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  • Jon (Kenshino) 6:14 pm on May 26, 2016 Permalink |  

    26 May Support Team Meeting Summary 


    @keesiemeijer @3sigma @justingreerbbi @bethannon1 @ipstenu @cristiano.zanca  @stevesterndatacom @geoffreyshilling @girlieworks @zoonini @bcworkz @voldemortensen @dimitrisb @songdogtech @kidsguide @dartiss @sergeybiryukov @tnash @jmdodd @jan_dembowski @Kenshino attended.

    WordPress 4.5.2

    Nothing new came up for the current release of WordPress

    Hosting Posts and related pre-defined reply

    Handle hosting posts as normal until they become insulting/offensive or are simply attacks. If they do lead to that, use the following pre-defined reply

    We appreciate posts that seek to educate and help the community, whether it is in the form of a review or if it inadvertently help others as a support thread. But threads that start off as or become attacks which do not give value to anyone are not welcomed and we will close this topic as per our forum rules.

    Subscribe to the Make Support Blog

    Do subscribe to our posts which contain meeting agendas, summaries and important updates to the Support Community and/or WordPress.org at large. Subscribe on the sidebar to the right.

    Please be reminded to block spammers appropriately

    Please block spammers immediately and then check their post list and delete all the spam. Do not bother tagging them bozo or ANT or anything. Just block.
    If you use the Moderator Plugin for your browser, you can press ‘Shift + B’ on the profile edit page and it’ll do the magic for you (the blocking that is).

    If you block them using the moderator tool, you will be returned to the profile screen which allows you to follow up with the rest of the spam posts.

    WordPress’ Birthday

    27 May is WordPress’ birthday and this year it’s the 13th. Let’s celebrate!

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

    • keesiemeijer 7:53 pm on May 26, 2016 Permalink | Log in to Reply

      Thanks for the summary.

      Just to be clear, you get redirected to the profile page of a user after editing (blocking) a profile with or without the mod tools. If there are any posts on the profile page, they need to be deleted in the bbPress admin. Besides the published posts check for spam posts as well. The user posts can be found by using the filter form at the `bb-admin/posts.php` page. With the mod tools type ‘r’ to go there. The advantage of using the mod tools is that it clears many other fields and unchecks ANT and Bozo automatically when blocking a user.

    • James Huff 7:32 pm on May 26, 2016 Permalink | Log in to Reply

      Thanks again, @kenshino !

  • Jon (Kenshino) 6:04 pm on May 19, 2016 Permalink |  

    May 19 Support Meeting Summary 


    @clorith @otto42 @jcastaneda @voldemortensen @stevesterndatacom @abletec @zoonini @ipstenu @geoffreyshilling @matt @pixolin @cristiano.zanca @kmessinger @songdogtech @sergey @jmdodd @dartiss @guido @cubecolour @girlieworks @francescodicandia @lasacco @dimitrisb @Kenshino  joined us for the meeting today.

    WordPress 4.5.2

    No new issues found with 4.5.2, we should all possibly help and look forward to 4.5.3 in maybe 2-3 weeks time.

    For people who are unhappy with the new changes and insist that ‘WordPress should test them more’, do invite them to be beta testers.

    Image Embeds

    Image embeds on the forums work for imgur, and more choices will be available automatically via bbPress 2.x upgrade.

    Forum Upgrades

    There is now a timeline for the forum upgrade. See the meta post for more info. They need people to volunteer their bbPress 1.x forums for testing. The Russian and Japanese Rosetta forums were interested. Eventually that experience will culminate into upgrading the W.org main forums.


    Nothing new from the IRC front as reported by @stevesterndatacom.

    Do we allow hosting support, review and related threads in the forums?

    After a long discussion, Matt enlightened us on the purpose of the host related tags on the hosting recommendation page – that hosts should reply to the topics and work with the community to keep providing great hosting services. Hosts that ignore such topics or don’t follow up well will be removed from the hosting page.

