Summary for January 19th Support Meeting

The weekly support meeting was held on Thursday, January 19th, 2023, 17:00 UTC in #forums on 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/.. Read the transcript in at your own pace (a Slack account is required)

Community headlines and updates

This is where news that are relevant or good to know for the team from across the community are brought up and shared.

HelpHub is being split out from support

The HelpHub platform is currently being migrated to its own home, alongside its redesign. This means that the codebase, and content, will no longer live under wordpress.org/support as it has until now. Giving space for more flexibility in the content they can create.

WordPress 6.2

The release squad for WordPress 6.2 has been set, and a tentative launch date has been decided on (this may change if anything comes up), and is currently set to March 28th.

Support Training

Having support-related training over on learn.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/ was brought up as a good way to share knowledge outside of the support community to others who may be offering support, for example for plugins or themes, and also as a possible avenue for more formalized onboarding procedures.

This is an area where collaboration with the make/training team would be beneficial, and if someone would like to get a head start on contributing, joining them in #training on Slack is a good first step, as any need for formalized onboarding for the support team specifically needs to be planned out, if there is a good response to this suggestion, so leave your thoughts below!

The Support Handbook

The Support Team Handbook has been more or less in the same state since it was finalized, all the way back in 2014, and is definitely due for a review, and update, as some information may be outdated, and other important information is likely missing.

If someone would like to join in a collaborative effort to revamp this, please reach out and we’ll organize some collaboration there.

Open floor

Unfortunately @clorith dropped the ball a little, and takes responsibility for forgetting to check in with our amazing international liaisons this week, and we instead jumped into open floor, where a few items were brought up.

BlockBlock Block is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience. editing in the forums

A request to enable the block-editor in the remaining global forums was put forth, more information will be posted about this in its own update post, but for now, the editor has been enabled on all forums, except the AccessibilityAccessibility Accessibility (commonly shortened to a11y) refers to the design of products, devices, services, or environments for people with disabilities. The concept of accessible design ensures both “direct access” (i.e. unassisted) and “indirect access” meaning compatibility with a person’s assistive technology (for example, computer screen readers). (https://en.wikipedia.org/wiki/Accessibility) ones (due to some reports of some accessibility concerns, so it was purposefully not enabled there, to not make posting more difficult at this time).

The WordPress Mobile Apps

The Mobile apps are currently being decoupled from other assets that have previously kept them tied in with Jetpack or 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/ assets. In this same move, they’ll be moving support back to WordPress.org (this has previously been tied to locked support systems).

The request was made to have a Mobile forum created, which shortly after the meeting was enabled (as it had preemptively been prepared already by the 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. Team).

MIKEY C, Lila McKenna – May I Have This Dance

#weekly-chat

October 27th Support Team Meeting Summary

Policy Change Fallout?

There has been no negative fallout from our relaxed policies on pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party vulnerability discussion and premium product support established during the September 29th meeting.

PHPPHP PHP (recursive acronym for PHP: Hypertext Preprocessor) is a widely-used open source general-purpose scripting language that is especially suited for web development and can be embedded into HTML. http://php.net/manual/en/intro-whatis.php. 8.x

WordPress 6.x is tested with PHP 8 and offers preliminary support, but we cannot guarantee compatibility for third-party plugins and themes since that is the responsibility of the plugin/theme developer.

We, along with Drupal and Symfony, are asking the PHP group to extend support of PHP 7.4.x, but we have no firm answers yet.

No More Flagging for Premium Support

We are no longer flagging users for requesting premium support on the forums, as that hurts their ability to post across all 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/ forums.

Support requests for premium products will continue to be encouraged towards the proper support venue (without closing the thread), and as always, flags (or bans as necessary) will continue to be applied for other Guideline violations.

Become Flag-Neutral if not Flag-Negative

The Pending queue has become excessive lately and is a drain on Moderator time (your experience may vary depending on timezone).

As you rescue items from the Pending queue, please check the reason for the flag and un-flag as necessary. If you’re not un-flagging at least one person daily, please reconsider how strict you are on that end of enforcement.

Weekend Assignment

Please test the latest WordPress 6.1 RCRelease Candidate A beta version of software with the potential to be a final product, which is ready to release unless significant bugs emerge. and the Twenty Twenty-Three theme, and report any bugs you find!

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

#weekly-chat

September 29th Support Team Meeting Summary

Feature Requests

There are a variety of feature requests that will expand the forum, but the team is united in addressing the bugs that need to be fixed first.

