January 16th Support Team Meeting Summary

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

General announcements

We’ve changed up the agenda post (and summary!) to give it a little bit of color and fun.

That was a side-effect, the primary focus of the new approach is to make the agenda post more accessible to potential new users, by being more detailed about agenda items we remove the veil of mystery.

Goals for 2020

Better recruitment is a recurring theme, even across rosetta sites, how this will happen isn’t fully fleshed out yet, but there are exciting ideas being shared and if anything comes to fruition it will be shared in depth.

Look to onboard more people familiar with the new block editor, this is an area which is lacking as very few individuals have experience with it that go deep enough for support related tasks.

The idea of a support day, much like the already established translators and accessibility days was brought up as a potential goal to achieve for the year.

Many of the rosetta sites have also set translations of the support handbooks or HelpHub as their goals for the year, which should be exciting!

Checking in with international liaisons

Members of the support community from the Netherlands, Italy, Russia, Bangladesh and Spain took part and helped us flesh out some goals moving forward.

#support

January 9th Support Team Meeting Summary

General announcements

No particular announcements this week, as we’re coming off the holiday downtime, but a reminder of ongoing discussions relating to the validity of reviews and spam prevention. Watch for relevant meta tickets relating to this.

Checking in with international liaisons

Members from our international community took part this week, and we saw them joining from Russia, Sweden, Spain, Bengali and Greece. And yes, there is a new face in there, I love seeing new attendees, everyone is welcome, and we’re always interested in hearing how things are going outside of the international forums, it helps provide a broader understanding of our users, and encourages us to look at things from other perspectives.

Open floor

The pre-defined replies that are recorded in the support team handbook have gotten an update.

A remark on recurring issues relating to errors when saving posts was brought up, some discussion shows that this primarily happens to sites with WP_DEBUG enabled, as this makes the JSON response from the save-function become invalid when it contains error notices and similar, often caused by plugins or themes.

#support

December 12th Support Team Meeting Summary

General announcements

The bbPress slowdowns have, for the most part, been resolved right now (some moderation tasks may still be slow at times, this is being looked into, but for the average user, it should be fine), and notifications have been re-enabled on the international forums (they were disabled for a period due to incorrect recipients).

Health Check

Our favorite support tool is the Health Check plugin, but it has some drawbacks (or amazing features, depending on how you look at it); It currently supports WordPress 4.0 or higher, that’s a lot of versions to account for when working on the plugin.

There’s a request for input on thoughts relating to splitting things out, keeping a “Legacy Health Check” for those users on older versions of WordPress (for example, many folks actually use it before updates to help check that they can upgrade without major issues).

The details on the proposal can be seen at https://github.com/WordPress/health-check/issues/365, and input can be left there, or in the comments below the make/support summary post.

There many be many pros and cons to this, the two major ones brought up so far is that yes, it provides better parity with core in an up to date release, with less restricted by older core versions, but it may be confusing to have two similarly themed plugins/names.

Checking in with international liaisons

We had lovely community members from Sweden, Russia, Netherlands, Urdu, Brazil, India, and Italy (and possibly other spaces who did not get a chance to say hi this time), and some of them stepped up and helped out a new member get situated with the Bengali forums, so thank you @fierevere and @tobifjellner 🐱‍🏍

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

Feeling overwhelmed? Walk away, you are a volunteer, and don’t need permission to take breaks or to walk out on any situation you are no longer happy or comfortable with.

#support

December 5th Support Team Meeting Summary

We had a short and quiet meeting this week, folks are busy preparing for holidays and such, so this isn’t a surprise at all 🙂

Announcments

WordPress 5.3.1-RC1 is scheduled for this week, on December 11th.

Checking in with international liaisons

Members from some of our international parts of the community, including Russia, Italy, India, Brazil, and Sweden, were available during this weeks meeting.

Open floor

Slowness on the forums

A question about the bbPress update, and current slowness on the forums was brought up.

The current slowdown on the forums is relating to missing caching for certain actions. This is notably the case when moderators perform certain tasks, like approving pending posts, or when users post replies to topics.

The bbPress team are aware of the issues, and will be looking into this.

HelpHub role assignments

There’s currently a limitation in HelpHub, which means it’s not possible to add a HelpHub editor or manager to someone who has not previously participated in the forums in some way.

A ticket, #meta-4890, was made for this and can be watched for future updates on the matter.

