The Customer Experience team and our SUMO content community volunteers are responsible for creating, maintaining and hosting our knowledge base at support.mozilla.com (also referred to as SUMO). For millions of people around the world, our support content is the face of Mozilla when they have a problem or question about one of our products.

Learn how to submit a support content request below.

How do I submit a SUMO content request?

To submit a SUMO content request, file a bug under Knowledge Base Content component in Bugzilla.

The following information is required in the ticket, in order to get started quickly and efficiently.

• Is the content embargoed
• Product
• Type of request
  • New article
  • Update existing article
  • In-product link request
• Request summary
• Release number and date
• Publishing requirements, such as timeline, localization, and any approvals required
• Applicable documentation, design assets, instructions for testing in product

FAQ

Check out some frequently asked questions about our intake and content creation processes.

What is the process once the request is submitted?

After submitting a Bugzilla ticket, the content team will:

1. Claim the Bugzilla request and verify that all required information has been included. If there is additional information needed, the content team will work with the CX Product Support Manager to get the remaining details. All future updates to the Bugzilla ticket will send automated notifications to the requestor (determined by their personal settings).
2. Complete all work required for the update and will follow-up with the point-of-contact via the Bugzilla ticket for final approval of content.
3. Confirm completion once content is published and will close the Bugzilla ticket.

What are the writing guidelines for SUMO?

Learn more about how we write for knowledge base articles.

What other tips do I need to know when submitting a request?

Please keep the following considerations in mind:

• The content team will not work on requests unless they are associated to a Bugzilla ticket. The information submitted on our intake form is required before we can assess proper priority and timelines for completion.
• Submitting the Bugzilla ticket for on-train releases should be done 10 days prior to the release.
• There is a minimum of 10 days for localization requests. We have a great community of localization specialists that assist with all requests who work in priority order.
• We do not publish content for Nightly or Beta releases, unless required by PR or Legal.

How do I submit a confidential or embargoed content request?

All tickets in our Bugzilla queue are visible to both NDA’d and non-NDA’d contributors. If you have a request that needs to remain confidential to Mozilla staff only, please open Advanced Fields at the top left of the ticket, and check the Confidential Mozilla Employee Bug (non-security) box found near the bottom of the page.

Can I submit a content request for an experiment?

The CX content team will create and publish content if:

• A feature is rolled out to 50% or more of the user base and/or
• There is a potential PR or legal impact (CX PSM sign-off needed).

If neither of the above apply, the product team can write your own support article and we will edit/publish.

How can contributors help with content requests?

For non-confidential content requests, contributors are encouraged to get involved. For example, you can keep an eye on new content request bugs. When you find one you’re interested in, please directly comment on the bug to notify the content team that you want to help out. If you’d like to get notifications on new content requests, consider watching the Knowledge Base Content component on Bugzilla. To do this, go to your Bugzilla profile → Edit Profile & Preferences → Component Watching. Choose support.mozilla.org on the product selection and select Knowledge Base Content for the Component field (don’t forget to click on the Add button to save your changes). For more ways to help, see the How contributors can help section of this Mozilla Support blog post.