underway and expected to be completed today.

    We are interested in revisiting something like this later this year, but probably with no scoring element next time.

    IRC Round 2

    We are taking steps to combat harassment, abuse, and other general concerns in the #wordpress channel on IRC.

    @clorith is working on a bot which can be used to request intervention. The requests will be detailed and appear in the #forums channel on Slack, where more of us will see them.

    We are all encouraged to act on these intervention requests, even without powers. Most of the time, all it takes is someone with a level head to ask the offending party to knock it off and/or remind everyone about the /ignore command.

    We do understand though, that sometimes this is not enough. For a very long time, @clorith has been the only one with powers on IRC (or, at least the only one with powers who’s always there). As of today, we have begun the process of promoting @kenshino and @jdembowski to the same level.

    Support Badges Status

    We are continuing the process of making sure everyone has the right badge, and we have begun to involve our liaisons from the other languages as well.

    The process is totally transparent, and you can see the list in progress at https://docs.google.com/spreadsheets/d/14OHvGf2f3EPwiq58EwQLB3IpCAzTSsqK3kvI3GKDyww/

    New Moderator

    Welcome to the ranks of the Moderator Elite, @geoffreyshilling! Hope you survive the experience!

    Read the meeting transcript in the Slack archives. (A Slack account is required)

     
  • James Huff 8:37 pm on February 3, 2016 Permalink |  

    Agenda for February 4th Support Meeting 

    • WordPress 4.4.2, how’s it going?
    • Global Contributor Drive recap, how’d it go?
    • IRC, what to do? Round 2!

    For any other items to discuss please add them in the comments below, or bring them up in the meeting.

    The meeting will be at 16:00 UTC in #forums on Slack.

     
  • James Huff 5:40 pm on January 28, 2016 Permalink |
    Tags:   

    January 28th Support Team Meeting Summary 

    Support Admin and Moderator Expectations

    By unanimous vote, the Support Admin and Moderator Expectations have been ratified and published at https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/forum-moderator/

    Global Contributor Drive (January 30/31)

    An email similar to https://wordpress.org/news/2016/01/contributor-weekend-support-forums/ has been confirmed received by many meetup leaders in the WordPress Meetup.com system. For details on how the weekend will be run, please see https://make.wordpress.org/support/20-questions/

    We’re going to do our best to make this a fun and fair experience for everyone involved, because we’re awesome like that.

    Meeting Time, now officially 16:00 UTC

    By a vast majority vote, the meeting time is now officially 16:00 UTC.

    Putting out IRC Fires

    Much like the forums, cooler heads will prevail on IRC. No matter how pressing the matter seems, time must be taken to fully review the logs before acting. Acting quickly leads to mistakes which lead to headaches down the road.

    If it ever seems like we’re slow to resolve a complaint on IRC, it’s not that we don’t care, we just have to make sure it’s done right.

    Read the meeting transcript in the Slack archives. (A Slack account is required)

     
  • James Huff 10:52 pm on January 27, 2016 Permalink |  

    Agenda for January 28th Support Meeting 

    • This meeting will be held at a NEW TIME: 16:00 UTC More specifically, how do we feel at this hour?
    • Global Contributor Drive (January 30/31), final updates.
    • Ratify Support Admin and Moderator Expectations, we will vote to publish the wording we voted for last week, which is included below.

    General Guidelines

    • Realize that you are now a face of WordPress.
    • Be polite, even when others are not.
    • Be firm when users are abusing rules, exceptions lead to further abuse.

    Requirements

    • Enjoy supporting the millions of users that need help with WordPress (it’s okay to take a break when you need one).
    • Be active in the general WordPress support forums, not just one specific plugin/theme.
    • Be 18 years of age or older. Though we appreciate your contributions at every age, we’re concerned about potential legal pitfalls.
    • Be responsive when communicated with. With few exceptions, admins must join the #forums Slack channel and attend the weekly meeting when/if possible; moderators should be active in the #forums Slack channel and are highly encouraged to attend weekly meetings.

    FAQ

    • How do I become an admin or moderator? Don’t worry, we’ll notice when you’re awesome, and you’ll get a DM via Slack from an existing Support Team member. Rather than reaching out directly to ask if you can have more powers around here, please let us come to you first.

