February 9th Support Team Meeting Summary

Announcements

  • The Theme Review Team is looking for FAQ suggestions.
  • If you have any topics or issues you’d like us to cover at this year’s Community Summit, please feel free to share those.
  • An exploit against WordPress 4.7.0 and 4.7.1 has been spotted in the wild. Please do your part to ensure that users are on 4.7.2, and that they know the importance of leaving auto-updates enabled, since this would have been pushed out two weeks ago via the auto-update system.

WordPress 4.7.2

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

Support Team Short Description

A redesign is on the way for the overall Make site, requiring a shorter description. After a great discussion and a vote, we have settled on the following:

Help WordPress users around the world by answering support questions.

Letting Users Know When They’re Flagged

We have noticed that some folks are being flagged without any warning given. This leads to lots of duplicate attempts and overall confusion, as folks don’t know why their posts aren’t appearing. This also leads to a lot of your fellow moderators not knowing why someone was flagged and therefore removing their flag.

If someone is bad enough to flag, please leave a reply in the topic to let them know why.

If someone is spamming and you therefore don’t want them to know that they’re flagged, please just block them (or ask a Keymaster to do so).

If you feel someone is maybe bad enough to flag, but you don’t think they’ve broken any rules yet warranting a notification, please don’t flag them. In this case, I recommend bookmarking their profile and checking on them yourself once a day or so. They’ll either remain innocent long enough to take them off this sort of “personal probation” or they’ll prove themselves worthy of a flag with a notification.

If you don’t know why a flagged user is flagged, based on their previous interactions in the forums, please unflag them.

Checkin with International Support Liaisons

Attendance

@macmanx @hardeepasrani @sergeybiryukov @kmessinger @t-p @cristianozanca @lasacco @logankipp @jdembowski @sterndata @bdbrown @zoonini @clorith @liamdempsey @jmdodd @tacoverdo @lukecavanagh @numeeja @gagan0123 @dhoppe @ipstenu @tnash @otto42 @stephencottontail @hideokamoto @bethannon1 @keesiemeijer @zodiac1978 @jcastaneda @pmfonseca attended

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

#weekly-chat

January 26th Support Team Meeting Summary

Announcements

WordPress 4.7.2

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

New Forum Welcome (and link placement)

Thanks to @ipstenu, the Forum Welcome has officially moved to the Handbook, and after a great discussion on how to do it, a link to it has been added to the new forum theme.

Better “No Topics” Wording

When no topics are found, the forum currently reports “Oh bother! No topics were found here!” so we had a great discussion about how to improve that wording. Though we didn’t vote for anything specific, we rallied around something like “No topics found. Try a different search or start a new post.”

It gets the message across simply without any cultural limerick like “Oh bother!” (and is thus easier to translate), and offers two simple suggestions for what to do next.

2017 Community Summit

The next Community Summit has been announced, and we are collecting support-related topics and issues for discussion in the comments of this post.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @bcworkz @sergeybiryukov @bethannon1 @lasacco @sterndata @liamdempsey @wido @t-p @bdbrown @cristianozanca @fierevere @kmessinger @numeeja @jdembowski @stephencottontail @abletec @zoonini @keesiemeijer @kidsguide @lukecavanagh @hideokamoto @kenshino @pmfonseca @otto42 @samuelsidler @zodiac1978 @jcastaneda @danhgilmore attended

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

#weekly-chat

December 8th Support Team Meeting Summary

Announcements

WordPress 4.7

Beyond the currently reported Genesis and W3 Total Cache issues, we have no trending and reproducible bugs to add to the known issues for 4.7.

To be clear, there are currently 31 reported bugs on track to be fixed in 4.7.1, but these haven’t been observed with enough consistency in the support forums to warrant listing in the known issues topic. To avoid cluttering the list with items that may only affect a handful of users, we list trending and reproducible issues only. You can see the known issues for 4.6 as an example of this.

Earlier today, there was a bug scrub focussing on all non-Customizer bugs, followed by a bug scrub of Customizer bugs tomorrow.

Badges

Automation of badges is still underway based on the criteria we all voted on for on August 18.