Discussion of PluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party Vulnerabilities in the Forums

Previously, all plugin vulnerability discussions were quickly removed from the forum, the account was flagged to prevent further disclosure, and the Plugins Team was notified.

Going forward, if the developer and Plugins Team have been properly notified, and the vulnerability has been publicly known for a time, discussion of that vulnerability is allowed, including any “me too” replies under the thread.

Please keep in mind that abuse of the forums for disclosing zero-day vulnerabilities remains a bannable offense.

Premium Product Support

Previously, premium product support was not allowed on the forums, and customers requesting help for premium products were directed to the product’s premium support venue, and the thread was closed.

Going forward, we’ll continue to enforce the same rule, but the threads will not be closed, in case someone with product knowledge wants to help there.

Pre-Defined Replies

A reminder that we have pre-defined replies for volunteers and for moderators. Please do make use of them, but so we don’t look like bots, please also personalize them a bit with each reply to make them your own.

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/ oEmbed on Forums

We are happy to report that, thanks to Dion, it is now safe to insert wordpress.org links (like support docs) on the forums without them generating large embeds. 🙂

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

#weekly-chat

Summary for November 18th Support Meeting

The weekly support meeting was held on Thursday, November 18th, 2021, 17:00 UTC in #forums on 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/.. Read the transcript in at your own pace (a Slack account is required)

Community headlines and updates

WordPress 5.9-beta1 has been delayed, a new date for the betaBeta A pre-release of software that is given out to a large group of users to trial under real conditions. Beta versions have gone through alpha testing in-house and are generally fairly close in look, feel and function to the final product; however, design changes often occur as part of the process., and consequently a new release schedule, is not yet announced, but will be posted once it is finalized by the coreCore Core is the set of software required to run WordPress. The Core Development Team builds WordPress. team.

Team representative nominations are over, and with only one nominee, we have no need to hold a vote. The nominee is @sterndata, and instead of the vote which would have ensured if there were multiple nominees, we will instead have a ~2 week period in which any concerns can be raised, this can also be done privately to @clorith. If no concerns are raised, or they’re all worked out, the final announcement of the new representative will be done after December 1st, and we will prepare a handover period with some onboarding and similar at that time.

Next weeks meeting (November 25th), will be a very informal office hours, due to major holidays being celebrated in parts of the world, and other social events elsewhere, there are not a lot of regular contributors available at the time, so this feels like a good approach.

Open floor

A note was made that often folks join the channel after an incident, quite often relating to something unfortunate happening on for example the forums, and that the users may not feel very well received.

This is in part by nature of guidelines helping us enforce directives, but we can probably also be better at providing a more welcoming surrounding in such cases.

We, as volunteers in the #forums channel, should avoid “piling on” when someone has concerns. Letting one individual handle the case, of course another person may be asked to chime in, but it should then ideally happen at the original attendees request, to avoid giving users a feeling of being outnumbered and of a lesser voice, or may lead to confusion and frustration.

That’s not to say things do not some times escalate, and we know that not everyone wants to accept the answers that are given. If things escalate, and users do not wish to listen, it becomes an unwelcome environment for other participants on Slack, so please escalate such cases to a Slack admin, and they can deal with it from there.

Vinni – Sommerfuggel i vinterland

#weekly-chat

Summary for April 15th Support Team Meeting

Headlines / Community Updates

WordPress 5.8 preparations

With Full Site Editing making it’s initial appearance in WordPress 5.8, the support team have started to prepare actionable items to get ready for it’s arrival.

Under are some thoughts and concerns that came up in that discussion, and which we’ll try to address moving forward up to the release date.

If there are other concerns or talking points, please feel free to provide them in a comment here, or raise them in an upcoming support meeting!

