Support Team Meeting Updates for September 13th

General announcements

WordPress 4.9.9 has been given a tentative release date of November 5th. This is subject to change, but is the current working date.

Checking in with international liaisons

Members of the Russian, Hindi, Dutch, Brazilian, Urdu, Swedish, German and Spanish communities were part of this weeks meeting, letting us know things are going well in their respective communities as well.

Open floor

The 404 page on the forums isn’t very helpful, as many things may have happened to a topic before you end up on this page. Adding a bit more information will help users going forward. We’ll be ticketing this and following up on the Meta Trac.

At WordCamp US this year, we’ll be doing another of our onboarding sessions. If there are items you feel should be included please reach out to @zoonini or @bethannon1 and they’ll help facilitate this!

 

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

#support

Support Team Meeting Updates for September 6th

General announcements

Some page builder themes appear affected by a removed function in Gutenberg (it had been deprecated for a while). Some of them may therefore need updates to be fully compatible with Gutenberg again.

Checking in with international liaisons

Representatives from our Italian, Swedish, Greek, Dutch, Spanish, Russian, Belgian, Brazilian, German and Urdu communities were present during this weeks meetings.

Open floor

When handling reviews, and they need to be archived, remember to inform users of why. This is very apparent with Gutenberg related posts, as many users are first time posters who may not be familiar with forum etiquette. Let them know what is going on and why.

We’ll also be making a more official post about review handling on the make/support page. A few support team members have recently blogged about this privately, but we’ll want something more official we can link back to.


In other news, we’ll be revising the Forum Guidelines, trimming them down and making them more discoverable.

We’ll work on discoverability after revising the content though, to help users more easily digest the content and understand what lies behind it. We’ll be collaborating on this in the coming weeks, so look for a make/support post on that as well.

 

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

#support

Support Team Meeting Updates for August 30th

General announcements

For moderators, when flagging an account, remember to always reply and let the user know why and what this means for them.

Once they’ve behaved, remember to unflag accounts again, it’s not a permanent position after all, and remember to retain all user notes, there’s no situation where a note should need to be deleted.

Checking in with international liaisons

Representatives from the ItalianSpanish and Pakistani communities took part during this weeks meeting.

Open Floor

A question was brought forth on how to deal with bad reviews on the forums.

In general, you will, at some point, receive negative feedback. It is impossible to please everyone. We promote good replies to bad reviews as the best approach, users care that authors take the time to respond and try to help users.

Ignore the stars, see past them and instead see the person behind the review, and try to find out why they had a bad experience, and try to turn it into something positive.

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

#support

Support Team Meeting Updates for August 23rd

As previously mentioned, items with no new information are omitted to cut down on unnecessary noise in the summaries.

Checking in with international liaisons

We had representatives from SwedenItalySerbiaBrazilSpainIndiaRussia and Germanypartake in this weeks gathering.

We’re also happy to have some new rosetta users join us, if you’re not already taking part, we welcome you to stop by!

 

 

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

#support

Support Team Meeting Updates for August 16th

General announcements

Reporting topics

An illustration of a previously reported topic, showing what account reported it.

We’ve got a new option for reporting topics, on the right hand sidebar of any topic, there is now a Report this topic link that any logged in user may use.

When they use this button, it adds the `modlook` tag to the post, and registers who made the report. The information on the reporter of course is only visible to moderators.

When and how to tag users

When tagging a user, you should always add a user note, please also add the note from the topic/post that caused the reaction, that way it’s automatically linked to. Also, describe why a tag was done, don’t add a bunch of links, as tags are global across rosetta sites as well, it’s not possible for many to look at archived posts cross-network.

As for when to tag a user, if they are repeatedly violating the guidelines, or there’s a high probability of a first time offender repeating their actions, you may tag them (remember to leave a reply explaining that they are tagged, what that means for them, and why). For the majority of users, a first time offense is not a reason to tag them, they just didn’t read the guidelines (although we wish they had), adding a user note mentioning they’ve been warned for whatever behavior is a great reaction to a first time offense, along with informing them of what they did wrong.

Checking in with international liaisons

Members from the SerbianItalianGreekRussianSwedishDutch communities partook in this weeks meeting.

 

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

#support

Support Team Meeting Updates for August 9th

Items covered at today’s Support Team Meeting:

  • WordPress 4.9.8
  • Losing Track of No-Reply Topics
  • Checkin with International Support Liaisons

Read the Make/Support blog post for more details.

#support

Support Team Meeting Updates for August 2nd

WordPress 4.9.8 preparations

We’ve prepared the new master topic for the plugin’s support forums.

