From: Fredrik Jervfors <jervfors@sq...> - 2007-02-27 21:25:43
>>> To reply to myself: an end-user has now even gone so far to add to a
>>> bug report about a lost addressbook the following:
>>> "Also, when trying to report an issue I don't want to have to become
>>> a user to this SourceForge to get my issue resolved. Your support page
>>> on SquirrelMail should have a support email address to be more user
>>> We've vastly changed our site, and people are still not reading it...
>> I don't have any strong opinions about this thread itself (I think
>> Thijs did pretty well with the changes to SM and I like the website),
>> but interested in what you think the problem is with this person. Was
>> the bug report added as a tracker to sf.net? It is fascinating that
>> someone read enough to find the tracker but not enough to figure out to
>> go to their provider. I'm not sure there is any more we can do and such
>> people can just be ignored if no one wishes to hand-hold them.
> RESOLVED. WORKSFORME.
> And I suppose if we wanted to, we could create a template on the SF
> trackers that reiterates that the problem as reported should be reported
> to their email provider, not the Squirrelmail development team, to
> minimize the time required to say the same thing over and over again while
> closing the tracker item.
Some of our trackers have this "canned response" already.