Last quarter, I finished up the suggester framework for Input. When a
user leaves feedback, registered suggester modules would look at the
feedback metadata and text and return suggested links. The suggested
links would then show up on the Thank You page. Users could then read
a bit about the link and click on it if it was appealing.
The first suggester I wrote does a search against SUMO kb articles to
see if any of the kb articles seemed relevant to the feedback. Users
frequently leave feedback about problems they're having that could be
known issues with known solutions or even problems Firefox solves with
features the user wasn't aware of. Because of this, it behooves us
greatly to guide these users to the solutions that make their Firefox
experience better. I wrote a post about that.
This project covers adding a new suggester that allows analyzers to
set up trigger rules for suggestions which is stored in the
database. When feedback matches the criteria for a trigger rule, then
the suggestion is shown.
I pushed out the last code changes on September 9th, 2015. On
September 25th, we created a trigger rule for feedback talking about
Norton's addon and suggested a link for a SUMO kb article that talks
about the problem. In the 5 days, 22 people saw the suggestion and
6 clicked on the link.
This blog post is a write-up for the Trigger rule project phase 1.