Difference between revisions of "InfoTeamManual:Member Support Team:Saved Reply List"

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'''Saved Reply Title List'''<br />
+
== List of Help Scout Saved Replies and when to use them ==
−
Last updated July 11, 2018<br /><br />
+
 
 +
=== This list has been updated and moved to a spreadsheet that makes it easer to sort and search as needed ===
 +
 
 +
Spreadsheet is here: '''https://docs.google.com/spreadsheets/d/1rsp22GIrSvmcfN2_KajMt4ArmANFwclTWdQRwJn-HcM/edit#gid=0<br />'''
 +
<br />
 +
<br /><br />
 +
<br />
 +
<br />
 +
<br />
 +
<br />
 +
<br />
 +
<br />
 +
<br />
 +
 
 +
<br />
 +
Last updated December 21, 2020 '''(PLEASE USE THE SPREADSHEET LINK ABOVE)'''
 +
<br /><br />
 
<br />
 
<br />
 
'''Here's the current list of Saved Replies and Help Scout Knowledge Base articles with notes about what each covers'''. <br />
 
'''Here's the current list of Saved Replies and Help Scout Knowledge Base articles with notes about what each covers'''. <br />
Line 6: Line 22:
 
<br /><br />
 
<br /><br />
  
−
The list of knowledge base docs for '''Freecycle Groups still on Yahoo Groups''' can be found here: [[Yahoo Groups Help Docs]]
+
 
  
 
{| class="wikitable"
 
{| class="wikitable"
Line 13: Line 29:
 
! Instructions included
 
! Instructions included
 
! Related/Similar Replies
 
! Related/Similar Replies
−
!Link to knowledge base article
+
! Revise for FC 3.0?
 +
!Link to knowledge base article (for 3.0 only)
 +
 
 
|-
 
|-
 
|'''Account bounced deleted'''
 
|'''Account bounced deleted'''
 
|Member says they had an account in the past but it has "disappeared"
 
|Member says they had an account in the past but it has "disappeared"
 
|Explanation of why account was deleted; instructions for signing up and preventing this in the future
 
|Explanation of why account was deleted; instructions for signing up and preventing this in the future
−
|'''Signup''';  '''Not receiving emails or email preferences changed (bounced)'''
+
|'''Signup''';  '''Not receiving emails or email preferences changed (bounced)'''; '''Prevent Freecycle email from going to spam'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/63-account-deleted
 
|-
 
|-
−
|'''Account removal acknowledgement'''
+
|'''Advertise'''
−
|Member has requested that we delete their account data and we have done so.
+
|We receive a question about how to advertise on the Freecycle website or become a Sponsor
−
|NOTE: Only the Team Lead can delete accounts.
+
|Signing up for Google Ads
 
|None
 
|None
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/134-advertise-on-freecycle-org
 
|-
 
|-
−
|'''Advertise or Sponsor'''
+
|'''Asking for Credit Card'''
−
|We receive a question about how to advertise on the Freecycle website or become a Sponsor
+
|User reports being asked for a credit card to sign up.
−
|Signing up for Google Ads
+
|We don't ask for credit card; user probably clicked on an ad or pop-up
 +
|None
 +
|No
 +
|
 +
|-
 +
|'''Blackmail email scam hack'''
 +
|Member reports receiving a scam/spam email threatening blackmail with webcam videos and referencing email and password used for Freecycle.
 +
|Link to info about this scam, recommendations for prevention including changing password, not using the same password for multiple sites, not reusing old password, installing password manager
 +
|None
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/151-block-and-unblock-a-friend
 +
|-
 +
|'''Budget/tax documentation'''
 +
|Member who is considering donating requests information about Freecycle budget or tax documentation
 +
|Link to this info on freecycle.org
 
|None
 
|None
 +
|No
 +
|
 +
|-
 +
|'''Can't join additional groups'''
 +
|Member reports that they are unable to join additional groups
 +
|Limit on number of groups a member can join: helps protect against spam and encourages local giving. Need to leave a group to join more.
 +
|'''Join a group'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/24-system-wont-let-me-join-more-groups-too-many-groups
 
|-
 
|-
 
|'''Can't login'''
 
|'''Can't login'''
Line 34: Line 79:
 
|Clear cookies and request a password reset
 
|Clear cookies and request a password reset
 
|'''Account Bounced Deleted'''
 
|'''Account Bounced Deleted'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/15-cant-log-in
 
|-
 
|-
 
|'''Change email preferences'''
 
|'''Change email preferences'''
Line 39: Line 86:
 
|Changing email preferences in My Groups/Change Settings. Options are: One for each post, Email Digest, or None apart from Admins
 
|Changing email preferences in My Groups/Change Settings. Options are: One for each post, Email Digest, or None apart from Admins
 
|If their preferences have changed without their knowledge, use '''Not receiving or changed Freecycle emails (bounced)'''
 
|If their preferences have changed without their knowledge, use '''Not receiving or changed Freecycle emails (bounced)'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/51-change-email-preference-settings
 
|-
 
|-
 
|'''Change Password'''
 
|'''Change Password'''
Line 44: Line 93:
 
|Changing password in My Info. Member must be able to log in to do this.
 
|Changing password in My Info. Member must be able to log in to do this.
 
|If they cannot log in, use '''Can't Login''' which includes instructions on resetting password.
 
|If they cannot log in, use '''Can't Login''' which includes instructions on resetting password.
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/48-change-my-password
 
|-
 
|-
 
|'''Change registered email address'''  
 
|'''Change registered email address'''  
Line 49: Line 100:
 
|Changing email address in My Info. Member must be logged in to do this.
 
|Changing email address in My Info. Member must be logged in to do this.
 
| If they cannot log in, use in conjunction with '''Can't Login'''
 
| If they cannot log in, use in conjunction with '''Can't Login'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/52-change-registered-email-address
 
|-
 
|-
 
|'''Change username'''  
 
|'''Change username'''  
Line 54: Line 107:
 
|Includes the two options: delete your account and rejoin (must be able to log in to do this) or request Tech team do it for them.
 
|Includes the two options: delete your account and rejoin (must be able to log in to do this) or request Tech team do it for them.
 
|If they cannot log in, use this in combination with '''Can't Login'''
 
|If they cannot log in, use this in combination with '''Can't Login'''
 +
|Yes - can't do it yet. Delete is not enabled on 3.0
 +
|https://freecycle.helpscoutdocs.com/article/49-change-my-username
 +
|-
 +
|'''Clear cookies from phone'''
 +
|Member experiences loop back to login screen or login info is not recognized and we have confirmed there is an account. Member is using a phone to access Freecycle.org.
 +
|Links to instructions for iPhone and Android
 +
|'''Cookies'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/21-username-password-not-recognized-cookies
 
|-
 
|-
−
|'''Clear cookies in Google Chrome URL'''
+
|'''Clear cookies from specific browsers'''
−
|Member needs to clear cookies from Chrome browser; member wants to clear just Freecycle cookies from Chrome
+
|Member needs to clear cookies and we know which browser they are using. Copy/paste the appropriate link into your reply.
−
|Step-by-step instructions for clearing cookies in Google Chrome
+
|Links to step-by-step instructions for clearing cookies in several popular browsers.
 
