May 10th Support Team Meeting Summary

General annoucnements

A continued call for input on potential questions or concerns users may have, or currently have, with Gutenberg. If you see something, say something, by helping us fill out the public Google Docs document.

 

WordPress 4.9.6

Due to the slightly delayed beta for 4.9.6, the RC and also release date has been pushed back slightly.

 

Privacy related topics

With the GDPR changes coming ever closer, we’re seeing an increase in privacy topics on the forums, and even users mass-posting the same question to every plugin they use.

We’ve got a “no legal discussions” forum guideline which we should keep enforcing, this means having a fixed response as we close such topics.

After some deliberations, we’ve come up wit hthe fllowing wording for a fixed response to any GDPR topics:

WordPress will introduce tools to assist with GDPR compliance in 4.9.6, but it is up to you as the site owner to take the steps required to be compliant with the GDPR and any local variations that may be introduced.

Please follow https://wordpress.org/news/ to keep updated on what WordPress is doing in upcoming releases, and look to local sources for general GDPR questions.

 

Checking in with international liaisons

We had representatives from the Russian, Serbian, Brazilian and Swedish communities in attendance this week.

 

Attendance

@bcworkz, @bemdesign, @bethannon1, @clorith, @contentiskey, @diddledan, @felipeelia, @fierevere, @firoz2456, @geoffreyshilling, @ipstenu, @keesiemeijer, @macmanx, @nikolam, @numeeja, @sergeybiryukov, @sterndata, @t-p, @tobifjellner, @valeriosza, @yaniiliev and @zoonini attended.

 

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

#weekly-chat

March 29th Support Team Meeting Summary

Announcements

WordPress 4.9.4

WordPress 4.9.4 has been out for a while. So far we haven’t had any trouble.

Meeting Time

Following the rest of the globe switching to Daylight Saving Time, and by majority vote, the meeting time will remain at 17:00 UTC (exactly where it is right now) with the hope that we never change the time again.

Therefore, the next meeting will be Thursday, April 5, 2018, 17:00 UTC.

Checking in with international liaisons

The Russian, Swedish, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@macmanx @sterndata @geoffreyshilling @t-p @contentiskey @abletec @firoz2456 @fierevere @nikolam @bemdesign @cthreelabs @clorith @bethannon1 @ipstenu @anevins @howdy_mcgee @numeeja @stephencottontail @tobifjellner @xkon @otto42 @jdembowski attended.

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

Contributor tips
Please consider contributing to WordPress by testing for bugs. Less bugs means less support topics.

#weekly-chat

January 11th Support Team Meeting Summary

General announcements

Consider helping the ServeHappy project, the aim is to educate and help users upgrade their PHP versions. As this directly impacts users, it’s a great idea for support oriented users to get involved.

The project is being worked on at the ServeHappy GitHub page, with a draft.md file for their info page being the most ideal place to contribute.

WordPress 4.9.1

No new items have popped up that needs consideration in 4.9.1.

As for the 4.9.2 timeline, the current tentative release is set for the end of January.

Checking in with international liaisons

The Swedish, Portuguese, Spanish, Brazilian, Hindi and Russian communities were present during this weeks chat, and gave positive impressions for how things are going.

Open floor

A request to re-introduce image embed support was brought forward, after the forum upgrade this hasn’t been working for all the previously whitelisted providers.
There exists a meta ticket exists for this issue, and embeds currently work as intended when using the CloudUp service.

A reminder that our next support workshop is coming up soon

Scaling Support: Dip the Data Bucket Every Day – Workshop on January 22, 2018

Attendance

@abletec, @alichani, @bcworkz, @bdbrown, @belly05, @bemdesign, @clorith, @dougaitken, @felipeelia, @fernandot, @fierevere, @firoz2456, @geoffreyshilling, @hardeepasrani, @howdy_mcgee, @ipstenu, @jcastaneda, @jdembowski, @kimwhite, @macmanx, @numeeja, @pmfonseca, @stephencottontail, @sterndata, @t-p, @tobifjellner and @zoonini attended.