    For any other items to discuss please add them in the comments or bring them up in the meeting.

    The meeting will be at 16:00 UTC in #forums on Slack.

     
  • Ipstenu (Mika Epstein) 3:58 am on January 24, 2016 Permalink |  

    FYI, plugins are broken again.

    Same issues that were happening two weeks ago…

    tl;dr – we’re not approving ANY new plugins until it’s fixed and if someone has commit problems, please send them to that post and let them know we know, we’re working on it, but it’s drama and we hate it too.

     
  • James Huff 6:47 pm on January 21, 2016 Permalink |
    Tags:   

    January 21st Support Team Meeting Summary 

    WordPress 4.4.1

    We have added “Issues with HTTPS loops” to our master list.

    Support Admin and Moderator Expectations

    The following Support Admin and Moderator Expectations have been approved by vote:

    General Guidelines

    • Realize that you are now a face of WordPress.
    • Be polite even when users are not, everyone has blind spots.
    • Be firm when users are abusing rules, exceptions lead to further abuse.

    Requirements

    • Enjoy supporting the millions of users that need help with WordPress (it’s okay to take a break when you need one).
    • Be active in the general WordPress support forums, not just one specific plugin/theme.
    • Be 18 years of age or older. Though we appreciate your contributions at every age, we’re concerned about potential legal pitfalls.
    • Be responsive when communicated with. With few exceptions, admins must join the #forums Slack channel and attend the weekly meeting when/if possible; moderators should be active in the #forums Slack channel and are highly encouraged to attend weekly meetings.

    FAQ

    • How do I become an admin or moderator? Don’t worry, we’ll notice when you’re awesome, and you’ll get a DM via Slack from an existing Support Team member. Rather than reaching out directly to ask if you can have more powers around here, please let us come to you first. 🙂

    With regards to the meeting attendance requirements, we will start future meetings with a rollcall. If you’re the silent type, you won’t need to say anything besides “here/present/whatever,” but we do encourage you to speak up when you want to share an opinion, agenda item, witty remarks, etc.

    Comments are welcome below. We will be voting to ratify this during next week’s meeting, which will be an hour earlier at 16:00 UTC, see below.

    Badges

    We have voted to adopt the following badge qualifications for the English support community:

    Support Contributor (not-filled-in badge) = You have shown an outstanding commitment to WordPress support and the WordPress Community in general.

    Support Team (filled-in badge) = You have shown an outstanding commitment to WordPress support and the WordPress Community in general, as well as a commitment to participating in the Support Team’s meetings and driving the future of the team.

    This has been added to https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/volunteering-in-the-forums/

    New Meeting Time (16:00 UTC)

    In order to better accommodate incoming international liaisons, we are going to hold next week’s January 28 meeting an hour earlier at 16:00 UTC. Please do your best to attend, I know this will be an hour earlier than the typical work day for many of us in the Pacific timezone, but we have to do something to help the liaisons attend.

    If it helps, the /remind command works in our Slack. For example: “/remind me about .org support meeting at 16:00 every Thursday” (use your local time).

    Global Contributor Drive (January 30/31)

    We will have a post here shortly which we can direct interested folks to, and we encourage you to share via your blog, social media, etc.

    Update: Said post for sharing is now live over at https://wordpress.org/news/2016/01/contributor-weekend-support-forums/ and we also have a page with full details at https://make.wordpress.org/support/20-questions/

    HelpHub

    HelpHub is firing back up for the year. Walk-ins are welcome and encouraged. Agenda posted for the 26th: https://make.wordpress.org/docs/2016/01/21/helphub-meeting-agenda-jan-26-kicking-off-development/

    If you have not heard about HelpHub yet, it is basically a new interface/layer that is aimed to give better documentation support before users come into the forums. The project has already started and is currently about to start the development phase.

    Please attend the meeting if possible. Better HelpHub = Less Support Threads.

    International News

    We were very happy to welcome @zodiac1978 from Germany and @sergey from Russia today.

