How To Support

[misskat]

Hellooooo!

I've gotten some feedback that the Support process from the volunteer side is opaque and confusing. I, along with some other folks, are looking to change that. The first step in this multi-step process is to find out what the people who do Support are actually using.

To this end, please take a minute and post your most-used links, extensions, and helpful tools in the comments here.

Thanks!

-Kat

Comments

[trixieleitz]

Seconding the rec for Clippings and fu's GM scripts. When I was doing LJ support I had some other scripts as well, from sophie IIRC (and I do apologise if I've misattributed there!), but I'm not sure if they work on DW. There was one which let you type [faq###] in the response and it would expand to the full FAQ link which I used All The Time. There was another which placed links next to each screened that, when clicked, selected it in the "select for approval" menu, which was also super-useful to me as an SH. And a Preview button which let me display the response on the page before I submitted it, which for some reason was far more effective for typo-hunting than looking at what I'd typed in the form.

I also used URL Link, which lets you customise text added to strings that you want to open as URLs. For example, if the user has typed the username of someone else's account and you want to go to the corresponding RSS feed to check for "don't show on reading pages", you can select the username and use URL Link to add .dreamwidth.org/data/rss to the URL. Or if they are asking about a community they want to join, you can check the comm's membership settings by adding the gubbins that makes it into a profile link. That sort of thing.