    Consequently, moderators should tag topics related to the hosts with the appropriate host tags that can be found on the recommendation page and move them to the Misc forum to allow hosts to have a good chance to help the community member.

    We will work on a good pre-defined reply for when posts go wrong.

    The forums could possibly become an independent place where host can help customers and also be held accountable. We will continue to iterate on working this in better.

    Be thorough when removing spam posts

    Moderators who are clearing automated spam should check the user’s history to see if there are other threads that they are spamming. Block and make sure to clear out all spam posts. Do also remember to block spammers, do not set the account status to inactive.

    Theme Handbook on DevHub

    @Kenshino is looking for volunteers to help out with the Theme Handbook, it could become a great resource to link to on the Support Forums. Drop him a direct message on Slack if you would like to help.

    Welcome Italy to the Support Team

    @cristianozanca recently joined the team as Support Liaison from the Italian Rosetta forums. Let’s welcome him!

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

  • Jon (Kenshino) 4:35 am on May 17, 2016 Permalink |  

    Agenda for May 19 Support Team Meeting 

    I’m gonna do an experiment and will be tagging others to help with formulating a more meaningful agenda

    * WordPress 4.5.2, how’s it looking so far? – @hideokamoto @sergeybiryukov @pmfonseca @zodiac1978 @imazed @cristianozanca – Support Liaisons, would you like to share your experience from the rosetta forums?
    * Image embeds on forums – @otto42
    * IRC Updates – @stevesterndatacom
    * Do we allow hosting threads in Forums related to the hosting page
    * AOB – @clorith @jcastaneda @justingreerbbi @ipstenu @jdembowski @kmessinger @kidsguide @hardeepasrani @visserlabs @zooini @geoffreyshilling @bethannon1 @gagan0123 @tnash @alchymyth @lindsaybsc @fristopher @pixolin @edegaru @esmi @anevins @keesiemeijer @songdogtech @daviduzelac @catacaustic @adeline @stephencottontail @bcworkz @rossmitchell @numeeja @abletec – Anything you guys want to raise up?

    There is also an open invitation to anyone who wants to raise up a Support, Forum or IRC issue, whether or not you’re a team member 🙂 Join us!

    • Jon (Kenshino) 3:18 pm on May 18, 2016 Permalink | Log in to Reply

      I added a new agenda item

      • Do we allow hosting threads in Forums related to the hosting page

      There is https://wordpress.org/support/topic/bluehost-down-again?replies=3 and we’ll likely see more

      • James Huff 7:41 pm on May 18, 2016 Permalink | Log in to Reply

        I won’t be able to make this week, so just tossing in my 2-cents on the subject. The hosting page was expanded for situations just like the OP’s. If you have a problem with 1 of the recommended hosts, that’s too bad, but there are 3 more to choose from. 🙂

        With that said, the thread was swiftly hijacked by someone else, and Otto handled it well.

    • cristiano.zanca 5:33 pm on May 17, 2016 Permalink | Log in to Reply

      Thanks @justingreerbbi , but this answer:

      Please try http://jobs.wordpress.net/ or http://directory.codepoet.com/ and do not accept any hire offers posted to these forums.
      This topic will be closed as per the Forum Rules.

      found here https://make.wordpress.org/support/handbook/giving-good-support/pre-defined-replies/ it’s about people searching for other people to hire.

      Instead what happens often at the italian forum is that someone think that with a WP plugin could do all the things that need to be done, and is understimated the complexity of the issue.
      For example “I want a simple bla bla with a simple connection with google maps with a simple ecommerce with a simple validating form” etc…
      Everything in his mind is simple , so he doesn’t think to pay someone to do the job, but searches the solution at the support forum.
      For people like this we are still looking for the best (reusable and polite) answer 😉

      • James Huff 7:44 pm on May 18, 2016 Permalink | Log in to Reply

        I’d suggest a variation on the same predef, maybe adding in “If you still feel this should be done for you for free, we can’t stop you from asking as long as you’re following the forum rules, just please understand that it’s very likely that no one will offer to do this for you.”