    Currently, the level of chatter in #forums is a barrier for entry to some, so we’re considering the establishment of a separate strictly no-chatter channel for the liaisons in all languages at least (though everyone will be welcome and encouraged to attend). No decision was made here, we’ll make that separately with the liaisons and report at the next meeting. (Note: For many of us in English support, chatter keeps us sane when things get stressful. We will never discourage chatter in #forums.)

    We determined that badge requirements will need to be handled differently across other language teams. We will also discuss this separately with the liaisons and report at the next meeting.

    Forums Plugin Audit

    Some day, we’ll been on glorious bbPress 2. Until then, we still have some features of our bbPress 1 + Hacks that we know and love which need to be ported into plugins.

    If you’re able to help, or you know someone who is, please ping @clorith.

    Read the meeting transcript in the Slack archives. (A Slack account is required)

     
    • Sateesh 4:36 am on January 30, 2016 Permalink | Log in to Reply

      Hi,

      Can we also add microdata for upcoming WordPress Releases

    • carlosjreal 4:26 pm on January 27, 2016 Permalink | Log in to Reply

      Hi James,

      Can anyone “watch” the weekly Slack meetings? If so what is the Slack sub-domain?

      Thanks,
      Carlos

      • Matthew 4:37 pm on January 27, 2016 Permalink | Log in to Reply

        Anybody is more then welcome to attend the Slack meeting. It is in the #forum channel at 16:00UTC on Thursday.

      • Ifaleke 10:20 pm on January 28, 2016 Permalink | Log in to Reply

        No I have not…But I need help with removing the “choose file” and “submit” button for the upload option…..

    • Remkus de Vries 8:42 am on January 22, 2016 Permalink | Log in to Reply

      If it helps, the /remind command works in our Slack. For example: “/remind me about .org support meeting at 16:00 every Thursday” (use your local time).

      Thanks for that one, James. Won’t miss the next one now. With regards to the badges, why are those currently limited to the English forum only?

      • James Huff 4:27 pm on January 22, 2016 Permalink | Log in to Reply

        They aren’t exactly limited to English-only, we’ve only established the qualifications for English so far.

        As qualifications are different across other language groups, this will be one of the first things we discuss with the liaisons.

  • James Huff 12:35 am on January 21, 2016 Permalink |  

    Agenda for January 21st Support Meeting 

    • WordPress 4.4.1. How’s it going?
    • Support Admin and Moderator Expectations/Guidelines. Vote on wording this week (with the winner posted in the summary), vote to ratify will be the following week.
    • Badges. Determine the qualifications for the filled-in badge vs. the not-filled-in badge.

    For any other items to discuss please add them in the comments or bring them up in the meeting.

    The meeting will be at 17:00 UTC in #forums on Slack.

     
    • James Huff 5:10 pm on January 21, 2016 Permalink | Log in to Reply

      We should also discuss moving the meeting an hour earlier so @imazed can make it, so it’s not too much of a bourdon on @kenshino, and for future international liaisons.

    • Justin Greer 4:04 pm on January 21, 2016 Permalink | Log in to Reply

      HelpHub is firing back up for the year. Walk-ins are welcome and encouraged. Agenda posted for the 26th.

      https://make.wordpress.org/docs/2016/01/21/helphub-meeting-agenda-jan-26-kicking-off-development/#comments

    • Bet Hannon 1:08 am on January 21, 2016 Permalink | Log in to Reply

      Unfortunately, I’ll be taking care of a family thing tomorrow morning, so I won’t be able to join you for the meetup, but we will probably want to remind everyone about the Support GCD (Global Contributor Drive) on Jan 30-31.

      While meetups have been asked to invite their members, I think we should encourage Support Team folks to invite their WP friends and contacts to join as well. Here’s a short example post for FB (ideally, someone can create a make.wp.org post about the event to link back to for Twitter purposes):

      One of the great things about WordPress is our community! Join me in the first of a number of WP “Global Contributor Drives” on Jan 30-31, by responding to 20 questions/topics in the wordpress.org forums over the weekend. Everyone knows something, and can help respond! Tag your post “20q2016”. Here’s more info: {link back to the make-post}

      I’m just putting this text out there as a first draft. Feel free to edit.

