Support Team Update – March 22nd

As mentioned in the agenda post, this was all about the upcoming callout to invite users to test 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. editor.

@karmatosed covered our needs nicely:

-Solid, robust docs: including docs for those supporting and education on Gutenberg common issues.
-Solid, robust reporting routes: no matter what system (tracTrac Trac is the place where contributors create issues for bugs or feature requests much like GitHub. 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.
-Solid support forumSupport Forum WordPress Support Forums is a place to go for help and conversations around using WordPress. Also the place to go to report issues that are caused by errors with the WordPress code and implementations. monitoring by more than me
-Solid triage of bugs that come in


Robust documentation

The first item, docs, is being collaborated in a Google Document to gather common questions (and answers) that we see now, and are likely to see when users get involved.


Reporting / Triaging

Second item, reporting, is a bit more tricky. Currently issues are filed on GitHub. We’ve historically created Trac tickets for users (those who are comfortable with Trac) when we’ve had coreCore Core is the set of software required to run WordPress. The Core Development Team builds WordPress. updates.
It’s therefore not unlikely that those comfortable with GitHub may create issues there on behalf of the users, so that users can focus on a foru mtopic and not need to worry about various other platforms.

The format we’ve used in the past is as such:

  • Confirm forum post is a legitimate issue
  • Check if a ticket already exists for this issue
  • Create a new ticket if one does not exist
  • Respond to the user, acknowledging the issue or enhancement they had, and link to the created ticket so they can follow along at their own pace if they so desire.



When changes are proposed, users can often become get very passionate, it’s therefore important to keep tabs on what is going on. the `modlook` tag is still monitored by moderators, but this may not always be ideal, and there are a few other scenarios to consider.

We want to keep as much of the Gutenberg feedback on the plugin support forum for Gutenberg it self, this both helps containing information in one location, and avoids confusing other non-testing users across the forums as a whole. The easiest way to keep track of incoming Gutenberg topics is to follow the gutenberg tag, this also means we can tag topics outside the 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 Plugin Directory or can be cost-based plugin from a third-party forum with `gutenberg`.

Grabbing a mods attention may be desired without having to leave a reply to tag something with `modlook`, for this the #forums SlackSlack Slack is a Collaborative Group Chat Platform The WordPress community has its own Slack Channel at channel is ideal, leave a link in the channel, we can agree on a prefix term to use that moderators can have pings enabled for, this would allow an available mod to look at the topic in question within a more reasonable time.


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