The support experience on Drupal.org has not received focused development attention in many years. Users find it difficult to find high-quality support on Drupal.org, since there is a large divide between where most developers work (issue queues, working groups on g.d.o, #drupal-contribute on IRC) and where end users seek support (forums, the support/development mailing lists, #drupal/#drupal-support on IRC).
In response to this, several community members rallied to get Drupal Stack Exchange (Drupal.SE) created a few months back. Stack Exchange is a free SaaS platform to create technology-specific clones of Stack Overflow. The Stack Exchange platform provides many nice features around support, including focused Q&A style postings, rather than rambling discussions, an easy way to mark a support request as answered and the answers themselves as more or less valuable than others, and a robust gamification/karma system that encourages participation. Having just launched as a full-fledged Stack Exchange site site, the uptake of Drupal.SE during its beta has been popular. However, as a third-party service, it lacks integration with the Drupal.org website.
The question posed is whether to improve the support tools here on Drupal.org, or to officially recommend http://drupal.stackexchange.com/ as our support outlet.
There are two proposed resolutions:
- Endorse http://drupal.stackexchange.com/ as the official venue for Drupal support.
- Develop a home-grown alternative at http://support.drupal.org which would keep user support on site.
Regarding Drupal SE
- Kill d.o forums and point every general support request to Drupal SE
- Not endorsing Drupal SE
- Endorsing Drupal SE and keep forums too
In any case we also need to solve the trademark issues.
Regarding improving support on D.O.
- Organise a volunteer-driven effort to develop an improved support experience.
- Approach the Drupal Association and ask them to fund the initiative.
- Some combination of the above
Pros and cons
|Improved support on Drupal.org||
// depends on the solution, so don't know what to say here.
User interface changes
// Same as remaining tasks.
API changes may happen if we revamp the core forum module.
Original report by chx
Let's slap a support.drupal.org CNAME over drupal.stackexchange.com . I know DrupalCon Chicago have raised the idea of creating a similar support.drupal.org site. It won't take more than a few years to debate the finer points of it and another year or two to get it up and running. I know it's not ideal. The user database is not integrated (however SE has openid!). It's not Drupal. However it's there, it works, it's maintained and enhanced daily. It's good enough. Perfect is the enemy of good enough.