Until then, support liaisons can add them to the Google Sheet they have access to. Please ping @macmanx or @kenshino if you have any questions about that.

WCUS 2016 Recap

Contributor Day at WordCamp US 2016 was a great success for us! We have 5 new contributors, and one even wants to help out in IRC!

We also continued our efforts to be one of the most enjoyable teams at Contributor Day. 🙂

New Forum Theme

The new forum theme (see the November 10th meeting summary for details) will most likely be launching in a few weeks on the English forums. Once Meta Team is sure that everything is solid, it will then be launched on the not-English forums.

Please continue to test the new theme and file bug reports for now, following instructions in the linked to November 10th meeting summary.

Checkin with International Support Liaisons

  • The Italian and Russian support communities are doing well.
  • The Japanese support community is definitely looking forward to automated badges.

Attendance

@macmanx @otto42 @clorith @bethannon1 @jmdodd @lasacco @bcworkz @ipstenu @t-p @cristianozanca @numeeja @geoffreyshilling @hempsworth @jdembowski @christinedonovan @bdbrown @kenshino @heytheo @imazed @keesiemeijer @fierevere @sergeybiryukov @wido @sterndata @zoonini @hideokamoto @hardeepasrani @pixolin @liamdempsey @perezbox @samuelsidler @lukecavanagh attended.

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

#weekly-chat

October 13th Support Team Meeting Summary

Announcements

WordPress 4.6.1

We had nothing new to add to the known issues for WordPress 4.6.1.

Forum Upgrade Status

The official ETA is that everything will be done when it’s done.

We have nothing to add to our list of things that would be nice for Moderators and other volunteers to have and the list of known issues at this time.

In good news though, we would love to announce that those with Keymaster access can now bulk-spam topics and replies from wp-admin, so if there’s ever a really crazy spam flood, ask for a Keymaster in #forums on Slack (there should be one available at most times).

Reminder on Some “How to Moderate” Things

Despite this handbook page on moderation in the new forums, and this overview of working in the moderation queues, it would appear that some key points are being ignored.

  • Do not trash/delete/archive spam. Spam is spam and should be marked as Spam and sent to the Spam queue, where it will remain until Akismet automatically removes it on its schedule (something like 15 days).
  • Do not unapprove things. This sends them back into the Pending queue, which really should be empty at all times (those items older than 2 months will be cleared soon). Basically, Unapproving something means that another Moderator has to take time to figure out what to do with it, and they might just re-approve it. If you come across something live that is spam, mark it as Spam. If you come across something live that shouldn’t be there but is not Spam (duplicates and other junk), use the Archive option. Archive is the new Delete. (@jmdodd will address this tonight by removing the Unapprove option)
  • Announce when you are working with spam and/or pending in #forums on Slack, and announce when you are done. The actions are currently hard toggles, meaning that two people clicking “Approve” in the Pending queue simply sends the item right back to the Pending queue. (this will be fixed eventually)

In addition to the above, and obviously related to the situation, please remember that the Moderator role requires “attending as many meetings as possible within reason,” and in addition please subscribe to Make/Support. Being aware of new information as we all learn how best to moderate the forums will avoid a lot of unnecessary overlap and duplication of efforts.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @jmdodd @bdbrown @kidsguide @gagan0123 @sterndata @zoonini @keesiemeijer @numeeja @dartiss @cristianozanca @d4z_c0nf @geoffreyshilling @songdogtech @stephencottontail @ipstenu @kenshino @t-p @gmosso @casiepa @netweb @sergeybiryukov @lukecavanagh @jdembowski @jcastaneda @bcworkz @abletec @cais @otto42 @danhgilmore attended.

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

#weekly-chat

September 29th Support Team Meeting Summary

Announcements

WordPress 4.6.1

We have added to “when enabled, plugin auto-updates can fail if they involve several plugins in a row” to the known issues for WordPress 4.6.1.

Forum Upgrade Status

The official ETA is that everything will be done when it’s done.

We have nothing to add to our list of things that would be nice for Moderators and other volunteers to have and the list of known issues at this time.