|'''Cookies'''
 
|'''Cookies'''
 +
|No
 +
|N/A
 
|-
 
|-
 
|'''Clear cookies URL'''
 
|'''Clear cookies URL'''
Line 64: Line 128:
 
|Provides a link to a set of instructions for clearing cookies on several popular browsers
 
|Provides a link to a set of instructions for clearing cookies on several popular browsers
 
|For full Cookies explanation and instructions, use '''Cookies'''
 
|For full Cookies explanation and instructions, use '''Cookies'''
 +
|No
 +
|N/A
 
|-
 
|-
−
|'''Contact info for moderators who need help'''
+
|'''Consent form to use private details'''
−
|Moderator contacts us looking for help with Mod Tools or with moderating their group
+
|Popup appears for members in certain geographical areas (Europe, UK, California) asking for permission to deliver customized ads. 
−
|Email address for Mod Help and instruction to contact their GOA for all non-technical issues
+
|Confirms this is a legitimate request and agree or disagree response will not affect the ability to access Freecycle.org.
−
|None
+
|NONE
 +
|DONE
 +
|
 
|-
 
|-
−
|'''Contact local group moderator'''
+
|'''Contact local group moderator (bcc GOA if appropriate)'''
−
|Member has sent a message about something that should be handled by their group Mod OR when they have tried to email mod and received no response.  
+
|Member has sent a message about something that should be handled by their group Mod OR when they have tried to email mod and received no response OR they have a complaint or concern about a moderator. For the latter two, BCC the area GOA or forward the message to the area GOA.  
 
|Provides instructions for contacting Mods via the Freecycle website. Member must be able to log in to do this.
 
|Provides instructions for contacting Mods via the Freecycle website. Member must be able to log in to do this.
−
|Use '''Mod volunteer''' when the member is trying to submit application to be a moderator
+
|Use '''Mod volunteer''' and BCC the GOA when the member is trying to submit application to be a moderator
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/54-contact-local-moderators
 
|-
 
|-
 
|'''Cookies'''
 
|'''Cookies'''
 
|Member is having difficulty logging in or getting password reset and is getting error messages saying username, email or password is "not recognized" or if they experience a "loop" back to the login screen.
 
|Member is having difficulty logging in or getting password reset and is getting error messages saying username, email or password is "not recognized" or if they experience a "loop" back to the login screen.
−
|Brief explanation of the issues removing cookies will resolve and link to website that describes how to remove cookies from several popular browsers
+
|Brief explanation of the issues removing cookies will resolve and links to websites that describes how to remove cookies from several popular browsers and phones
 
|'''Can't Login'''; if there is a hyphen/dash "-" in the member's email address, see '''Hyphen in email address'''
 
|'''Can't Login'''; if there is a hyphen/dash "-" in the member's email address, see '''Hyphen in email address'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/21-username-password-not-recognized-cookies
 +
|-
 +
|'''COVID Concerns (forward to GOA as an FYI)'''
 +
|Member expresses concern that the local group is open OR not open during lockdown
 +
|Explains that local mods make the decision about whether to close or limit posts, recommends contacting the mods directly. Forward to GOA as an FYI. If member has already contacted the mod, forward to GOA for action.
 +
|
 +
|
 +
|
 
|-
 
|-
 
|'''Cross Post to multiple groups'''
 
|'''Cross Post to multiple groups'''
Line 84: Line 163:
 
|Explanation that this isn't possible and a separate post must be made in each group; clicking through "possible duplicate post" system warning; contact local mods
 
|Explanation that this isn't possible and a separate post must be made in each group; clicking through "possible duplicate post" system warning; contact local mods
 
|'''Duplicated post error message'''
 
|'''Duplicated post error message'''
 +
|Yes. Don't know yet how this will work in 3.0.
 +
|https://freecycle.helpscoutdocs.com/article/137-post-to-multiple-town-groups
 
|-
 
|-
 
|'''Data Privacy Policy'''
 
|'''Data Privacy Policy'''
Line 89: Line 170:
 
|Link to Privacy page on the Freecycle website
 
|Link to Privacy page on the Freecycle website
 
|None
 
|None
 +
|Yes if new URL
 +
|https://freecycle.helpscoutdocs.com/article/111-freecycle-privacy-policy
 +
|-
 +
|'''Delete remove post'''
 +
|Member requests instructions for removing or deleting a post
 +
|Instructions for deleting a post or marking a post as Taken
 +
|'''Photo uploaded but not displaying on website'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/123-manage-post
 +
|-
 +
|'''Don't like a particular ad'''
 +
|Member complains about the content of an ad in our Google Ads spaces (where the ad is not in violation of our guidelines)
 +
|Explains how to get rid of the ad & tell Google about preferences
 +
|
 +
|
 +
|
 +
|-
 +
|'''Donate or disable ad blocker message'''
 +
|Member complains about the Donate popup
 +
|Explains how to close the popup by donating or turning off ad blocker
 +
|
 +
|
 +
|
 
|-
 
|-
 
|'''Donation funds use explanation'''
 
|'''Donation funds use explanation'''
Line 94: Line 198:
 
|Provides a link to the explanation on Freecycle.org of how funds donated to Freecycle are used
 
|Provides a link to the explanation on Freecycle.org of how funds donated to Freecycle are used
 
|'''Donation Options'''
 
|'''Donation Options'''
 +
|No
 +
|This info is in the About link and the Donate link in the page footer
 
|-
 
|-
 
|'''Donation options'''
 
|'''Donation options'''
Line 99: Line 205:
 
|Provides four options: PayPal, Freecycle website (also via PayPal), Facebook, and mail
 
|Provides four options: PayPal, Freecycle website (also via PayPal), Facebook, and mail
 
|'''Donation funds use explanation'''
 
|'''Donation funds use explanation'''
 +
|No
 +
|This info is in the Donate link in the page footer
 
|-
 
|-
 
|'''Duplicated post error message'''
 
|'''Duplicated post error message'''
Line 104: Line 212:
 
|Clicking through the error message will allow the post to go through
 
|Clicking through the error message will allow the post to go through
 
|'''Cross Post to multiple groups'''
 
|'''Cross Post to multiple groups'''
 +
|Yes - need to see how this works in 3.0
 +
|Need to see what the error message is and how the site behaves
 
|-
 
|-
 
|'''Edit post'''
 
|'''Edit post'''
Line 109: Line 219:
 
|Explanation that it's not possible to edit a post except to add a photo. Options are to delete post or ask group mod to edit.
 
|Explanation that it's not possible to edit a post except to add a photo. Options are to delete post or ask group mod to edit.
 