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

 

Contributor tip
If someone has a hosting issue, add a tag to their topic with the host name, many of the larger hosts look for them and will actively try to help the user if there’s an issue.

#weekly-chat

November 16th Support Team Meeting Summary

WordPress 4.9

WordPress 4.9 is out, and as is customary a new Master List has been put up on the forums.

As new bugs, gotcha’s and plugin/theme conflicts are discovered we’ll be updating the thread, so keep an eye on it for any new items.

Remember to keep general chatter in #forums on Slack to a minimum for the first 48 hours after a release, this is done to avoid missing information when it’s being shared at a critical point right after a new release.

Checking in with international liaisons

The Russian, Hindi, Italian, German and Spanish communities are having a good time.

Other topics

The next workshop is scheduled for January, more details to follow, but December is a very busy time for a lot of people so it makes sense for this to right over the new years hump.

Attendance

@anevins, @bcworkz, @bdbrown, @bethannon1, @clorith, @cristianozanca, @fierevere, @firoz2456, @geoffreyshilling, @hardeepasrani, @ipstenu, @jcastaneda, @josearcos, @lasacco, @macmanx, @numeeja, @pmfonseca, @stephencottontail, @sterndata, @t-p, @wido, @zodiac1978 and @zoonini attended.

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

 

Contributor tips
Bring that knowledge of yours to a local meetup, it’s a great way to share and learn among like-minded individuals!

#weekly-chat

October 19th Support Team Meeting Summary

General announcements

The plugins team has requested we stop reporting crypto currency miners unless they actually violate the forum guidelines. Things such as not informing site visitors that a miner is running isn’t considered a plugin directory violation as that’s up to site owners and not us to police.

We also had a lengthy discussion regarding the new Gutenberg callout added for WordPress 4.9, where the concerns that were discussed were added to the ticket for consideration and further discussion. (It has since been decided to revert the callout for now).

Open floor

A question regarding screenshot sharing was brought up, and how to point users at where to put them as we don’t have (nor do we want to have, that’s a whole new beast of legal concerns) any upload capabilities on the forums.

Should a new section be added to the help text before you make a post concerning screenshots, what possible issues could arise from this, let’s get some feedback on this one.

Initial concerns are that the blob of text before making a post grows even more, by a substantial amount as screenshot explanations are wordy and vary by platform. We already know that users do not like to read a lot of text like that, they wish to make their post and get on with things.

Checking in with international liaisons

The Portuguese, German, Russian and Swedish community representatives dropped by for this weeks meeting, reporting no issues at this time.

Attendance

@anevins, @bcworkz, @bethannon1, @clorith, @danhgilmore, @fierevere, @firoz2456, @geoffreyshilling, @hardeepasrani, @ipstenu, @jdembowski, @keesiemeijer, @liamdempsey, @macmanx, @numeeja, @pmfonseca, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tobifjellner and @zodiac1978 attended.

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

 

New contributor tips
If you find a topic you don’t know much about, but you find it interesting, subscribe to the topic and be notified when someone else answers it!

#weekly-chat

September 7th Support Team Meeting Summary

Checking with international liaisons

Things are trotting along nicely in the Swedish, Spanish, Italian and German communities, the Spanish team also hit a milestone of not having a single topic without an answer!

If you’re part of the support community but not using the WordPress forums, feel free to join as well, we know that it’s not for everyone to be on WordPress.org, that shouldn’t limit you from joining and sharing experiences.

Clarification on User Notes usage

User notes come with an edit feature, this is intended for fixing typos, or fixing incorrect information in a user note, it does not change who created the note for this reason. If you have information on a user, you should add your own new note, to maintain the history in the right chronological order.

Non-org themes or plugins

We sometimes get support requests for themes (or plugins) that are open and free for everyone, but not on WordPress.org, there’s nothing wrong with this, they may not have a proper support outlet for example.

