Office Germany

Team

The german (virtual) office consists of

  • Axel Hecht (member of the board, general source of annoyance, webmaster-de)
  • Henrik Skupin (translation of the site)
  • Michael Offermann, Gustav Wall (otrs work for webmaster-de)

Local OTRS rules

You first want to read the OTRSGuide.

The OTRS work for de-DE is happening in the sub-queues of de-DE. The general attempt is to be nice and helpful once, and to forward further requests to the forums. That is, if answering is snappy, if it's a tricky issue, make it go to the forum at once. Same goes for evangelism (my site doesn't work, my bank doesn't work), directly over to the forum. The right template answer for this is de-to-forums. The general purpose answer template is faq-de, but you should add a self-worded text answering the users question to the mail. The resulting mail is supposed to leave the user at least as friendly towards Mozilla as she/he was before.

If a customer mails a single request several times, just close those tickets, with the comment "dupe" without notification to the customer. They may nag, and we shouldn't bother about that. This is different from the "multiple (different) mails" rule above.

If a mail is actually about the mozilla-europe site, please move it in the the "site" queue, Corporate support requests, membership inquiries and cheers go to their respective queues beneath de-DE as well. Don't resolve this tickets, please, Axel handles those. Merchandise-related mails are handled by Axel, too.