      I’m also happy to work on the GCD post, just let me know!

  • James Huff 3:03 am on January 15, 2016 Permalink |
    Tags:   

    January 14th Support Team Meetup Summary 

    WordPress 4.4.1

    From our master list, WooCommerce has been update to fix its bug and therefore moved to the bottom of the list, but the other 3 are still valid. Nothing new has been added.

    Global Contributor Drive (January 30/31)

    The January 30/31 20 Questions Global Contributor Drive preparations are underway, and details are about to be sent out to the local meetup leaders.

    Thanks to commitments from @kenshino @bethannon1 @clorith @zoonini @kidsguide and myself (hey, we’re making a list here), we are 100% covered from 2AM UTC on January 30 through 1AM UTC February 1.

    For everyone else, please feel free to stop by when you can. We’ll be fielding new contributor questions in #forums on Slack and following replies left under the tag “20q2016” just to keep an eye on things and share feedback if necessary.

    Folks who join us for the drive will get a shiny new custom member title in the format “[Meetup Location] Support GCD 2016,” for example “Pasadena Support GCD 2016” for the Pasadena, California meetup.

    Badges

    Currently, support only has one filled-in badge as seen in my profile, whereas many other core teams also have not-filled-in badges in addition to the filled-in badge, as seen in Otto’s profile.

    We have decided to pursue returning the not-filled-in badge to service. Actual requirements are to be discussed next week, but currently the team is leaning towards the not-filled-in badge as recognition for outstanding commitment to support and the filled-in badge for the addition of commitment to the Slack channel and weekly meetings.

    This will have the benefit of expanding the badge’s reach to recognizing even more outstanding support volunteers, while also making it easier to identify those taking part in a more active leadership role.

    International Liaisons

    @kenshino is making some great progress at establishing communication with our companion support teams in other languages. We have already spoken to the Japanese and German communities, and they’re onboard. We also have a post introducing the idea at Make/Polyglots, and the response has been incredible!

    We don’t have a full plan yet with exactly how we want to involve the Liaisons, we’re simply establishing contacts right now, but in general the goal is to connect so that we can all be considered one large Support Team.

    Forums Plugin Audit

    Some day, we’ll been on glorious bbPress 2. Until then, we still have some features of our bbPress 1 + Hacks that we know and love which need to be ported into plugins.

    If you’re able to help, or you know someone who is, please ping @clorith .

    Read the meetup transcript in the Slack archives. (A Slack account is required)

     
  • James Huff 8:47 pm on January 12, 2016 Permalink |  

    Agenda for January 14th Support Meetup 

    • WordPress 4.4.1, how’s it going?
    • Global Contributor Drive (January 30/31), coverage and other updates.
    • Badges, how do they work?
    • Forum Plugins Audit, help wanted.

    For any other items to discuss please add them in the comments or bring them up in the meetup.

    The meetup will be at 17:00 UTC in #forums on Slack.

     
  • James Huff 2:11 am on January 8, 2016 Permalink |
    Tags:   

    January 7th Support Team Meetup Summary 

    WordPress 4.4.1

    We are happy to report that all “Reported Oopsies” in 4.4 have been resolved by 4.4.1, though we have added a new reply listing known issues with 4.4.1.

    Global Contributor Drive

    @jenmylo, @bethannon1, and @kenshino are now in contact and beginning to iron out details for our Global Contributor Drive on January 30 and 31. For more details on the Global Contributor Drive, see the summary from the last meetup.

    Suggesting Alternatives to Reviewers

    We have determined that it is generally acceptable to propose competing alternatives to someone who leaves a negative review, but context is key. Obvious spam is still obviously spam.

    Improve Language Suggester for Forums

    Some Support Team members have noticed inaccuracies with the languages proposed by the infamous yellow box which suggests a forum in your language if your language doesn’t match the forum you’re viewing. Technical solutions were proposed, but the team also came to the conclusion that a single suggestion may not be the best experience for everyone. As such, a link to Support Forums in Your Language will be added to the “Getting Started Resources” section on the forum’s main page once strings and such are figured out.

    Read the meetup transcript in the Slack archives. (A Slack account is required)

     
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