As an example here, we’ll use themes you can get from Jetpack after their recently introduced theme feature, these are free themes not (yet) available on WordPress.org that users may need help with, in such cases adding the wpcom-theme tag will bring it to the attention of the Automattic theme team. So far they’re the only ones that watch tags on the forums like this that we’re aware of, but we would happily encourage other theme shops with free themes or plugins to do the same. Please note that these alerts aren’t global across all forums though, so from our example they only work on the international forums.

I put emphasis on free, as our guidelines are still in effect with regards to supporting premiums content on our forums.

Attendance

@anevins, @bcworkz, @bethannon1, @clorith, @cristianozanca, @danhgilmore, @fernandot, @geoffreyshilling, @glorialchemica, @ipstenu, @jcastaneda, @jdembowski, @lasacco, @luisrull, @macmanx, @mjjojo, @numeeja, @stephencottontail, @sterndata, @t-p, @thomas-vitale, @tobifjellner, @zodiac1978 and @zoonini attended.

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

#weekly-chat

June 22nd Support Team Meeting Summary

Announcements

  • @clorith was chosen as the new support representative by the team members present at the Community Summit last week
  • We’re ending the robotic like messages to people who join our slack channel (it can be viewed as spammy), and are taking steps to make it more inviting to be a part of the support community, @bethannon1 will be heading up this endeavor
  • The Forum Welcome is being re-branded as the forum rules, and a more streamlined welcome page will being created
  • We are making a point of the primary forums being the international forums, not the English ones
  • The Also Viewing script, used to avoid overlap on answering topics, is now also works on rosetta sites
  • A call for tools used to maintain support flow (like the popular, but un-maintained, browser extension Lazarus) was put forth, so if you use any tools to help with your flow, please share it with the team!

It is also of note that we are welcoming participation during our weekly chats (or whenever really) in contributors own language, we understand that English may not be a language everyone is comfortable speaking and wish that those users also feel included and welcome. This meeting was the first one where we tried this approach, and it worked really well, we hope to see more international participation going forward!

WordPress 4.8

  • The various behaviors of the new rich text widget is creating some interesting cases for users (Ticket #40951)
  • Links can’t have their colours changed via the editor (Ticket #41033)
  • TinyMCE shows a warning, `Failed to load content CSS`, which isn’t always clear to users (explanations to this are available in our Master List)

Gutenberg

Gutenberg is the name of the new editor experience in WordPress, take note that it is a completely rewritten editor page (meta boxes and such as well), and not just the TinyMCE editor as many (my self included) first thought.

Because it is such a large change, we expect many plugins that interact with the editor or the plugin screen it self, to have strange behavior, so please do test and provide feedback and bugreports when applicable. The Gutenberg team have asked that any reports be sent inn via GitHub where the project is being developed.

Community Summit Summary

A brief summary from the community summit is available, as some actionable items were already being brought into play as early as possible to help keep the ball in motion. A more detailed post will be written once all the notes are collected from the various talks that were had during the summit.

Checkin with non-English support liaisons

The Italian, Russian, Swedish and Portuguese support communities are doing well. The Portuguese community is also making a move to try and bring their support over to the forums and away from social media. They’ll be sharing their post about it once it is ready.

Attendance

@alchymyth, @bcworkz, @bdbrown, @bethannon1, @clorith, @contentiskey, @cristianozanca, @numeeja, @denzel_chia, @erricgunawan, @francescodicandia, @francescout, @glorialchemica, @ipstenu, @jdembowski, @jmdodd, @karpstrucking, @lasacco, @liamdempsey, @macmanx, @kidsguide, @pmfonseca, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tnash, @tobifjellner, @vitormadeira, @wido, @zodiac1978 and @zoonini attended.

 

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

#weekly-chat

March 16th Support Team Meeting Summary

Announcements

  • Please make sure that you’re using the latest Also Viewing script, released about a month ago.
  • We don’t know how much longer the Codex will be around, so please link to the new Forum Welcome in our Handbook for all appropriate instances, rather than the old one on the Codex.

