[Pidgin] #11652: How to avoid new tickets like #11648

[Pidgin]

#11652: How to avoid new tickets like #11648
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 Reporter:  foxcole                 |        Owner:  kstange
     Type:  defect                  |       Status:  new    
Milestone:                          |    Component:  webpage
  Version:  2.6.6                   |   Resolution:         
 Keywords:  home AIM error message  |  
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Comment(by foxcole):

 "You can continue to make comments on a closed ticket (it isn't all that
 rare that a ticket will get reopened based on ongoing dialog). "

 When I went to that original closed ticket I followed the link from the
 e-mail message. There was no available comment box and no 'reply' button
 in any message or on any of the surrounding page. I'm a technical writer
 and assure you I examined the page carefully.

 Just now I went back into that ticket using search instead, and there is
 both a comment box and a Reply button. Not sure what's going on, but the
 method of access potentially might make a difference after a ticket is
 closed.

 "I think you're right that the message on the website could be made more
 discoverable, but it has been our experience that people don't usually
 bother to even look there, so there isn't much motivation to invest a lot
 of time in that."

 Fair enough! But the other part of the suggestion was "The same message
 should also be easily found (i.e., not buried in a page full of similar
 text) in a location where people expect to look for help information."

 People are contacting you for support because they're going through the
 Help menu link to the website, where they're faced with a solid page of
 FAQ.

 If they're observant, they'll notice the "FAQ Contents" link to "Using
 Pidgin" and click that. The first item they may notice on the resulting
 page is "How do I use AIM, MSN, Yahoo!, Google Talk/Jabber/XMPP . . ."
 and they might click that too.

 This is the place to duplicate that home-page message about AIM, but the
 information is not there, nor does it appear anywhere else in the Pidgin
 FAQ page. Perhaps it could be copied and pasted in.

-- 
Ticket URL: <http://developer.pidgin.im/ticket/11652#comment:4>
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