    • Justin Greer 12:00 pm on May 17, 2016 Permalink | Log in to Reply

      @tnash Valid point!!! @cristianozanca. jobs.wordpress.net is an approved point. We are support a support team so we can only redirect to resources we have whilst being as un bias as possible.

      Visit https://make.wordpress.org/support/handbook/giving-good-support/pre-defined-replies/ and search for job.wordpress.net (Offering to Pay/Hire). Of course though. if this is something that does not cut it for you, then we can give you the floor 🙂

    • Hardeep Asrani 10:53 am on May 17, 2016 Permalink | Log in to Reply

      Unfortunately I’ll be on a flight and then a train during meeting so won’t be able to attend it. Let’s hope my mobile data works. 🙂

    • pmfonseca 7:07 am on May 17, 2016 Permalink | Log in to Reply

      We also have no specific 4.5.2 issues. Since January we are trying to bring the forum back to life (it only had ocasional answers). Nowadays we have more tickets, but it’s about general things. We are trying to define some rules based on Support Handbook, so that our team gives similar answers to similar questions.
      There are many questions being asked in Facebook group, but it has been decided (with Admins from FB group) that Support should be redirected to the forum.

    • Tim Nash 6:28 am on May 17, 2016 Permalink | Log in to Reply

      Due to the usual timing clashes, making support meeting is unlikely. But could someone just tack on the end that if moderators are clearing what is entirely the automated spam, that they check the users post history and appropriately remove all the spam. Been several times recently where a user has been blocked but most of the post were still live.

    • cristiano.zanca 6:24 am on May 17, 2016 Permalink | Log in to Reply

      Hi @kenshino we have no specific 4.5.2 issues, but we are looking for the best (reusable and polite) answer to whom is asking more than solving a trouble but wants a WP Job made for free

  • James Huff 11:38 pm on April 21, 2016 Permalink

    April 21st Support Team Meeting Summary 

    WordPress 4.5, how’s it looking so far?

    We have added items for an upload issue under older Imagick versions, as well as an issue with TinyMCE under WordPress installed by Plesk, to the master list.

    WordPress 4.5.1, schedule and planned fixes.

    A release candidate for WordPress 4.5.1 is planned for today, and will include fixes detailed at the linked post.

    Please test this when it’s ready to ensure that we don’t need a 4.5.2 as soon as it’s released (which is planned for Monday or Tuesday).

    Edit: It’s here: https://make.wordpress.org/core/2016/04/22/4-5-1-release-candidate/

    Being Followed Home

    If people follow you home (contact you off-site) to complain about you as a moderator, please feel free to forward the email to @ipstenu or @otto42. You are also strongly urged to block their email from your personal mail if you suspect they’re going to get crazy. You do not need to take anyone’s abuse.

    Support Badges

    @kenshino will be sending a new list of people to get Support Team and Contributor badges by the end of this week. Support liaisons in non-English forums are strongly encouraged to update their lists if necessary, please.


    HelpHub is around 60% developed. Articles are being migrated, but many of our Codex articles are the result of years of patchwork. Many of them require re-writing. @kenshino will call on the Support Team members to adopt articles for rewriting, perhaps ones that you use often, maybe in a month or 2.

    If any Support Team members would like to assist with HelpHub now, please contact @justingreerbbi or @kenshino.

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

  • James Huff 8:46 pm on February 11, 2016 Permalink

    February 11th Support Team Meeting Summary 

    WordPress 4.4.2

    We have yet to encounter any common issues introduced by WordPress 4.4.2.

    IRC Status

    @clorith is taking lead on the IRC enhancements discussed last week.

    We have a Handbook page featuring information on moderating in IRC, the reporting tool will likely be completed before next week’s meeting, and the promotion of our two new IRC moderators will follow shortly after.

    HelpHub Status

    HelpHub development began on GitHub last week. @justingreerbbi and @kenshino are both helping with development and serving as our liaisons on the project, though more help is always welcome.

    Content planning will likely begin next week.