|None
 
|None
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/123-manage-post
 
|-
 
|-
 
|'''Email address for contact list address book'''
 
|'''Email address for contact list address book'''
Line 114: Line 226:
 
|email address: email_relay@freecycle.org
 
|email address: email_relay@freecycle.org
 
|None
 
|None
 +
|No
 +
|N/A
 +
|-
 +
|'''Email address not accepted (hyphen)'''
 +
|Member has difficulty signing up, logging in, or changing password or other My Info information AND their email address contains hyphens/dashes "-", getting message that "email address is already in use". Could be mistaken for a cookie issue.
 +
|Explains that the hyphen in email addresses prevent the system from recognizing the entire address. Recommends signing up with another email address.
 +
|'''Can't login''', '''Signup'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/133-problem-with-signup
 +
|-
 +
|'''Email not reaching other members'''
 +
|Member reports that they are replying to other members' emails but they suspect their mail is not reaching the other members.
 +
|Explains that once messaging is outside FC email system, we can't track it and offers Reply Online as alternative to reply by email.
 +
|None
 +
|No
 +
|Need to do one
 
|-
 
|-
 
|'''Email reply not delivered (reply going to Freecycle)'''
 
|'''Email reply not delivered (reply going to Freecycle)'''
Line 119: Line 247:
 
|Finding the correct email address in the body of the post, copying and pasting it into the TO field of the reply email
 
|Finding the correct email address in the body of the post, copying and pasting it into the TO field of the reply email
 
|None
 
|None
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/66-email-not-delivered
 
|-
 
|-
 
|'''Email settings changed (bounced)'''
 
|'''Email settings changed (bounced)'''
Line 124: Line 254:
 
|Adding Freecycle email address to contact list; re-setting email preferences. Must be logged in to do this.
 
|Adding Freecycle email address to contact list; re-setting email preferences. Must be logged in to do this.
 
|'''Change email preferences'''
 
|'''Change email preferences'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/68-not-receiving-freecycle-emails
 
|-
 
|-
−
|'''Facebook login'''
+
|'''Email settings changed (provider blocking)'''
−
|Member wants to log in with Facebook. Must have signed up directly on Freecycle.org first.
+
|Member says that email preference settings changed without their knowledge. Their email provider is one we know is blocking our mail OR we've received a mail failure message that indicates the provider is blocking us.  
−
|Setting up Facebook login; changing username from Facebook assigned number the next time the member logs in
+
|Notifies the member that their provider may be blocking us. You can assign the message to the TL to send reply from the alternate gmail account.
 +
|'''Change email preferences''', '''Email settings changed (bounced)'''
 +
|DONE
 +
|
 +
|-
 +
|'''Facebook signup login'''
 +
|Member reports Facebook signup or login fails.
 +
|Explains the FB signup and login are no longer supported.
 
|'''Signup'''
 
|'''Signup'''
 +
|Yes
 +
|
 
|-
 
|-
 
|'''Forward to Deron'''
 
|'''Forward to Deron'''
−
|Only used by the Team Lead unless otherwise advised
+
|Decision tree indicates we should forward a message to Deron
 
|None
 
|None
 
|None
 
|None
 +
|No
 +
|N/A
 
|-
 
|-
 +
|'''Forward to GOA (ADD GROUP NAME TO SUBJECT)'''
 +
|Member message needs to be forwarded to their area GOA, based on the decision tree.
 +
|Add group name, member name and brief description of the issue. Put the Group name in the subject line of your forwarded message.
 +
|None
 +
|No
 +
|N/A
 +
|-
 +
|'''Forward to GOA Coordinator'''
 +
|Member reports that GOA hasn't contacted them or the issue is extremely serious, based on the Decision Tree. Forward the entire message thread to Jakkie.
 +
|Add group name, member name and brief description of the issue. Put the Group name in the subject line of your forwarded message if it's not already there. Forward go goacoordinator@freecycle.org.
 
|'''Forward to GOA'''
 
|'''Forward to GOA'''
−
|Member message needs to be forwarded to their area GOA
+
|No
−
|Generic template; add specifics related to the issue reported in the message
+
|N/A
−
|None
+
|-
 +
|'''How does Freecycle work?'''
 +
|Non-member asks how Freecycle works or asks how to donate or give away items
 +
|Brief explanation of Freecycle and instructions for signing up, joining local group and posting
 +
|'''Signup'''
 +
|Yes
 +
|Need to do
 +
|-
 +
|'''How to delete account'''
 +
|Member asks for instructions on deleting account.
 +
|Step by step instructions for completely deleting account. If they can't do it themselves, the TL can do it for them. See Unsubscribe if it is not clear that complete accouont deletion is what is wanted.
 +
|'''Unsubscribe''', '''Leave a group'''
 +
|Yes
 +
|
 +
|-
 +
|'''How to use Freecycle URL'''
 +
|You want to add a link to the Member FAQ that gives an overview of Freecycle.
 +
|Link to the Member FAQ that shows how to do basic things in Freecycle.org.
 +
|'''Signup''', '''How does Freecycle work?'''
 +
|Yes
 +
|Need to do
 
|-
 
|-
−
|'''How will I get responses to my post?'''
+
|'''How will I get responses replies to my post?'''
 
|Member asks how they will get responses to post or says that they have not received any responses
 
|Member asks how they will get responses to post or says that they have not received any responses
 
|None
 
|None
 
|None
 
|None
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/55-view-and-respond-to-post-replies
 
|-
 
|-
−
|'''How to use Freecycle URL'''
+
|'''Incorrect Info in Login Box'''
−
|We want to provide an overview of how to use the Freecycle.org website
+
|Member sees old or incorrect information in the login box.
−
|link to the member FAQ wiki section on how to use Freecycle.org
+
|Gives instructions for clearing the fields before entering the correct info.
−
|'''Signup"
+
|'''Login'''
−
|-
+
|
−
|'''Hyphen in email address'''
+
|
−
|Member has difficulty signing up, logging in, or changing password or other My Info information AND their email address contains hyphens/dashes "-", getting message that "email address is already in use". Could be mistaken for a cookie issue.
 
−
|Explains that the hyphen in email addresses prevent the system from recognizing the entire address. Recommends signing up with another email address.
 
−
|'''Can't login'''
 
 
|-
 
|-
 
|'''Invalid Location error message'''
 
|'''Invalid Location error message'''
Line 159: Line 331:
 
|Correctly filling in the "What is your approximate location" field in the post; setting default location
 
|Correctly filling in the "What is your approximate location" field in the post; setting default location
 
|'''Make a post'''
 
|'''Make a post'''
 +
|Yes. Need to see how this is handled on 3.0
 +
|Not sure yet whether this will be an error on the new site & what form it will take
 +
|-
 +
|'''Is donation email legitimate'''
 +
|Member received an email asking for donation and wants to confirm it's a legitimate request
 +
|Confirms it's legit, thanks for considering donation
 +
|
 +
|
 +
|
 
|-
 
|-
 
|'''Join group'''
 
|'''Join group'''
Line 164: Line 345:
 
|How to join a group; how many groups a member can join; how to post
 
|How to join a group; how many groups a member can join; how to post
 
|'''Signup'''
 
|'''Signup'''
 +
|DONE. needs updating when I see what happens when membership is pending approval.
 +
|https://freecycle.helpscoutdocs.com/article/26-join-a-group
 
|-
 
|-
 
|'''Leave group'''
 
|'''Leave group'''
 
|Member wants to leave a group without joining another group (may have already joined a new group)
 
|Member wants to leave a group without joining another group (may have already joined a new group)
 