WCUS Preliminary Headcount

WordCamp US 2016 will be December 2 – 4 with the Contributor Day on December 4. We’re collecting a headcount of those who plan to attend the Support section of Contributor Day, so we have a reasonable expectation of how many existing support volunteers will be available to help new support volunteers.

During the meeting, 7 support volunteers confirmed they’d be there. If you were not in the meeting, but do plan to attend the Support section of Contributor Day, please do let us know in the comments below by Monday, October 3. (If you’re unsure, we look forward to you being there if you can, but you don’t have to let us know. We’ll plan for more than those who have confirmed for sure.)

Abandoned Not-English Forums

It has come to our attention that a few not-English forums have been abandoned by their Keymasters and Moderators. Several ideas were shared, all with merit, so the decision was to approach each case individually and form a policy later based on what has worked best overall.

For now, @kenshino will be reaching out to top volunteers in the forums in question to establish new Keymasters and Moderators, and we’ll discuss how that went and if any changes to the plan are necessary next week.

Moderation Enhancements

We’d like to contribute some moderation enhancements back to bbPress, rather than just build a plugin, so please think about what you’d like to see in bbPress for moderation (could be mockups, screenshots of other moderation interfaces, or even just words). A master post will be published here by @jdembowski this weekend to further coordinate our efforts.

Additionally, @clorith has volunteered to put together a work group this weekend in #forums on Slack for direct brainstorming and possibly even development. If you’re interested, please DM him to coordinate.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @jmdodd @lasacco @clorith @cais @jcastaneda @kidsguide @sergeybiryukov @cristianozanca @jdembowski @t-p @kmessinger @gagan0123 @geoffreyshilling @fierevere @numeeja @lukecavanagh @abletec @ipstenu @kenshino @bethannon1 @hardeepasrani @stephencottontail @songdogtech @sterndata @otto42 attended.

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

#weekly-chat

September 22nd Support Team Meeting Summary

Announcements

WordPress 4.6.1

No new issues or trends have been identified since last weeks meeting. There may be a 4.6.2 to address the issues that have arisen so far.

Forum Upgrade Status

Due to the Automattic Grand Meetup (a8cgm) most of the people capable of handling commits and changes have been away, so no traction has been made on the lists for Forum Bugs and Broken Things and our own Support Forum Upgrade OMGWTFBBQ Master List.

A discussion on notification to users if their post is held for moderation or is put in the spam queue was had , the message should be held generic so as not to cause alarm by telling users they are spamming, and will include an actionable item if it’s been held for moderation for a prolonged period of time (after 96 hours). This was added to the already existing meta ticket for moderation queue visual feedbacks.

Checking with International Support Liaisons

@jmdodd dropped by and let us know the Russian support forum move to the bbPress support plugin is on the todo list now that they’re back from a8cgm.

Attendance

@clorith, @lasacco, @kidsguide, @bethannon1, @hardeepasrani, @numeeja, @ipstenu, @jmdodd, @cristianozanca, @songdogtech, @keesiemeijer, @dartiss, @sergeybiryukov, @gagan0123, @jdembowski, @fierevere, @voldemortensen, @lukecavanagh, @kmessinger, @cais, @abletec, @t-p, @kenshino, @pr0v4, @otto42, @sterndata and @zodiac1978 attended.

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

#weekly-chat

Support Forum Upgrade OMGWTFBBQ Master List

I’m making US a master list 🙂 Since we have P2, we can mark them off when done. Hah. This is a sticky, so we should edit it and add more on as we make discussion posts (or trac tickets) for them.

Please note that these are things primarily needed by Moderators, not a list of general bugs etc.

Things that are ‘broken’

New Features we’d like to have

Minor bugs we know about

  • Do we need a better name than archive to ‘delete’ posts?
  • Should we have a way to confirm as spam to hide from spam view? @otto42 is looking into this
  • Would tool-tips on the action links (archive, spam, etc) help?

#upgrade

September 1st Support Team Meeting Summary

Announcements

WordPress 4.6

We have nothing new to add to the known issues for WordPress 4.6.

WordPress 4.6.1

WordPress 4.6.1 RC is here, please help test it, and it sounds like we can look forward to the official release of 4.6.1 on September 7.