WordPress 4.7.3

We have nothing new to add to the known issues for 4.7 this week.

Meeting Time

We held a courtesy “Is this still what we want?” vote regarding the decision to change the meeting time from last week. Holding the meeting at 16:00 UTC continued to receive majority support, so the meeting time will continue as-is, meaning that the next meeting will be Thursday, March 23, 2017, 16:00 UTC.

Another large portion of contributors will experience their Daylight Saving Time shift on March 26, so we’ll hold one more courtesy vote during the March 30 meeting.

Checkin with International Support Liaisons

Attendance

@macmanx @abletec @samuelsidler @bcworkz @jmdodd @voldemortensen @zodiac1978 @kidsguide @kmessinger @geoffreyshilling @geost @bdbrown @t-p @cristianozanca @numeeja @zoonini @keesiemeijer @liamdempsey @ipstenu @lasacco @lukecavanagh @jdembowski @alchymyth @sterndata @pmfonseca @hardeepasrani @hideokamoto @jcastaneda attended

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

#weekly-chat

March 2nd Support Team Meeting Summary

Announcement

  • Please make sure that you’re using the latest Also Viewing script, released about a month ago (and most recently updated yesterday).

WordPress 4.7.2

We have nothing new to add to the known issues for 4.7 this week.

2017 Community Summit

The Support Team’s invitations to the 2017 Community Summit, and topics which we would like to participate in (based on those that passed with a majority vote), have been officially proposed.

Handling Non-automated Spam from Flagged Users

If you encounter automated spam from bots (or really terrible users) that you intend to Block, please do mark it as Spam, that will never change.

However, if you encounter spam from a user that is most likely human who you intend to Flag (or who has already been Flagged), please simply Archive it. Spam is emptied regularly, which means we lose it as a historical record quite often, but the Archive is forever and handy to refer to for questions like “I wonder how bad that spam from this possibly reformed user was?”

Linking to the Forum Welcome/Guidelines/Rules

We don’t know how much longer the Codex will be around, so please link to the new Forum Welcome in our Handbook for all appropriate instances, rather than the old one on the Codex.

Checkin with International Support Liaisons

Attendance

@macmanx @samuelsidler @fierevere @sergeybiryukov @bcworkz @clorith @zodiac1978 @kidsguide @kmessinger @t-p @bdbrown @cristianozanca @hardeepasrani @voldemortensen @wido @abletec @zoonini @sterndata @otto42 @jdembowski @stephencottontail @bethannon1 @imazed @tnash @ipstenu @johnjamesjacoby attended

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

#weekly-chat

February 23rd Support Team Meeting Summary

Announcements

  • The Theme Review Team is looking for FAQ suggestions.
  • Please make sure that you’re using the latest Also Viewing script, released about a month ago (and updated a few days ago to make the banner sticky).

WordPress 4.7.2

We have nothing new to add to the known issues for 4.7 this week.

2017 Community Summit

The next Community Summit has been announced, and we have been collecting support-related topics and issues for discussion in the comments of this post. We will continue to collect proposals for one more week, so please leave a proposal soon if you have one.

Additionally, if you did not attend the meeting today, but would be able to be in Paris on June 13 and 14 as a part of the Support Team, please DM @macmanx in Slack. (There will likely be a chance for scholarships and sponsorships, but please assume for now that you will need to pay for your own travel and lodging expenses. If you would like to attend, but finances are a problem, please feel free to let me know know and we’ll see what we can do.)

And last, but certainly not least, a big thanks to @clorith and @bethannon1 for offering to help with organizing the event!

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @ipstenu @bdbrown @cristianozanca @kmessinger @numeeja @hardeepasrani @lasacco @kidsguide @jdembowski @sterndata @wido @keesiemeijer @lukecavanagh @zoonini @bethannon1 @t-p @stephencottontail @sergeybiryukov @logankipp @pmfonseca @clorith @fierevere attended

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

#weekly-chat