|How to leave a group from the My Groups tab, Change Settings option
 
|How to leave a group from the My Groups tab, Change Settings option
−
|if they want to leave a group and join another, use '''Change home group & leave a group'''; '''Unsubscribe''' provides instructions for leaving a group too
+
|if they want to leave a group and join another, use '''New home group & leave a group'''; '''Unsubscribe''' provides instructions for leaving a group too
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/28-leave-a-town-group
 +
|-
 +
|'''Link to 3.0 Sneak Peek'''
 +
|You want to reassure a member that an issue they reported will be handled in the next version of Freecycle.org.
 +
|Link to the Knowledge Base document with a brief description and screen shot of the new website.
 +
|Any
 +
|DONE
 +
|N/A
 
|-
 
|-
 
|'''Login URL'''
 
|'''Login URL'''
Line 174: Line 366:
 
|None
 
|None
 
|None
 
|None
 +
|Yes. Need to make sure URLs are consistent across KB docs and saved replies
 +
|N/A
 
|-
 
|-
 
|'''Make a post'''
 
|'''Make a post'''
Line 179: Line 373:
 
|Step by step instructions for creating a post. Member must be logged in to do this.
 
|Step by step instructions for creating a post. Member must be logged in to do this.
 
|'''Signup'''; '''Join group'''
 
|'''Signup'''; '''Join group'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/30-make-a-post
 
|-
 
|-
 
|'''Message forwarded to GOA'''
 
|'''Message forwarded to GOA'''
Line 184: Line 380:
 
|None
 
|None
 
|'''Forward to GOA''' is the message to use when forwarding a Member's message to a GOA
 
|'''Forward to GOA''' is the message to use when forwarding a Member's message to a GOA
 +
|No
 +
|N/A
 
|-
 
|-
−
|'''Moderator not responding'''
+
 
−
|Member tells us they have emailed their local group moderator and not had a response
 
−
|Contacting moderators via the Freecycle website; requests details about the group (town, state/province, country) so the message can be forwarded to area GOA
 
−
|'''Contact local group moderator'''; '''Moderator Volunteer'''
 
−
|-
 
 
|'''Moderator Volunteer'''
 
|'''Moderator Volunteer'''
−
|Member tells us they have tried to respond to a recruitment email for new moderators for their local group but have received an "undeliverable" message or the mods have not responded
+
|Member tells us they have tried to respond to a recruitment email for new moderators for their local group but have received an "undeliverable" message or the mods have not responded or is just sending an offer to volunteer. If you can tell which group or GOA area this is for, BCC or forward to the GOA as well.
 
|Contacting moderators via the Freecycle website, providing the completed questionnaire
 
|Contacting moderators via the Freecycle website, providing the completed questionnaire
−
|'''Contact local group moderator'''; '''Moderator not responding'''
+
|'''Contact local group moderator''', '''Forward to GOA'''
 +
|DONE
 +
|There is a volunteer link in the page footer
 
|-
 
|-
 
|'''New home group & leave a group'''  
 
|'''New home group & leave a group'''  
Line 199: Line 395:
 
|Leaving a group; joining a new group; setting a new Home group
 
|Leaving a group; joining a new group; setting a new Home group
 
|If you are not sure whether the member wants to unsubscribe from emails, leave a group, or quit Freecycle altogether, use '''Unsubscribe'''
 
|If you are not sure whether the member wants to unsubscribe from emails, leave a group, or quit Freecycle altogether, use '''Unsubscribe'''
 +
|Use 3.0 Leave Group
 +
|https://freecycle.helpscoutdocs.com/article/28-leave-a-town-group
 
|-
 
|-
 
|'''No account but receiving emails'''
 
|'''No account but receiving emails'''
Line 204: Line 402:
 
|Check the TO field of the email to see if it is coming from email_relay@freecycle.org; forwarding a recent email so we can investigate where it is coming from
 
|Check the TO field of the email to see if it is coming from email_relay@freecycle.org; forwarding a recent email so we can investigate where it is coming from
 
|'''Not Freecycle... (Freegle), (Trash Nothing), (Yahoo Group)'''
 
|'''Not Freecycle... (Freegle), (Trash Nothing), (Yahoo Group)'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
 
|-
 
|-
 
|'''Not Freecycle (Freegle)'''
 
|'''Not Freecycle (Freegle)'''
Line 209: Line 409:
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|'''No account but receiving emails'''
 
|'''No account but receiving emails'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
 
|-
 
|-
 
|'''Not Freecycle (Trash Nothing)'''
 
|'''Not Freecycle (Trash Nothing)'''
Line 214: Line 416:
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|'''No account but receiving emails'''
 
|'''No account but receiving emails'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
 
|-
 
|-
−
|'''Not Freecycle (Yahoo Group)'''
+
|'''Not Freecycle (.io, freelist, google)'''
−
|Member or non-member provides example of an email from a Yahoo Group
+
|Member or non-member provides example of an email from a Group on another service.
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
−
|'''No account but receiving emails'''
+
|'''No account but receiving emails''', '''Not Freecycle (Trash Nothing)''', '''Not Freecycle (Freegle)'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
 
|-
 
|-
 
|'''Not receiving emails or email preferences changed (bounced)'''
 
|'''Not receiving emails or email preferences changed (bounced)'''
 
|Member tells us that they stopped receiving emails or that their email preferences changed without their knowledge
 
|Member tells us that they stopped receiving emails or that their email preferences changed without their knowledge
 
|Explanation that email preferences change when member's email provider marks Freecycle emails as spam and "bounces" them; adding Freecycle email address to contact list to prevent Freecycle emails being marked as spam
 
|Explanation that email preferences change when member's email provider marks Freecycle emails as spam and "bounces" them; adding Freecycle email address to contact list to prevent Freecycle emails being marked as spam
−
|If the member does not have an active Freecycle account, use '''Account bounced deleted'''
+
|If the member does not have an active Freecycle account, use '''Account bounced deleted'''; '''Prevent Freecycle email from going to spam'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/68-not-receiving-freecycle-emails
 
|-
 
|-
 
|'''Not seeing post photos'''
 
|'''Not seeing post photos'''
Line 229: Line 437:
 
|Two explanations for not seeing photos: (1) there was not photo included in the post; recommendation they ask the member to email a photo  (2) they are viewing on email digest, which don't have photos. Instructions for changing email preferences to receive one for each post.
 
|Two explanations for not seeing photos: (1) there was not photo included in the post; recommendation they ask the member to email a photo  (2) they are viewing on email digest, which don't have photos. Instructions for changing email preferences to receive one for each post.
 