The Move to bbPress 2

The move to bbPress 2 is underway! The forums are currently closed until launch, but the WordPress IRC channel is here for any WordPress help you need.

Eight important things to keep in mind post launch:

  • Things that actually break the forums should be reported immediately, and things that would be nice to have or problems we can live with for a while should be reported the following week (there will be an open sticky thread for all of this).
  • Reviews will be closed for about 4 days. Due to technical reasons, it was either this or close all of the forums for about 2 whole days just so we can launch with everything open.
  • The plan is to deprecate the Keyboard Navigation script and similar in favor of simply filing a ticket in Meta Trac to get our favorite features actually built as bbPress plugins.
  • The Support Handbook will obviously need updates, and we won’t be able to make those immediately. We’ll do our best to get it done as quickly as possible.
  • Moderators have been re-assigned based on the criteria we discussed 2 weeks ago, but that is by no means a done deal. If you notice “Hey, where did my Moderator powers go?” please feel free to reach out.
  • For Moderators, there will be a spam queue, but the ability to approve/delete won’t be added until work starts on the niceties after a few days. For now, you will still be able to visit the thread itself to approve/delete directly.
  • For Moderators, the word “Bozo” has finally been replaced by “User Flagging/Moderation” and there will be a super-simple link right below each user’s Gravatar to flag them as necessary.
  • For Moderators, the ability to block users will be extended to Moderators as soon as possible. Until then, you’ll need to ping @macmanx or someone on the Meta Team to establish a block (on a positive note though, the new forums will launch with a major upgrade to our automated anti-spam systems).

Checkin with International Support Liaisons

  • The Russian support community has encountered the “hate” portion of our secret love/hate relationship with Tag Clouds.
  • The Italian support community has added a link to the modlook queue on their forums.

Attendance

@macmanx @clorith @jmdodd @cristianozanca @bcworkz @otto42 @lasacco @fierevere @sergeybiryukov @denisco @bdbrown @jdembowski @ipstenu @numeeja @dartiss @stevesterndatacom @tnash @jcastaneda @songdogtech @danhgilmore @diddledan @bethannon1 @hardeepasrani @zoonini @stephencottontail @kenshino @girlieworks @geoffreyshilling @kidsguide @abletec @samuelsidler @kmessinger attended.

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

#weekly-chat

August 4th Support Team Meeting Summary

Attendance

@macmanx @kidsguide @fierevere @pixolin @otto42 @clorith @hardeepasrani @jmdodd @bcworkz @cristianozanca @zodiac1978 @ipstenu @vitormadeira @dartiss @stephencottontail @jcastaneda @numeeja @zoonini @girlieworks @songdogtech @kmessinger @tnash @bethannon1 @lukecavanagh @kenshino @parcodeisuoni @voldemortensen @jdembowski @abletec @wizzard_ @sergeybiryukov @stevesterndatacom @geoffreyshilling @pmfonseca @valeriosza attended.

Announcements

WordPress 4.6 RC 1

WordPress 4.6 RC 1 is here. This is the first Release Candidate, meaning that the developers are reasonably sure this could be the final release, so please make sure you’re testing. Less bugs in the final release = less threads in the forums.

Varying Vagrant Vagrants is a simple way to run local WordPress sites for testing, though there are others, and of course you could always just install the beta on a subdomain on your own hosting provider/VPS/dedicated/cloud/etc, and don’t forget about the Beta Tester plugin.

4.6 OMGWTFBBQ Draft

The 4.6 OMGWTFBBQ Draft is up and open to feedback in its comments section.

We’d especially appreciate suggestions for the “Not a Bug” section (these are items which are intentional changes, but may seem like a bug or glitch to users offhand, like Dashboard fonts being different).

A few “Not a Bug” items were added since last week: Texts from my theme/plugins have changed, The category and tags screens look strange, and I can’t link to malformed URLs.

Formal Rules Against Site Feedback Requests

Due to increased spam-like abuse, we have established a formal rule against threads posted simply to request feedback on a particular site.

A Pre-defined Reply has been added for this under “Site Feedback Request”.

HelpHub Update

HelpHub will be positioning itself as the front of WordPress support, existing right at /support with articles at /support/articles and forums at /support/forums.

