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Update Question template for new issues #13351

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merged 5 commits into from Jan 29, 2019

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designsimply commented Jan 16, 2019

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.

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.
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gziolo commented Jan 17, 2019

Looks good in my opinion. What should we do about all open questions? Should we also close them with a similar message?

@gziolo gziolo requested a review from WordPress/gutenberg-core Jan 22, 2019

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youknowriad left a comment

LGTM 👍 Let's run this by support too.

@gziolo gziolo added this to the 5.0 (Gutenberg) milestone Jan 22, 2019

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designsimply commented Jan 23, 2019

@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 [Type] Help Request issues manually then implement a change to the Questions template to add StackExchange as a second recommended option for getting technical support.

The reasons for not bulk closing in this case are:

  • Some older help requests never received a reply (19 of 90).
  • Some help requests may have been mislabeled if information in the initial report was very limited.
  • 90 is manageable to work through manually and two volunteers stepped up to help coordinate that (clorith and myself).
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.
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designsimply commented Jan 23, 2019

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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youknowriad commented Jan 24, 2019

Thanks for the updates 👍

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designsimply commented Jan 24, 2019

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:

  • 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 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.
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designsimply commented Jan 25, 2019

Going to ask for an Editorial review of e42ca3b before pushing this through. May I please have feedback on tone?

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michelleweber commented Jan 25, 2019

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."

Update Question template with editorial feedback
Mending the tone after an editorial review! 😍

@youknowriad youknowriad merged commit bf124b7 into master Jan 29, 2019

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@youknowriad youknowriad deleted the update/reword-question-template branch Jan 29, 2019

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