How the support infrastructure works

This post is about how the support infrastructure works. We have in place a bunch of different ways to contact us for support:

– The forums
– Trac ticket system
– Email
– Blog comments

But there are a bunch of questions people have. A lot of people ask:

Why haven’t the Adium devs fixed the squirrels!

Well, not really squirrels, so replace the word “squirrels” with a problem.

Most of the time when we don’t see an issue, we don’t fix it. So that’s why getting issues to us in a way that we can try to reproduce them is great. Screenshots, detailed steps, etc.

Does everyone remember “the aim problem from last week”? Good, we’re going to use it as an example from here on out.

So whenever you have a problem, say, “the aim problem from last week”, we absolutely need you to do a few things:

1) Figure out if it’s an issue that needs discussion, or if it’s one that needs to just be fixed.

Issues that need discussion are probably best to be posted on the forums.

Issues that just need a fix are probably best to be posted to trac.

If you don’t know, post to the forums.

(the rest assumes you are going to trac)
2) Do a search!

We get at least 15 duplicate tickets per day on all sorts of issues. Well, at least it feels that way. It’s understandable if you can’t find a ticket, but we have over 5000 tickets so more than likely your issue is in there somewhere.

3) Read the ticket. This includes comments.

Guys/Gals, we don’t need 50 people telling us that their aim connection is no longer working, with the same exact symptoms. If you have new info, we need that, but otherwise just continue watching the ticket.

4) Follow the Reporting Bugs page.

Do a search, you’ll find it.

Anyhow, hope this helps.

Oh ya, one more thing:

Comments in the blog are less likely to be worked if the issue is in trac/on the forums. But comments are indeed welcome. 🙂

3 Responses to “How the support infrastructure works”