  • Coordinate with docs to make sure relevant documentation is ready before release so that support can familiarize them selves with it.
  • Coordinate with the GutenbergGutenberg The Gutenberg project is the new Editor Interface for WordPress. The editor improves the process and experience of creating new content, making writing rich content much simpler. It uses ‘blocks’ to add richness rather than shortcodes, custom HTML etc. https://wordpress.org/gutenberg/ team, how do they want to get feedback, and issues, reported in a sensible way. Support shouldn’t have to create tickets, but pushing users away and telling them to go to GitHubGitHub GitHub is a website that offers online implementation of git repositories that can easily be shared, copied and modified by other developers. Public repositories are free to host, private repositories require a paid subscription. GitHub introduced the concept of the ‘pull request’ where code changes done in branches by contributors can be reviewed and discussed before being merged be the repository owner. https://github.com/ is also a terrible experience.
  • Make sure Gutenberg team has people on hand and we know who is available to help on complex issues the team may not know the answers to.
  • This may be another scenario like the blockBlock Block is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience. editor release where we see The Good, The Bad, and The Ugly. How do we support those who land in the thick of it with negatively inclined users. All while also trying to show understanding and compassion where it should be, not everyone is inherently bad, and may be concerned or scared users as well.
  • Likely a focus on existing users and how this affects them, more so than new users without existing themes and content.

To close off this weekly summary, we’ll this time enjoy the wonderful tunes of Peter Gabriel

#weekly-chat

Summary for March 18th Support Team Meeting

Announcements

Check out the project contributor handbook announcement, which also includes a Code of Conduct and Code of Ethics, both of which will supplement the support areas greatly.

The support team will be doing another ticket triage on Saturday March 20th, 2021,21:00 UTC. This one will be slightly different as we will be discussing and prioritizing tickets that you the user bring forth and feel is important. This is in no way a guarantee that your ticket will get done first, but rather a way to try and judge which items others think are important. Understandably not everyone can participate, so it is also OK to drop a ticket in a reply to this post, but you should then also include a reason why you think the ticket(s) are important and why they should be prioritized.

WordPress 5.7

As with most releases, there’s been a few issues for users, most of which have been self contained and resolvable in each individual scenario. Some recurring issues have been discovered, but these have all been addressed with tickets on core trac.

All in all, this has been a very smooth release so far (*knock on wood*).

Checking in with international liaisons

It’s been a while since we did an update like this here on the make blog, so it felt appropriate we do one again!

We had contributors from many parts of the world join us for our weekly little chat, none had any major issues to report, both in general and relating to the recently released WordPress 5.7, but it was great to hear from so many and be able to check in and see how everyone is doing.

Open floor

GiveWP hosted a panel on fighting online harassment in WordPress right after our weekly meeting, in which many members of our team were listening in, once the panel is published, we’ll drop a link for you all to watch it as well.
With that in mind though, please do not hesitate to reach out either in the #forums Slack channel, or directly through a private message, if you at any point feel unsafe or mistreated in any way, and we’ll do what we can to help.

And in closing, we provided you all with a little musical adventure, a composition by Philter called Miyazaki Mountain

Miyazaki Mountain by Philter

#weekly-chat

Support team – November 5th – Summary

Headlines / Community updates

After some hearty discussions surrounding handling of support requests for commercial products on the 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/ forums, a set of guidelines for how moderators should respond to such topics was worked out.

This work spurred the now published Moderator Enforcement Guidelines, the goal of which is to ensure a unified response to scenarios that happen regularly, and make it easier to reference others to as well so they can see what the process is.

Open floor

We had a good discussion on how to get the forums more forum-like, there’s already a meta ticket for this (https://meta.trac.wordpress.org/ticket/4007), but it doesn’t quite hit all the right notes.
A post will follow with a proposal for how this could be approached, that would solidify their place as a forum, and also make discovery a bit easier.

#weekly-chat

April 7th Support Team Meeting Summary

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

General announcements

Summary posts after meetings will moving forward be posted if there are updates that need sharing or decisions that need discussing.

For general checking in during weekly meetings, we’ll still have agendas, so we’re not going full-on office hours only (as it’s nice with an excuse to bring everyone together once a week 😀 ), but we will limit the summary posts to information that needs to be shared, for example following major releases of WordPress.

Checking in with international liaisons

Members of our community from Russia, Sweden, Italy, Spain, Bangladesh and India were available for this weeks chat, even while WordCampWordCamp WordCamps are casual, locally-organized conferences covering everything related to WordPress. They're one of the places where the WordPress community comes together to teach one another what they’ve learned throughout the year and share the joy. Learn more. Spain Online was ongoing!

One who smiles
rather than rages
is always the stronger.

#weekly-chat

March 12th Support Team Meeting Summary

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

General announcements

Many countries are starting to experience the Daylight Savings Time (DST) changes these days, and although a lot of teams change their meeting time when this happens, the support team hasn’t done so for many years, and will keep it’s 17:00 UTC time slot.

