1.5 KiB
1.5 KiB
Contributing to user support and social presence
[!NOTE] These instructions are supposed to be complete and accurate. If anything is unclear or does not work please report it so it can be fixed.
Synopsis
Users can post questions or problem reports to Mastodon, either mentioning the @pachli@mastodon.social account or using the #pachli hashtag.
After reading this document you will know how to respond to these support requests.
Activities
Responding to questions
- Answer the question.
- If you observe repeated instances of this question it may point to a UX issue in the app. Consider filing an issue to capture the possible improvement.
Responding to problem reports
- Check the list of closed issues to see if the problem has already been fixed and will be in the next release.
- If it has then let the user know.
- If the fix is in a deployed version of Pachli Current then suggest they try that and confirm the fix works for them.
- Check the list of open issues to see if the problem has already been reported
- If it has then let the user know (link to the issue), with a timeframe for the fix (if known)
- Ask if the user has any additional information that can be used to help resolve the issue, ask them to add it
- If it hasn't, ask the user to create an issue, or, if they can't do that, ask them for enough information so you can create the issue on their behalf
- If it has then let the user know (link to the issue), with a timeframe for the fix (if known)