Support Links
Formats
These are in order of preference. <slug> should usually be the slug of the
knowledge base article, but can also be a custom string we deploy a redirect
for if it’s a support.thunderbird.net URL.
https://support.thunderbird.net/%APP%/%VERSION%/%OS%/%LOCALE%/<slug>
These URLs are generated in JavaScript with Services.urlFormatter.formatURLPref("app.support.baseURL") + "<slug>".
This format is also often used in mozilla-central code and will automatically
point to our URL thanks to using the preference, like the
<moz-support-link> custom element.
Typically if a redirect is wanted, this format is used.
https://support.thunderbird.net/kb/<slug>
This format can be used to easily refer to any article without needing any JS, so the link can be statically declared. Make sure that no language code sneaks into the URL.
https://support.mozilla.org/kb/<slug>
While this would work, we want to avoid hard coding support.mozilla.org in our
code base. Instead the support.thunderbird.net variant should be used if the
dynamic generation from the pref is not feasible.
Redirects
Redirects are defined in the Thunderbird Website repository. If discussion on the desired slug for the article is ongoing and blocking further engineering work, using a redirect allows code to land and the correct slug can then later be set in the redirect.
Useful redirects
There are some generally useful redirects set up for support.thunderbird.net:
https://support.thunderbird.net/homeorhttps://support.thunderbird.net/→ The SUMO product page for Thunderbirdhttps://support.thunderbird.net/kb/ask→ The SUMO new question page for Thunderbirdhttps://support.thunderbird.net/kb/category/20→ The SUMO How To page for Thunderbird
Requesting a new article
Sometimes articles were accounted for in the design, but none has been created yet. To request the creation of a knowledge base article, file an issue in the Thunderbird SUMO KB Issues repository.