Adjusting the meeting format a little

Although a pre-existing weekly time slot, we had no published agenda this week, and just winged it. This turned out to be a popular format, as it allowed for more users to get a word in that would normally feel compelled to sit idle by when an agenda existed.

In light of this, we’ll be looking to do an informal agenda-less meeting regularly, likely once a month, to help spur further such good conversations.

Upcoming changes to WordPress 5.4

The newly introduced full screen editing by default that’s slated for WordPress 5.4 was discussed at length, and although it’s inclusion in the release is still up for debate, we will plan for a scenario where it is included.

The primary concern is users feeling lost, how do we help them find their way back to their usual flow, and the desire for a simple solution to users.

It was mentioned, but has since been discovered to be incorrect, that a keyboard shortcut would let you toggle the mode, this is not the case as of this writing.

Pre-defined replies

The support team has a list of pre-defined replies for regularly occurring scenarios (available at https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/stock-answers/) which got updated this past week to allow for easy copy-pasting, and also got expanded with a new entry.

Old topic notifications

Discussions about how to handle older topics which may or may not be relevant followed suit, and one of the better ideas that came forth from this discussion was to add a notice, much like plugins does for older plugins, that information in this topic is more than X times old, and may not be accurate any more.

Checking in with international liaisons

Members of our broader community from Sweden, Russia, Bangladesh, and India took part in the lively discussions this week, and a thank you for that, as broader views are unimaginably valuable!

One who smiles
rather than rages
is always the stronger.

#weekly-chat

20 Feb 2020 Meeting Notes

WordPress 5.2

BetaBeta A pre-release of software that is given out to a large group of users to trial under real conditions. Beta versions have gone through alpha testing in-house and are generally fairly close in look, feel and function to the final product; however, design changes often occur as part of the process. 2 is out as of yesterday.

See the details at https://wordpress.org/news/2020/02/wordpress-5-4-beta-2/.

The Beta Tester pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party has had an update to make beta testing easier and more obvious. RCRelease Candidate A beta version of software with the potential to be a final product, which is ready to release unless significant bugs emerge. (Release CandidateRelease Candidate A beta version of software with the potential to be a final product, which is ready to release unless significant bugs emerge.) is scheduled for March 3rd. Marius (@Clorith) requests that support volunteers continue testing and making notes for any stumbling blocks that users might hit to be added to the “Master List” when the release is out.

The Site Health feature will include a new dashboard widgetWidget A WordPress Widget is a small block that performs a specific function. You can add these widgets in sidebars also known as widget-ready areas on your web page. WordPress widgets were originally created to provide a simple and easy-to-use way of giving design and structure control of the WordPress theme to the user., so be aware that users might find it and be confused as to its significance. Also to be aware of is the Calendar widget markup is changing. Tara (@t-p) asked about apply_shortcode and what the difference is, if any, to the old do_shortcode. While it is currently simply an alias, we should be encouraging the usage of the newer apply_shortcode going forward to match documentation and best practices to prepare the ground for the eventual deprecation of do_shortcode.

The discussion wandered off into the weeds at this point, so @Clorith brought us back to the path with the next agenda item:

International Liaisons

Each week we check in with the international teams. All reports that came back indicate no major issues, although the Swedish forum has seen at least one user with a completely wiped site, and Yui ゆい (@fierevere) of the Russian forums noted they have also seen a spike in hacked sites. There have also been cases reported in the English forums. Marius mentioned there have been a couple of high-profile plugins with security vulnerabilities in the past few days, which could be related. Watch out for ongoing issues with these.

Open Floor

There’s been a lot of activity around some plugins. While sharing information about ongoing issues is good, we need to make sure we remain neutral and keep things professional.

Joy (@joyously) wanted to share this link as a good read: https://www.welcometothejungle.com/en/articles/btc-discussion-open-source-maintenance

Tara asked about ThemeGrill as to whether the problems are fixed. Version 1.6.2 includes the relevant changes required to mitigate the issues. Yui ゆい reports that Duplicator has also been fixed for similar related issues. Joy asked about whether the WP Importer was impacted; Marius stated that there are no known issues there. James (@macmanx) points out that we’ll be seeing threads about these issues for some time yet, considering the number of sites impacted.

There was a good, albeit wandering into the weeds again, discussion about automatic updates and users updating manually or not. Also mentioned was backups and their importance. There was a suggestion that the Site Health feature could highlight the importance of updating WordPress and installed plugins and themes.

#weekly-chat