|'''Reply respond to post'''; '''Change email preferences'''
 
|'''Reply respond to post'''; '''Change email preferences'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/138-not-seeing-photos-in-post-email
 
|-
 
|-
 +
|'''Password reset email not received'''
 +
|Member reports they haven't received the password reset email
 +
|Checking spam folder for password reset email; adding Freecycle email address to contact list
 
|'''Password reset issue'''
 
|'''Password reset issue'''
−
|Member reports problem with password reset but doesn't provide details, OR has requested a password reset but hasn't received the email OR is not able to get to the form to request a password reset  
+
|No
 +
|https://freecycle.helpscoutdocs.com/article/62-password-reset
 +
|-
 +
|'''Password reset form issue'''
 +
|Member reports problem with using the password reset link or form, including look back to login or password reset screen (cookies)
 
|Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list
 
|Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list
 
|'''Cookies'''
 
|'''Cookies'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/62-password-reset
 
|-
 
|-
 
|'''Phone screen snapshot'''
 
|'''Phone screen snapshot'''
Line 239: Line 458:
 
|Links to websites that provide instructions for (1) Android phones and (2) iPhones/iPads
 
|Links to websites that provide instructions for (1) Android phones and (2) iPhones/iPads
 
|None
 
|None
 +
|No
 +
|N/A
 
|-
 
|-
 
|'''Photo orientation'''
 
|'''Photo orientation'''
Line 244: Line 465:
 
|Explains that there is a glitch with the Freecycle website; recommends rotating the device when taking the photo
 
|Explains that there is a glitch with the Freecycle website; recommends rotating the device when taking the photo
 
|'''Post photo'''
 
|'''Post photo'''
 +
|Hopefully won't be a problem
 +
|I really hope we won't need this :-)
 
|-
 
|-
 
|'''Photo not uploading'''
 
|'''Photo not uploading'''
 
|Member reports that they are unable to attach a photo to a post
 
|Member reports that they are unable to attach a photo to a post
−
|Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device
+
|Explains that we are experiencing intermittent issues with photos; recommends trying again later or with different device
 
|'''Post photo'''; '''Photo uploaded but not displaying on website'''
 
|'''Post photo'''; '''Photo uploaded but not displaying on website'''
 +
|hopefully won't be a problem
 +
|I really hope we won't need this :-)
 
|-
 
|-
 
|'''Photo uploaded but not displaying on website'''
 
|'''Photo uploaded but not displaying on website'''
 
|Member reports that they have added a photo to a post but photo doesn't appear online with the post.
 
|Member reports that they have added a photo to a post but photo doesn't appear online with the post.
 
|Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device
 
|Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device
−
|'''Post photo'''; '''Photo not uploading'''
+
|'''Post photo'''; '''Photo not uploading'''; '''Delete remove post'''
 +
|hopefully won't be a problem
 +
|I really hope we won't need this :-)
 
|-
 
|-
−
|'''Popups'''
+
|'''Popup Ads pop-up'''
 
|Member reports excessive and/or inappropriate popup ads on the Freecycle website
 
|Member reports excessive and/or inappropriate popup ads on the Freecycle website
 
|Notes that these ads are not coming from Freecycle; recommends clearing cookies and installing a popup blocker
 
|Notes that these ads are not coming from Freecycle; recommends clearing cookies and installing a popup blocker
 
|None
 
|None
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/136-pop-up-ads
 
|-
 
|-
 +
 
|'''Post photo'''
 
|'''Post photo'''
 
|Member asks how to include a photo in their post
 
|Member asks how to include a photo in their post
 
|Step by step instructions for uploading a photo when making a post or afterwards in My Posts
 
|Step by step instructions for uploading a photo when making a post or afterwards in My Posts
 
|'''Photo orientation''', '''Photo not uploading or posting'''
 
|'''Photo orientation''', '''Photo not uploading or posting'''
 +
|Wait on this. Photo posting is much more obvious on 3.0. Send Make a Post for full instructions.
 +
|https://freecycle.helpscoutdocs.com/article/30-make-a-post
 
|-
 
|-
 
|'''Posts not posting'''
 
|'''Posts not posting'''
Line 269: Line 501:
 
|Checking My Posts to see if it is Pending Mod Approval; paging through the group posts to find the post; contact moderators
 
|Checking My Posts to see if it is Pending Mod Approval; paging through the group posts to find the post; contact moderators
 
|'''Contact local group moderator'''
 
|'''Contact local group moderator'''
 +
|The new Make a Post form makes this blindingly obvious, so use Make a Post if there are questions
 +
|not sure yet how this will manifest on FC 3.0
 +
|-
 +
|'''Prevent Freecycle email from going to spam'''
 +
|Member reports not getting emails and has already tried adding email_relay@freecycle.org to their contact list
 +
|Creating filters in gmail and Yahoo that instruct the system not to send email to spam
 +
|'''Not receiving emails or email preferences changed (bounced)'''; '''Account bounced deleted'''
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/131-freecycle-email-going-to-spam-folder
 
|-
 
|-
 
|'''Public Help email address'''
 
|'''Public Help email address'''
 
|Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us
 
|Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us
−
|just the email address: help@freecycle.org
+
|just the email address for help
 
|None
 
|None
 +
|No
 +
|https://freecycle.helpscoutdocs.com/article/120-contact-freecycle
 
|-
 
|-
 
|'''Received Admin'''
 
|'''Received Admin'''
Line 279: Line 522:
 
|Explanation that it's a general Admin and can be ignored if the member hasn't done what is described; direction to contact local group moderator.
 
|Explanation that it's a general Admin and can be ignored if the member hasn't done what is described; direction to contact local group moderator.
 
|'''Contact local group moderator'''
 
|'''Contact local group moderator'''
 +
|Yes? Admins will be on the website. Let's wait on this to see what Notifications/admins look like
 +
|Need to see more about how this will work on site
 
|-
 
|-
 +
 
|'''Reply respond to post'''
 
|'''Reply respond to post'''
 
|Member asks how to reply to a post they are interested in.
 
|Member asks how to reply to a post they are interested in.
 
|Instructions for the three ways to respond to a post: Reply by email, Reply Online (from email), Reply on the Website
 
|Instructions for the three ways to respond to a post: Reply by email, Reply Online (from email), Reply on the Website
 
|None
 
|None
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/60-reply-to-posts
 +
|-
 +
|'''Report malicious inappropriate ad'''
 +
|Member reports seeing an advertisement (not a post or popup) that is malicious or inappropriate
 +
|Asks member to provide screenshot and the link address of the ad so we can have it blocked
 +
|'''Popups'''
 +
|No
 +
|N/A
 
|-
 
|-
 
|'''Request Entity too large (error 413)'''
 
|'''Request Entity too large (error 413)'''
Line 289: Line 544:
 
|Explanation of the error message, the maximum photo size allowed, and links to websites explaining how to resize a photo.
 
|Explanation of the error message, the maximum photo size allowed, and links to websites explaining how to resize a photo.
 
|'''Resize a Photo'''
 
|'''Resize a Photo'''
 +
|No
 +
|Hopefully won't be an issue
 
|-
 
|-
 
|'''Reset Password'''
 
|'''Reset Password'''
Line 294: Line 551:
 
|Instructions for how to request a password reset; instructions to add email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam.
 
|Instructions for how to request a password reset; instructions to add email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam.
 
|'''Can't login'''
 
|'''Can't login'''
 +
|no
 +
|https://freecycle.helpscoutdocs.com/article/129-forgot-password
 
|-
 
|-
 
|'''Resize a Photo'''
 
|'''Resize a Photo'''
Line 299: Line 558:
 
|Explanation of the maximum photo size allowed and links to websites explaining how to resize a photo.
 