It sets expectations, provides quick insights and links to the official FAQ page in the Gutenberg handbook. We’ll add a FAQ section if we see a need, in the topic it self, as the official one is more developer oriented.

If/when we receive reports of theme and plugin conflicts we’ll be adding them there to the list of known conflicts. This will let us know what we should test against, and also give users an indication of if their issue is already covered by us.

Checking in with international liaisons

We had representatives from the RussianGreekSpanishDutchBrazilian and Germancommunities take part during this weeks meeting.

If you’re attending out meetings but are from a non-mentioned community, feel free to say hi on their behalf and let us know how things are!

Open floor

A reminder that the Forums channel will be in “release mode”, this means we will avoid general chatter/emoji streams to avoid missing important shared information.

 

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

#support

Support Team Meeting Updates for July 26th

WordPress 4.9.7

As we’re nearing the release of 4.9.8, we’re happy to see that no new issues have sprung up in that time.

WordPress 4.9.8

WordPress 4.9.8 is scheduled for release on July 31st, this is early next week. We’re currently able to test Release Candidate 1 (we may see a 2nd one before the release), so if you are able to, please help test it.

In preparation, for 4.9.8, and the Gutenberg callout in core, we would like to see who’s available to help out specifically in the Gutenberg plugin support section. We do ask that you’ve used Gutenberg a little and are familiar with it for this, since users may need guidance. Please leave a DM on Slack for @clorith, and he’ll be able to see what kind of coverage we have. We don’t need 24/7 instant replies, but if we can avoid users sitting for a full day (or days) without a response that would be great.

If you do help out, please use the Also Viewing script that the support team uses, it helps avoid multiple people answering the same topics. We want to avoid the feeling of being “piled on” in a topic, it’s better to let each person do their thing when possible unless they seek extra help.

Checking in with international liaisons

Representatives from the SwedishSerbianItalianRussian and Dutch communities were reporting in and are having a good time.

 

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

#support

Support Team Meeting Updates for July 19th

WordPress 4.9.7 and 4.9.8

There’s no new undocumented issues discovered in WordPress 4.9.7

WordPress 4.9.8 is getting closer, so please help test it if you can.

Checking in with international liaisons

The Swedish, Urdu, Greek, Brazilian, Serbian, Spanish

The Greek community are also preparing for the upcoming Thessaloniki WordCamp.

Open floor

In preparations for the Gutenberg callout, we’re organizing the plugin support forums a bit. We’ve added a master list (much like we do for major core releases) that will contain links to resources most commonly referenced, and known compatibility issues we’ve discovered.

We have also invited members from the hosting team to stick around in our channel and let us know of any recurring issues they discover so that we can try and gather them in one location for the whole community to access.

An initial list of FAQ’s we find likely is being gathered in an open Google Docs document, which will be migrated to the more public thread for release.

And as we expect a bit of noise early on, we’ll be following our usual guidelines for a WordPress major release, keeping channel clutter out so we don’t miss important details.

 

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

 

#support

Support Team Meeting Updates for July 12th

General announcements

Just a reminder to update your Also Viewing script, if you’ve not already done so (and don’t have auto-updates enabled), after the recent update.

WordPress 4.9.7

The most notable recurring issue is the recently discovered memory leak, this is being tracked with a core ticket.

Try Gutenberg preparations

With the coming release of WordPress 4.9.8, we will likely see the Try Gutenberg callout be included in core.

Gutenberg currently has a web form for collecting feedback, but the nature of plugins when you are looking for support is to look to the forums. There is also a `Support` link added under the Gutenberg admin menu item.

With this introduction, the plugin support forum is getting more prominent, and we help guide users to the right place to receive the help they may need. This is a feature project, and we know it will be included in core, we should therefore do our best to staff this part of the forum as much as possible after the callout goes live.

We will be, in part, treating this like a major release. This means we will follow the following pattern:

  • Add a master thread to the Gutenberg plugin forum.
    • The thread will have links to general resources.
    • Plugin conflicts will be tracked here in a separate reply to the topic. This means we can share this experience with other parts of the community, as they also prepare for this and it will be valuable information for them.
    • The most known issues and resolutions will go in there as a separate reply as well, with a living feed as we experience more common questions.
  • Our channel chatter will be kept to a minimum, so we don’t miss any important shared information.

Checking in with international liaisons

We had representatives from the ItalianGreekHindiRussianBrazilianSwedishDutchSpanish and German community take part during this weeks chat.

 

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

#support