    Handling Conflicts as a Team

    The following sage advice is from the wise @ipstenu:

    Sometimes people push your buttons and it’s ​_okay_​ to not want to have to engage with them. We’re never all going to get along. Part of being a good mod is respecting when people don’t like you and leaving them the heck alone if possible.

    I just want to stress ​_we_​ individuals do not have to be able to communicate with every single person, and that’s why we’re a team. Working with X leads to arguments and fights? Ask someone else to step in.

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

  • James Huff 2:05 am on December 11, 2015 Permalink

    December 10th Support Team Meetup Summary 

    New Support Team Representative

    “Everyone? Meet @macmanx. He’s going to be driving from now on and me and @ipstenu will continue to help as needed. Please be real nice to him and support him. He’s very cool.” – @jdembowski

    WordPress 4.4

    Common confusions and known issue are being collected the master list and updated with new information whenever possible. To avoid having to maintain two lists, I’ll just link to that instead. 🙂

    Make a Release Day Checklist

    We forgot something important this time, our favorite thread title for the master list actually breaks the link. We knew this last time, but we never formalized a checklist, so we forgot.

    Now, we have a Release Day Checklist in our handbook.

    No More Chatter in #forums During Release

    All of the chatter, mostly due to excitement, made it difficult to focus on what mattered. In order to keep #forums filled with only the useful release information and open to collaboration with other teams, we will suspend (or relocate) chatter and go Full Business Mode in #forums for a period of 24 hours once #core starts their pre-release testing on the day of.

    New Forums Administrator

    Welcome to the team, @imazed!

    Support Team Future

    James is going to try to be as consistent as he can with DMing admins, moderators, and top volunteers one-on-one every few weeks. Just to touch base, see how everyone is doing, and see what he can do to help people. It will be safe space, say whatever you need to.

    Next, James is going to be reaching out to the international mentors to establish contacts with someone on each international support team. We’d like to grow a more effective partnership with them, and find some way for us to share knowledge, ideas, and even workload (like those bbPress plugins we need to convert before moving to bbPress 2).

    Both of those are starting December 14th.

    Finally, we’re making as commitment to reaching out to awesome forum volunteers on Slack, thanking them for what they do, and inviting them to hang out in #forums.

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

  • Jan Dembowski 9:27 pm on December 6, 2015 Permalink  

    New Support Team representative 

    Another item from the 2015 Community Summit is that James Huff (@macmanx) is now the new Support Team representative. I will act as his backup and provide assistance and coverage as needed.

    Due to prior commitments I haven’t been able to spend the time I think is required to correctly represent the Support Team. This was something that I brought up at the summit and after some discussion James agreed to be the next representative.

    I am not leaving the support team or the WordPress community. 😉 I get too much satisfaction from helping people and participating with this group. All of us collaborate online, but together at a WordCamp is a blast and we get a lot done.

    I know James will do a good job. He’s already a key member of the support team and working with him will continue to be great.

  • Ipstenu (Mika Epstein) 5:42 pm on July 30, 2015 Permalink

    Support Team Meetup Summary for July 23rd 

    Items discussed at today’s Support Team meetup:

    WordPress 4.3 RC1

    People are testing, that’s good. More people should be testing.

    Also, don’t panic, Site Icon controls are now available in the Customizer only.

    If you find a non-alpha/beta post in the Alpha/Beta forums, please feel free to remove it by any means necessary. Let’s keep that place clean.

    OMGWTFBBQ draft post

    Items to add:

    • Cache notice (flush ’em all)
    • Shortcodes may be broken (though they were broken in 4.2.3 so…)
    • Site Icon controls are now available in the Customizer

    Codex Documentation

    Codex for 4.3 needs love – Don’t worry about the function lists, those will be added after the doc-ref is auto-updated.


    If you find a sock puppet thread/review, delete it and block the *not-developer* user. Then email plugins@wordpress.org with all of the details. If @ipstenu is online and active, you can ping her, but the email is more reliable. Especially on weekends and off-peak hours.