|Explanation of the maximum photo size allowed and links to websites explaining how to resize a photo.
 
|'''Request Entity too large (error 413)'''
 
|'''Request Entity too large (error 413)'''
 +
|no
 +
|Hopefully won't be an issue
 
|-
 
|-
−
|'''Scam spam more info needed'''
+
|'''Security Certificate Issue'''
−
|Member reports a scam, spam or inappropriate post but doesn't provide enough details for us to investigate or pass onto Spam Control.
+
|Member reports being blocked from entering Freecycle.org and seeing a message that our security certificate is out of date.
−
|Instruction not to reply to message and request for more details about the post, member and message.
+
|Make sure member's browser is up to date and provide info about browser and device so we can investigate.
−
|'''Scam spam notification with info'''; '''Scam spam post removed'''
+
|
 +
|No
 +
|
 
|-
 
|-
−
|'''Scam spam notification with info'''
+
|'''Send headers from gmail'''
−
|Member reports a scam, spam or inappropriate post and provides details we can pass onto Spam Control
+
|When we need to see email headers to determine the source so we can resolve a technical issue.
−
|Instruction not to reply to message and note that we will forward to Spam Control to handle
+
|Instructions for copying and pasting headers into reply email
−
|'''Scam spam more info needed'''; '''Scam spam post removed'''
+
|
 +
|No
 +
|
 
|-
 
|-
−
|'''Scam spam post removed'''
+
|'''Send headers from Yahoo'''
−
|Member reports a scam, spam or inappropriate post. We have checked and find that the post has been removed and member "zapped" by Spam Control.
+
|When we need to see email headers to determine the source so we can resolve a technical issue.
−
|Instruction not to reply to message and note that Spam Control has removed the post and member account.
+
|Instructions for copying and pasting headers into reply email
−
|'''Scam spam more info needed'''; '''Scam spam notification with info'''
+
|
 +
|No
 +
|
 
|-
 
|-
 
|'''Signup'''
 
|'''Signup'''
Line 319: Line 586:
 
|Instructions for signing up, joining a group, making a post, and adding email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam.
 
|Instructions for signing up, joining a group, making a post, and adding email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam.
 
|'''Make a post''', '''Join group'''
 
|'''Make a post''', '''Join group'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/40-how-to-sign-up
 +
|-
 +
|'''Signup:  can't see not a robot check box'''
 +
|Non-member trying to sign up, can't find the check box. This is most often an issue with Android phones.
 +
|Recommendation to close browser and start again or if phone, scroll around until the box displays.
 +
|'''Signup'''
 +
|
 +
|Hopefully won't need. FC 3.0 will resize to fit screen.
 +
|-
 +
|'''Signup: can't find agree to terms of service check box'''
 +
|Non-member trying to sign up, can't find the check box. This is most often an issue with Android phones.
 +
|Recommendation to close browser and start again or if phone, scroll around until the box displays.
 +
|'''Signup'''
 +
|
 +
|Hopefully won't need. FC 3.0 will resize to fit screen.
 
|-
 
|-
 
|'''Site issue'''
 
|'''Site issue'''
Line 324: Line 607:
 
|Explanation that there is an issue and the tech team is working on it. Can be customized to a particular issue.
 
|Explanation that there is an issue and the tech team is working on it. Can be customized to a particular issue.
 
|None
 
|None
 +
|No
 +
|N/A
 +
|-
 +
|'''SiteModHelp and GOA contact info for moderators'''
 +
|Moderator contacts us looking for help with Mod Tools or with moderating their group
 +
|Email address for Mod Help and instruction to contact their GOA for all non-technical issues
 +
|None
 +
|No
 +
|We will be adding a "help" link to Modtools (not sure when)
 
|-
 
|-
 
|'''Partnership service proposal'''
 
|'''Partnership service proposal'''
Line 329: Line 621:
 
|Should be used only by the Team Lead, who will make a determination about whether it should be passed on. We ignore most of these. Note that we have passed the message on to Freecycle leadership.
 
|Should be used only by the Team Lead, who will make a determination about whether it should be passed on. We ignore most of these. Note that we have passed the message on to Freecycle leadership.
 
|None
 
|None
 +
|No
 +
|N/A
 
|-
 
|-
 
|'''Start new group'''
 
|'''Start new group'''
Line 334: Line 628:
 
|Instruction to check existing groups and if no local group found, complete online form.
 
|Instruction to check existing groups and if no local group found, complete online form.
 
|'''Join Group'''
 
|'''Join Group'''
 +
|Yes. but need to see the final process.
 +
|https://freecycle.helpscoutdocs.com/article/61-start-a-new-group
 
|-
 
|-
 +
|'''Support@ signup message'''
 +
|New member reports they can't sign in and provides copy of a confirmation message that originated from the email address support @ fc.org. This is an obsolete message sent from a mailbox that shouldn't be sending messages.
 +
|Should only be used by the TL, who can issue a new password. Gives new PW and asks member to provide email headers so we can research where these emails are coming from.
 +
|'''Signup'''
 +
|
 +
|-
 +
 
|'''Taken or received email not received'''
 
|'''Taken or received email not received'''
 
|Member reports that they have not received an individual email showing their post was marked Taken or Received
 
|Member reports that they have not received an individual email showing their post was marked Taken or Received
 
|Explanation that Taken and Received notifications are only included in email digests and not in individual emails  
 
|Explanation that Taken and Received notifications are only included in email digests and not in individual emails  
 
|'''Make a post'''
 
|'''Make a post'''
 +
|DONE
 +
|Need to describe how to see this on the site
 +
|-
 +
|'''Temporary password issued (TL only)'''
 +
|TL issues a new password.
 +
|New password and instructions to log in and change password.
 +
|'''Can't login''', any password reset issue
 +
|
 +
|
 
|-
 
|-
 
|'''Thanks'''
 
|'''Thanks'''
Line 344: Line 656:
 
|Note of thanks for letting us know they were able to do what they wanted to do.
 
|Note of thanks for letting us know they were able to do what they wanted to do.
 
|None
 
|None
 +
|No
 +
|N/A
 
|-
 
|-
 
|'''Unsubscribe'''
 
|'''Unsubscribe'''
Line 349: Line 663:
 
|Explains three options: delete account, change email preferences, leave a group with instructions for self-service or request for us to handle.
 
|Explains three options: delete account, change email preferences, leave a group with instructions for self-service or request for us to handle.
 
|'''Change email preferences'''; '''Change home group & leave a group'''  
 
|'''Change email preferences'''; '''Change home group & leave a group'''  
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/43-unsubscribe-me
 +
|-
 +
|'''View email headers in various email programs'''
 +
|We need to ask a member to send us email headers for a suspect or broken email
 +
|Provides links to instructions for Yahoo Mail, gmail, Outlook, Hotmail, and iCloud
 +
|None
 +
|No
 
|-
 
|-
 
|'''Waiting for group membership to be approved'''
 
|'''Waiting for group membership to be approved'''
Line 354: Line 676:
 
|Explains that some groups require mod approval for new members; directs member to contact local group mods
 
|Explains that some groups require mod approval for new members; directs member to contact local group mods
 
|'''Join group'''
 
|'''Join group'''
 +
|DONE
 +
|https://freecycle.helpscoutdocs.com/article/26-join-a-group
 
|-
 
|-
−
|'''Whitelist on gmail URL'''
+
 
−
|Member using gmail has added email_relay@freecycle.org to gmail contact list but still not receiving emails OR account repeatedly bounced and/or deleted.
 