Basically, users will search for their problem/question in HelpHub first, see a list of relevant articles and/or support threads, and have the option to open their own thread if none of the results help.

As it stands now, HelpHub plans to have: really good search that autocompletes, article recommendations based on personas, contributor credits on articles, proper upvoting/feedback to improve the articles, and much more.

You can follow the development of HelpHub at Make/Docs.

Eventually, HelpHub will be officially retitled to SupportHub as a way to better integrate the focus of the two teams.

Checkin with International Support Liaisons

  • The Portuguese, Russian, and German support communities are loving their new forums and reporting glitches as encountered.
  • The Brazilian support community is holding weekly meetings on their own Slack instance, have begun to use the modlook tag, have received their first Support Team and Support Contributor badges, and are looking forward to their move to the upgraded forums.
  • The Italian support community is doing well and have received more Support Contributor badges.

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

#weekly-chat

July 14th Support Team Meeting Summary

Attendance

@macmanx @jdembowski @abletec @kenshino @clorith @jmdodd @fierevere @otto42 @bcworkz @erricgunawan @kidsguide @vitormadeira @sergeybiryukov @dartiss @numeeja @justingreerbbi @hardeepasrani @cristianozanca @geoffreyshilling @themeislesupport @songdogtech @stevesterndatacom @lukecavanagh @valeriosza @pmfonseca @rafaelfunchal @gugaalves attended.

Announcements

We’re trying a new format by putting announcements first. In this case, “announcements” are any announcements that either don’t need discussion or where discussion happens elsewhere.

  • The next WordPress Community Summit has been moved to WordCamp EU 2017. WordCamp EU 2017 will be in Paris, France from June 16 to 18. The Community Summit dates have not been set yet, but they will be either before or after WCEU.
  • If you’re looking to help more often in the Accessibility forum, or contribute to WordPress accessibility, or even just learn more about a11y in general, @abletec has released her educational materials for free.
  • Along with the move to bbPress 2, a forum redesign is on the horizon. The first research steps have been taken and feedback is requested at the linked post.
  • The Plugin Directory v3 is now in public beta! For more details, and to leave feedback, please see the linked post.
  • If you have been experiencing Slack crashes lately, it’s probably due to memory consumption from the size of WordPress Slack along with any other Slacks you may be logged into it. If you’re a Mac user, you’re in luck. @boogah has released Making WordPress which is basically a dedicated app for just WordPress Slack. Resource usage should be much lower, and if it still crashes, it won’t take your other Slacks with it.

WordPress 4.5.3

We have not identified any new negative trends introduced by 4.5.3.

WordPress 4.6 Beta 3

WordPress 4.6 Beta 3 is here. Please start testing it, as less bugs in the final release = less threads in the forums.

Varying Vagrant Vagrants is a simple way to run local WordPress sites for testing, though there are others, and of course you could always just install the beta on a subdomain on your own hosting provider/VPS/dedicated/cloud/etc.

4.6 OMGWTFBBQ Draft

The 4.6 OMGWTFBBQ Draft is up and open to feedback in its comments section.

Shiny Updates was suggested as a candidate for the Not a Bug section, but was left out for now as it’s a much more intentional and obvious improvement/change than Font Natively.

WCNYC Contributor Day

@jdembowski will be supervising the support contributors at WordCamp NYC 2016’s contributor day and asked for suggestions/requests for the support contributors there, beyond the traditional “answer in no-replies” suggestions.

Suggestions were given to offer feedback on the Support Handbook while using it to do support, to help out with triaging bugs in the Alpha/Beta forums, and to contribute feedback to the redesign research.

Not-English Support Communities in the Meeting

Everyone is welcome to attend and participate in the weekly Support Team Meeting, that especially includes members of the not-English support communities. Given how attendance usually works out, it may appear that we focus exclusively on English support, but if you have something that needs to be addressed in your support community, please do bring it to the meeting.

Responsible Moderation

Please remember that we do have the power to delete individual replies, not just entire threads. If anything in a thread is salvageable or otherwise of value to the community in general, please strongly consider only removing the offending replies, rather than the entire thread.

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

#weekly-chat