I said way back in 2004 when the Mozilla Foundation was “Soliciting Proposals for Support Services” that support sucked. I made a few proposals (including chat and knowledge base).
It took a long time, but support finally seems to be up to spec. Awesome.
Yeah, the support site is coming along nicely, thanks for noticing it.
I didn’t know you were proposing those ideas already back in 2004. Some interesting ideas there indeed!
The forums we’re building are pretty close to what you suggested with ticket based support. I want to enable e-mail notifications by default for people who provide it, to increase the odds of users finding their way back to the forums after posting a question.