−
|URL with instructions for adding a domain or email address to gmail whitelist.
 
−
|'''Not receiving emails or email preferences changed (bounced)'''; '''Account bounced deleted'''; '''Why was my account deleted?'''
 
−
|-
 
 
|'''Why was my account deleted?'''
 
|'''Why was my account deleted?'''
 
|Member has recreated deleted account and asks why it was deleted.
 
|Member has recreated deleted account and asks why it was deleted.
 
|Explanation that email providers mark messages as spam and we follow automated procedure to reduce number of emails sent and finally delete account. Instruction to add email_relay@freecycle.org to contact list.
 
|Explanation that email providers mark messages as spam and we follow automated procedure to reduce number of emails sent and finally delete account. Instruction to add email_relay@freecycle.org to contact list.
 
|'''Whitelist on gmail URL'''; '''Not receiving emails or email preferences changed (bounced)'''; '''Account bounced deleted'''
 
|'''Whitelist on gmail URL'''; '''Not receiving emails or email preferences changed (bounced)'''; '''Account bounced deleted'''
 +
|No
 +
|Not used much. covered by Account Bounced Deleted?
 
|-
 
|-
 
|}
 
|}
 +
<br />
 +
[[InfoTeam:Member_Support_Team|Back to the main Help Team page]]

Latest revision as of 14:35, 15 March 2021

List of Help Scout Saved Replies and when to use them

This list has been updated and moved to a spreadsheet that makes it easer to sort and search as needed

Spreadsheet is here: https://docs.google.com/spreadsheets/d/1rsp22GIrSvmcfN2_KajMt4ArmANFwclTWdQRwJn-HcM/edit#gid=0










Last updated December 21, 2020 (PLEASE USE THE SPREADSHEET LINK ABOVE)


Here's the current list of Saved Replies and Help Scout Knowledge Base articles with notes about what each covers.
Helpful hint: hit control/F on your keyboard to search for the answer you need.