    View today’s meetup transcript in the Slack archives. (A Slack account is required)

  • Jan Dembowski 1:51 am on May 1, 2015 Permalink

    Support Team meetup summary for April 30th 

    Today’s topics covered 2 items.

    Dr. Moderator or: How I Learned to Stop Worrying and Love the Bomb

    I couldn’t think of a good label for the first item and I like that one. This is going to be a long summary. 😉

    Here’s the gist of it: the support team is the first point of contact for most users when it comes to WordPress. Thousands of topics later and the outcome of that contact is a positive experience for the user seeking or providing support.

    Sometimes the outcome is a negative one. When that happens the tone changes from “Wow, hundreds of users helped, that’s cool!” to “Gee. The support forums and those people suck.” That’s unfortunate but it happens. Guess which one travels faster and farther? People are inclined to recall the negative, it lasts longer and has more legs. That has an impact to how WordPress is perceived as a whole.

    As volunteers providing support, it’s important to keep in mind that almost everyone who posts in the forums has good intentions. It’s easy to over moderate (I’ve done it) but we’ve got to assume that someone who came across poorly didn’t mean to.

    Here’s some support pointers that Andrea Rennick shared.

    1. Assume good intentions.
    2. Answer the actual question and then point out what to do next time. Help first, moderate second.
    3. Do it super nice and polite, try to explain. Some people take short brief sentences as more offensive.
    4. Use predefined snippets when applicable. Those are great for when you just can’t be chipper and feel the need to reply anyway. You may have to fake being nice in that case, that’s alright too.
    5. Say sorry a lot. Pretend you’re Canadian.

    The last one got a giggle from most of us.

    Small conversational niceties go a long way and help set a positive tone. Text, in the English language anyway, is a poor medium for conveying tone. But your words can smooth things over with someone who needs assistance. Just be careful with humor, it may not translate or be well received.

    There are very few genuinely unpleasant people in the forums. If you engage someone and it gets heavy handed then step back and look for a second opinion. The #forums Slack channel is a great place to seek that opinion or help. We’re a team and we all have each other’s back. You are not alone in providing support.

    The last thing to remember? Have fun providing support. Takes breaks and take care of yourself. I enjoy helping people and being part of the support team. But when I or anyone becomes grumpy then take a break or even a vacation. It’s worth it and you’ll come back refreshed.

    Reworking the predefined answers in the Support Handbook

    Tim Nash pointed out that the predefined replies may need updating and asked for some help reviewing them. Andrea and James offered to assist and those replies will be checked and updated as necessary. The last time they were worked on was in October 2014 at the Community Summit. They could do with some updating.

    View today’s meetup transcript in the Slack archives (A Slack account is required)

  • Jan Dembowski 7:20 pm on February 19, 2015 Permalink  

    Support Team meetup summary for February 19th 

    Item’s discussed at today’s meetup.

    WordPress 4.1.1 maintenance release

    4.1.1 was released yesterday, please keep an eye out for any weird upgrade topics in the forums. Most users will automatically update and get an email notification without any issue.


    A LearnUp will be scheduled for Thursday February 26th at 1600 GMT. Just prior to the time a link will be published in the #forum Slack channel. The first LearnUp will be about dealing with spam in the forums and that is oriented for moderators. That said, it’s all transparent and seeing how spam is dealt with could be informative for regular forum members too.

    New User Experience – NUX

    We discussed NUX and @ipstenu shared the link to the make/flow NUX post for the notes from last week’s meetup. Please contribute feedback via the comments there, the NUX work is important and could impact new WordPress users in a great way.

    This segued into a conversation about the Happiness Bar at WordCamps as a way to help people as opposed to in the forums or via IRC. Helping people in person can lead to some instant gratification when you sort out their problem with them.

    Moderator tools update

    @keesiemeijer updated his forum script to version 3.1 and @macmanx shared the link to an updated Recent Forum Activity page. Both are very useful if you are a forum moderator.

    Read today’s meetup transcript (Slack account required to view).

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