Shut down webmasters@ mailing list [#2241465]

As a part of ongoing efforts to improve support for Drupal.org users, which started with refactoring issue queues, moving content-related issues out of Webmasters queue, etc., we are now looking at better support options for anonymous users.

Here is the meta issue #2211377: [META] Improve support options for not logged in visitors.

Webmasters@drupal.org is seen as a support channel, specifically for anonymous users, because they don't need user account to send request there. Requests from d.o/contact also go there. However, as people who are on that mailing list probably know, recently (last few years?) this mailing list isn't actively used. There is some spam; there are a few support requests, which often get too few (0) responses.

Suggestion is to shut down webmasters@d.o mailing list and redirect requests which go there to help@drupal.org. This will also redirect requests from d.o/contact to help@drupal.org.

help@drupal.org forwards to the Drupal Association ZenDesk account, where the DA staff will take care of the requests in a timely manner. If there are no privacy concerns about the request and the user can log in to their D.o account, we will just send them to the proper issue queue. If they can't log in or request is privacy related - this will be a channel for people to get help.

Remaining tasks:

Shut down the mailing list
Forward emails from webmasters@drupal.org to help@drupal.org

Comments

Comment #1

tvn CreditAttribution: tvn commented 15 April 2014 at 13:54

Parent issue:

» #2211377: [META] Improve support options for not logged in visitors

Comment #2

silverwing CreditAttribution: silverwing commented 17 April 2014 at 00:55

There's a Webmasters@drupal.org mailing list? :)

I'm fine with getting rid of it.

A concern is if there's any community (non-association) oversight? It's really starting to seem that the association is trying to take over all user-support, not just help out.

Comment #3

tvn CreditAttribution: tvn commented 17 April 2014 at 14:32

95% of the user support is happening publicly in the issue queues. We are talking only about the cases when issue queue won't work because people can't login.

Even in this cases, lizzjoy is doing a good job of actually documenting events in the queue e.g.:
#2237823: Account Deletion request
#2233535: Correct email address
#2233515: Forgot password for drupal.org account

Comment #4

killes@www.drop.org CreditAttribution: killes@www.drop.org commented 5 May 2014 at 10:21

I don't want to move d.o support to the DA.

Comment #5

tvn CreditAttribution: tvn commented 25 June 2014 at 21:01

Project:	Drupal.org site moderators	» Drupal.org infrastructure
Assigned:	Unassigned	» basic
Status:	Active	» Needs work

We are not moving d.o support to the DA, we are removing not used channel and make it easier for not logged in users to get support. A few weeks ago I published a blog post with more details about improvements to d.o support we are working on https://assoc.drupal.org/blog/tvn/improving-drupalorg-support.