#support

November 14th Support Team Meeting Summary

General announcements

bbPress 2.6 was released this week, and has been deployed to the various forums. Please note that an upgrade notice will show up in wp-admin if you have the appropriate access, don’t click this, the meta team will handle the upgrade routines accordingly once they’ve been tested in our large setup scenario.

WordPress 5.3

The new version of WordPress, version 5.3, was released this week.

As is customary after a major release, the WordPress 5.3 Master List has been published, and is a living document being updated with anything we find that breaks WordPress for users.

Discussion on linking to off-site support platforms

A hot topic this past week has been linking to support-topics that are outside of WordPress.org.

Some good conversations were covered during the weekly meeting, and a make/support post has been published outlining what we discussed, and allowing for input from those unable to attend the weekly meeting.

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

#support

November 7th Support Team Meeting Summary

We had our final call for changes to the WordPress 5.3 Master List, along with a call for testing of WordPress it self, as the next version of WordPress is scheduled for November 12th.

We discovered that there’s a need for a specific page for Twenty Twenty that the feature theme team has already finalized (teamwork makes the dream work!), which will be linked up properly after the upcoming release.

Fair warning as well, that next meeting we will be utilizing the meeting-opener used by many other teams. The support team in general doesn’t use the /here command, as we wish to avoid notification burnout, but we will be using it for the first meeting after a major release to make sure we can gather any important information that surfaces from users after a release.

Checking in with international liaisons

Members of our community from Sweden, Italy, Netherlands, India, Russia and Spain were part of this weeks meeting, with some new members from a few of them stopping by!

One of the contributors asked about information on highlighting topics to see which ones need addressing still, which the support team has a tool for at https://make.wordpress.org/support/handbook/appendix/helpful-tools/#clearer-plugin-and-theme-support.

Open floor

A request for more details for those running a contributor day was put forth. Turns out the existing page had been edited, and left in a state pending review. This has been re-published and is available at https://make.wordpress.org/support/handbook/getting-started/getting-started-at-a-contributor-day/.

We would like to improve the getting started documentation, so if you’ve ever held a contributor day and done support, input on what worked, what information you felt was missing, and what could be improved upon is very much welcome at any time.

If you would be so kind, please leave a response to the annual WordPress user survey for 2019.

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

🎉 With the influx of new users lately, we’ll revitalize the contributor tips, a crowd favorite.

Helping out is awesome, but be selfish now and then, take the time you need to relax and unwind.

Contributor Tips

#support

October 31st Support Team Meeting Summary

First a reminder that we’re still working on the WordPress 5.3 Master List, to cover items that we foresee users being confused about, viewing as potential issues and so forth.

And of course, please help test the new version before it goes live.

Checking in with international liaisons

Representatives from Sweden, Russia, Brazil and the Netherlands took part in this weeks chat, mostly focused on the upcoming release.

Open floor

A question was brought forth on the process when requesting data deletion from WordPress.org. Although we don’t know the exact procedure, the privacy policy does make note that historical data such as commit history for plugins, themes and WordPress core are all retained. There’s also a section on forum posts and topics being historical data, and removing them would cause holes that may destroy the overall understanding of information., As such the user profile is scrubbed and anonymized.

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

#support

October 24th Support Team Meeting Summary

General announcements

There’s been a few questions, and comments, about access to WordPress.org access being limited from the Chinese region of late, so we figured we’d give some information when possible.

There’s an ongoing issue with a lot of malicious traffic originating from the Chinese region. This is making the WordPress.org security systems limit connectivity from affected areas, and unfortunately also negatively affecting legitimate users.

We’re actively monitoring the situation, and are looking into ways to remedy this for real users, but due to how internet traffic is routed it’s not something that is likely solved quickly.


The initial post for the WordPress 5.3 Master List has also gone up at https://make.wordpress.org/support/2019/10/wordpress-5-3-master-list/.

The Master List is a forum thread created by the support team for every major release of WordPress where we pre-emptively gather information on what users may face and be confused by, mistake for bugs or need ot be aware of. It’s a living document, and as the release lives on the thread is populated with information of broken plugins or themes that impact a larger amount of users, bugs that are discovered etc. This allows us to have one location to reference for information, and to link users towards for troubleshooting steps.


@bethannon1 will be leading the Support Desk (aka Happiness Bar) at WordCamp US, and is looking for potential volunteers to help staff it. If this sounds like you, feel free to reach out to her!

