Update Question template for new issues #13351
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Now that Gutenberg has shipped in WordPress 5.0, we should consider updating the Question template for new issues to gently help people move their Gutenberg help requests to the main support forum as a first stop. This is because the ideal workflow is to ask for help and complete any troubleshooting needed with support first, which can then be moved to GitHub as a bug report once sufficient details are uncovered. This will help reduce duplicate requests, increase the quality of bug reports, and help developers working on the project focus on feature work and bug fixes for verified bug reports.
designsimply
added
[Status] In Progress
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Looks good in my opinion. What should we do about all open questions? Should we also close them with a similar message? |
gziolo
added
Needs Decision
youknowriad
approved these changes
Jan 22, 2019
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@gziolo, good question, thank you for asking it! We discussed this in the 2019-01-23 Core Editor Weekly Chat on WP Slack at https://wordpress.slack.com/archives/C02QB2JS7/p1548253285187700 and decided to scrub the currently 90 open The reasons for not bulk closing in this case are:
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Add https://wordpress.stackexchange.com/ as a fallback suggested resource for where to get help with technical help requests. Note: this was suggested in a Core Editor Weekly Chat on 2019-01-23 at https://wordpress.slack.com/archives/C02QB2JS7/p1548252431142200.
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This issue has been added to the Agenda for January 24th Support Meeting at https://make.wordpress.org/support/2019/01/agenda-for-january-24th-support-meeting/#comment-172967. |
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Thanks for the updates 👍 |
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I met with the WordPress Core Support Team (and Marketing was also looped in) today to discuss changes to the Question template and we decided to:
Link to the discussion for reference: https://wordpress.slack.com/archives/C02RQC6RW/p1548349915905600 |
I met with the WordPress Core Support Team to discuss changes to the Question template and we decided to: * Add a line to ask people to search before posting! * Move the handbook note up. * Update the title to "Help Request". * Update the description to "Please post help requests or ‘how to’ questions in support channels first". Link to the discussion for reference: https://wordpress.slack.com/archives/C02RQC6RW/p1548349915905600
designsimply
removed
the
Needs Decision
Move the handbook note to the bottom, to be friendlier.
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Going to ask for an Editorial review of e42ca3b before pushing this through. May I please have feedback on tone? |
designsimply
added
the
Needs Copy Review
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Overall, it's fine! My one thought is that I might not start so many lines with "Please" -- it makes it sound a little repetitive and automated. I'd probably rephrase a bit to be more like, "For general help requests, please post in the support forum at X. Technical help requests have their own section of the support forum at Y." |
designsimply
removed
the
Needs Copy Review
Mending the tone after an editorial review! 😍
This was referenced Feb 4, 2019
youknowriad
pushed a commit
that referenced
this pull request
Mar 6, 2019
* Update Question template for new issues Now that Gutenberg has shipped in WordPress 5.0, we should consider updating the Question template for new issues to gently help people move their Gutenberg help requests to the main support forum as a first stop. This is because the ideal workflow is to ask for help and complete any troubleshooting needed with support first, which can then be moved to GitHub as a bug report once sufficient details are uncovered. This will help reduce duplicate requests, increase the quality of bug reports, and help developers working on the project focus on feature work and bug fixes for verified bug reports. * Update Question template to add StackExchange Add https://wordpress.stackexchange.com/ as a fallback suggested resource for where to get help with technical help requests. Note: this was suggested in a Core Editor Weekly Chat on 2019-01-23 at https://wordpress.slack.com/archives/C02QB2JS7/p1548252431142200. * Update Question template to ask to search first I met with the WordPress Core Support Team to discuss changes to the Question template and we decided to: * Add a line to ask people to search before posting! * Move the handbook note up. * Update the title to "Help Request". * Update the description to "Please post help requests or ‘how to’ questions in support channels first". Link to the discussion for reference: https://wordpress.slack.com/archives/C02RQC6RW/p1548349915905600 * Update Question template to move the handbook link to the end Move the handbook note to the bottom, to be friendlier. * Update Question template with editorial feedback Mending the tone after an editorial review! 😍
youknowriad
pushed a commit
that referenced
this pull request
Mar 6, 2019
* Update Question template for new issues Now that Gutenberg has shipped in WordPress 5.0, we should consider updating the Question template for new issues to gently help people move their Gutenberg help requests to the main support forum as a first stop. This is because the ideal workflow is to ask for help and complete any troubleshooting needed with support first, which can then be moved to GitHub as a bug report once sufficient details are uncovered. This will help reduce duplicate requests, increase the quality of bug reports, and help developers working on the project focus on feature work and bug fixes for verified bug reports. * Update Question template to add StackExchange Add https://wordpress.stackexchange.com/ as a fallback suggested resource for where to get help with technical help requests. Note: this was suggested in a Core Editor Weekly Chat on 2019-01-23 at https://wordpress.slack.com/archives/C02QB2JS7/p1548252431142200. * Update Question template to ask to search first I met with the WordPress Core Support Team to discuss changes to the Question template and we decided to: * Add a line to ask people to search before posting! * Move the handbook note up. * Update the title to "Help Request". * Update the description to "Please post help requests or ‘how to’ questions in support channels first". Link to the discussion for reference: https://wordpress.slack.com/archives/C02RQC6RW/p1548349915905600 * Update Question template to move the handbook link to the end Move the handbook note to the bottom, to be friendlier. * Update Question template with editorial feedback Mending the tone after an editorial review! 😍
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Now that Gutenberg has shipped in WordPress 5.0, we should consider updating the Question template for new issues to gently help people move their Gutenberg help requests to the main support forum as a first stop. This is because the ideal workflow is to ask for help and complete any troubleshooting needed with support first, which can then be moved to GitHub as a bug report once sufficient details are uncovered. This will help reduce duplicate requests posted to GitHub, increase the quality of bug reports, and help developers working on the project focus on feature work and bug fixes for verified bug reports.