Checking in with international liaisons

Members from our international parts of the community in Italy, Sweden, India, Brazil, Portugal and Russia were part of this weeks meeting.

We also looked into if the Master List could be made more easily available for translations for our international crew. @tobifjellner has some good insights on utilizing HelpHub/SupportHub once it’s ready for synchronization between locales, and we will revisit this at that point as it becomes more viable when those systems are in place.

Open floor

A question about process with user management was brought forth, in relation to theme submissions on WordPress.org.

Unfortunately, there wasn’t enough information to make informed recommendations on the scenarios mentioned, but we invited those responsible to return to #forums with more details for a more thurough check.

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

#support

October 17th Support Team Meeting Summary

General announcements

First up, the draft for the 5.3 Master List. I didn’t see any feedback on the make/support post on the preferred location for this, so I’ll go ahead with the GitHub as a start, with a make/forums post in addition pointing towards it (and letting folks who are not familiar or unable to use GitHub a place to participate). We’ll be using the shiny new Master List repository for this as well, so looking forward to that, and the post should go up some time tomorrow.

The core field guide isn’t released yet, which is a great asset when picking items to highlight or cover, so once that is out we’ll also be in a much better spot to filling out our own stuff.

Next on the agenda, some updates from the land of IRC.

The website that powers the WPBot IRC help bot has been updated and now also provides a handy REST API endpoint for the pre-defined replies that are commonly used on that platform.

Along with this, the bot it self was updated to use modern PHP, giving it a deeply sought after performance boost, and also allowing the log viewer connected to it to be updated in the same run.

WordPress 5.3 progression

For those keen-eyed individuals out there, you may have noticed that RC1 (Release Candidate 1) is available!

https://wordpress.org/news/2019/10/wordpress-5-3-release-candidate/ for those who’ve not yet seen it

As mentioned earlier, the field guide isn’t quite ready yet, but RC1 is when we start working on the Master List for the forums, and it’s roughly 1 month from release at this time, give or take a couple of days.

Checking in with international liaisons

Members from our community in Sweden, Russia, Portugal, Brazil and Italy were part of this weeks discussions, with some great conversations about our check-in process, and also with updates on the HelpHub rollout.

Speaking of HelpHub; Russia, Brazil and Italy have all been added to the HelpHub lists, and have started getting these populated in their respective languages, great work team!


We had a chat about our courtesy pings to named individuals, and although the meeting leader is not a fan of the /here command, it sounds like it might not be a bad idea in some scenarios.

In light of that, we will utilize it on our first meeting after a release, both to gauge the effect, but also broaden the reach as we try to gather information on how a release went and what we should be keeping an eye out for.

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

#support

October 10th Support Team Meeting Summary

General announcements

With WordPress 5.3 nearing, please keep thinking of Master List items, we will start working on this once WordPress 5.3-RC1 is released, and the field guide from core is posted.

In the meanwhile, the historical reference to Master Lists is being gathered at https://github.com/wporg-support/master-list, which will allow for easier referencing, especially relating to discussions around core auto updates of late.

Some interesting insights indicating the quality of plugins, themes and core it self have gone up massively, and we are seeing fewer and fewer issues with each release, when looking at the history of our Master Lists.

With WordCamp US nearing, a call for volunteers for the Support Desk (also known as the Happiness Bar) was put forth by @bethannon1

@sterndata is gathering information on what people would expect, and like to cover, at a contributor day in relation to support.

Feel free to reach out to either for information and idea-sharing!

WordPress 5.3 progression

WordPress 5.3 Beta3 was released this week, with Release Candidate 1 planned for October 15th. That’s not much time left to get things wrapped up, so if you can, please do help with testing.

Checking in with international liaisons

Members from our communities in Russia, Serbia, India, Netherlands, Brazil, Portugal, Sweden and Urdu were present during this weeks discussions.

We also had a quick chat about early release knowledge within the communities outside the deeper WordPress developer circles.

Open floor

A discussion should be had on how and when to re-evaluate flagged users (users marked by moderators so that their posts need manual approval before being visible to the general public).

We’ll also look to get some new pre-defined moderator replies written up about flagged users to explain what it is and why the individual was flagged.

Should we look into doing some tag cleanup on the forums? There’s almost 600 000 “unique” tags on the international forums at this time, many of which are watered down variations of others. Tags serve various purposes, and are useful, but they lose their effect when they’re this diversified.

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

#support