Saved Reply Use When Instructions included Related/Similar Replies Revise for FC 3.0? Link to knowledge base article (for 3.0 only)
Account bounced deleted Member says they had an account in the past but it has "disappeared" Explanation of why account was deleted; instructions for signing up and preventing this in the future Signup; Not receiving emails or email preferences changed (bounced); Prevent Freecycle email from going to spam No https://freecycle.helpscoutdocs.com/article/63-account-deleted
Advertise We receive a question about how to advertise on the Freecycle website or become a Sponsor Signing up for Google Ads None No https://freecycle.helpscoutdocs.com/article/134-advertise-on-freecycle-org
Asking for Credit Card User reports being asked for a credit card to sign up. We don't ask for credit card; user probably clicked on an ad or pop-up None No
Blackmail email scam hack Member reports receiving a scam/spam email threatening blackmail with webcam videos and referencing email and password used for Freecycle. Link to info about this scam, recommendations for prevention including changing password, not using the same password for multiple sites, not reusing old password, installing password manager None No https://freecycle.helpscoutdocs.com/article/151-block-and-unblock-a-friend
Budget/tax documentation Member who is considering donating requests information about Freecycle budget or tax documentation Link to this info on freecycle.org None No
Can't join additional groups Member reports that they are unable to join additional groups Limit on number of groups a member can join: helps protect against spam and encourages local giving. Need to leave a group to join more. Join a group No https://freecycle.helpscoutdocs.com/article/24-system-wont-let-me-join-more-groups-too-many-groups
Can't login Member is having any type of trouble logging in and you can see that they have an active Freecycle account Clear cookies and request a password reset Account Bounced Deleted DONE https://freecycle.helpscoutdocs.com/article/15-cant-log-in
Change email preferences Member wants to receive more or less Freecycle email Changing email preferences in My Groups/Change Settings. Options are: One for each post, Email Digest, or None apart from Admins If their preferences have changed without their knowledge, use Not receiving or changed Freecycle emails (bounced) DONE https://freecycle.helpscoutdocs.com/article/51-change-email-preference-settings
Change Password Member wants to change their password Changing password in My Info. Member must be able to log in to do this. If they cannot log in, use Can't Login which includes instructions on resetting password. DONE https://freecycle.helpscoutdocs.com/article/48-change-my-password
Change registered email address Member wants to change their email address Changing email address in My Info. Member must be logged in to do this. If they cannot log in, use in conjunction with Can't Login DONE https://freecycle.helpscoutdocs.com/article/52-change-registered-email-address
Change username Member wants to change their username Includes the two options: delete your account and rejoin (must be able to log in to do this) or request Tech team do it for them. If they cannot log in, use this in combination with Can't Login Yes - can't do it yet. Delete is not enabled on 3.0 https://freecycle.helpscoutdocs.com/article/49-change-my-username
Clear cookies from phone Member experiences loop back to login screen or login info is not recognized and we have confirmed there is an account. Member is using a phone to access Freecycle.org. Links to instructions for iPhone and Android Cookies No https://freecycle.helpscoutdocs.com/article/21-username-password-not-recognized-cookies
Clear cookies from specific browsers Member needs to clear cookies and we know which browser they are using. Copy/paste the appropriate link into your reply. Links to step-by-step instructions for clearing cookies in several popular browsers. Cookies No N/A
Clear cookies URL Adding clear cookies instructions to another Saved Reply Provides a link to a set of instructions for clearing cookies on several popular browsers For full Cookies explanation and instructions, use Cookies No N/A
Consent form to use private details Popup appears for members in certain geographical areas (Europe, UK, California) asking for permission to deliver customized ads. Confirms this is a legitimate request and agree or disagree response will not affect the ability to access Freecycle.org. NONE DONE
Contact local group moderator (bcc GOA if appropriate) Member has sent a message about something that should be handled by their group Mod OR when they have tried to email mod and received no response OR they have a complaint or concern about a moderator. For the latter two, BCC the area GOA or forward the message to the area GOA. Provides instructions for contacting Mods via the Freecycle website. Member must be able to log in to do this. Use Mod volunteer and BCC the GOA when the member is trying to submit application to be a moderator DONE https://freecycle.helpscoutdocs.com/article/54-contact-local-moderators
Cookies Member is having difficulty logging in or getting password reset and is getting error messages saying username, email or password is "not recognized" or if they experience a "loop" back to the login screen. Brief explanation of the issues removing cookies will resolve and links to websites that describes how to remove cookies from several popular browsers and phones Can't Login; if there is a hyphen/dash "-" in the member's email address, see Hyphen in email address No https://freecycle.helpscoutdocs.com/article/21-username-password-not-recognized-cookies
COVID Concerns (forward to GOA as an FYI) Member expresses concern that the local group is open OR not open during lockdown Explains that local mods make the decision about whether to close or limit posts, recommends contacting the mods directly. Forward to GOA as an FYI. If member has already contacted the mod, forward to GOA for action.
Cross Post to multiple groups Member asks whether it's possible to/ how to send the same post to multiple groups at the same time Explanation that this isn't possible and a separate post must be made in each group; clicking through "possible duplicate post" system warning; contact local mods Duplicated post error message Yes. Don't know yet how this will work in 3.0. https://freecycle.helpscoutdocs.com/article/137-post-to-multiple-town-groups
Data Privacy Policy Member requests information about the Freecycle Privacy Policy Link to Privacy page on the Freecycle website None Yes if new URL https://freecycle.helpscoutdocs.com/article/111-freecycle-privacy-policy
Delete remove post Member requests instructions for removing or deleting a post Instructions for deleting a post or marking a post as Taken Photo uploaded but not displaying on website DONE https://freecycle.helpscoutdocs.com/article/123-manage-post
Don't like a particular ad Member complains about the content of an ad in our Google Ads spaces (where the ad is not in violation of our guidelines) Explains how to get rid of the ad & tell Google about preferences
Donate or disable ad blocker message Member complains about the Donate popup Explains how to close the popup by donating or turning off ad blocker
Donation funds use explanation Members ask what donated funds are used for Provides a link to the explanation on Freecycle.org of how funds donated to Freecycle are used Donation Options No This info is in the About link and the Donate link in the page footer
Donation options Member asks how to donate or requests a different method for sending donation than the one included in the donation request email Provides four options: PayPal, Freecycle website (also via PayPal), Facebook, and mail Donation funds use explanation No This info is in the Donate link in the page footer
Duplicated post error message Member indicates that they were prevented from making a post and received the message that the post was a duplicate Clicking through the error message will allow the post to go through Cross Post to multiple groups Yes - need to see how this works in 3.0 Need to see what the error message is and how the site behaves
Edit post Member asks how to edit an existing post Explanation that it's not possible to edit a post except to add a photo. Options are to delete post or ask group mod to edit. None DONE https://freecycle.helpscoutdocs.com/article/123-manage-post
Email address for contact list address book Adding the address to another Saved Reply email address: email_relay@freecycle.org None No N/A
Email address not accepted (hyphen) Member has difficulty signing up, logging in, or changing password or other My Info information AND their email address contains hyphens/dashes "-", getting message that "email address is already in use". Could be mistaken for a cookie issue. Explains that the hyphen in email addresses prevent the system from recognizing the entire address. Recommends signing up with another email address. Can't login, Signup No https://freecycle.helpscoutdocs.com/article/133-problem-with-signup
Email not reaching other members Member reports that they are replying to other members' emails but they suspect their mail is not reaching the other members. Explains that once messaging is outside FC email system, we can't track it and offers Reply Online as alternative to reply by email. None No Need to do one
Email reply not delivered (reply going to Freecycle) Member says that they replied to a post email and got an "undeliverable" message back Finding the correct email address in the body of the post, copying and pasting it into the TO field of the reply email None No https://freecycle.helpscoutdocs.com/article/66-email-not-delivered
Email settings changed (bounced) Member says that email preference settings changed without their knowledge Adding Freecycle email address to contact list; re-setting email preferences. Must be logged in to do this. Change email preferences DONE https://freecycle.helpscoutdocs.com/article/68-not-receiving-freecycle-emails
Email settings changed (provider blocking) Member says that email preference settings changed without their knowledge. Their email provider is one we know is blocking our mail OR we've received a mail failure message that indicates the provider is blocking us. Notifies the member that their provider may be blocking us. You can assign the message to the TL to send reply from the alternate gmail account. Change email preferences, Email settings changed (bounced) DONE
Facebook signup login Member reports Facebook signup or login fails. Explains the FB signup and login are no longer supported. Signup Yes
Forward to Deron Decision tree indicates we should forward a message to Deron None None No N/A
Forward to GOA (ADD GROUP NAME TO SUBJECT) Member message needs to be forwarded to their area GOA, based on the decision tree. Add group name, member name and brief description of the issue. Put the Group name in the subject line of your forwarded message. None No N/A
Forward to GOA Coordinator Member reports that GOA hasn't contacted them or the issue is extremely serious, based on the Decision Tree. Forward the entire message thread to Jakkie. Add group name, member name and brief description of the issue. Put the Group name in the subject line of your forwarded message if it's not already there. Forward go goacoordinator@freecycle.org. Forward to GOA No N/A
How does Freecycle work? Non-member asks how Freecycle works or asks how to donate or give away items Brief explanation of Freecycle and instructions for signing up, joining local group and posting Signup Yes Need to do
How to delete account Member asks for instructions on deleting account. Step by step instructions for completely deleting account. If they can't do it themselves, the TL can do it for them. See Unsubscribe if it is not clear that complete accouont deletion is what is wanted. Unsubscribe, Leave a group Yes
How to use Freecycle URL You want to add a link to the Member FAQ that gives an overview of Freecycle. Link to the Member FAQ that shows how to do basic things in Freecycle.org. Signup, How does Freecycle work? Yes Need to do
How will I get responses replies to my post? Member asks how they will get responses to post or says that they have not received any responses None None DONE https://freecycle.helpscoutdocs.com/article/55-view-and-respond-to-post-replies
Incorrect Info in Login Box Member sees old or incorrect information in the login box. Gives instructions for clearing the fields before entering the correct info. Login
Invalid Location error message Member is unable to make a post, getting the error message "Invalid Location" Correctly filling in the "What is your approximate location" field in the post; setting default location Make a post Yes. Need to see how this is handled on 3.0 Not sure yet whether this will be an error on the new site & what form it will take
Is donation email legitimate Member received an email asking for donation and wants to confirm it's a legitimate request Confirms it's legit, thanks for considering donation
Join group Member has joined Freecycle but hasn't joined a local group How to join a group; how many groups a member can join; how to post Signup DONE. needs updating when I see what happens when membership is pending approval. https://freecycle.helpscoutdocs.com/article/26-join-a-group
Leave group Member wants to leave a group without joining another group (may have already joined a new group) How to leave a group from the My Groups tab, Change Settings option if they want to leave a group and join another, use New home group & leave a group; Unsubscribe provides instructions for leaving a group too DONE https://freecycle.helpscoutdocs.com/article/28-leave-a-town-group
Link to 3.0 Sneak Peek You want to reassure a member that an issue they reported will be handled in the next version of Freecycle.org. Link to the Knowledge Base document with a brief description and screen shot of the new website. Any DONE N/A
Login URL Inserting the main Freecycle URL for logging in into another saved reply None None Yes. Need to make sure URLs are consistent across KB docs and saved replies N/A
Make a post Member asks how to post or member sends what looks like a post to the Help mailbox Step by step instructions for creating a post. Member must be logged in to do this. Signup; Join group DONE https://freecycle.helpscoutdocs.com/article/30-make-a-post
Message forwarded to GOA Responding to a member to let them know that we have forwarded their message to their area GOA None Forward to GOA is the message to use when forwarding a Member's message to a GOA No N/A
Moderator Volunteer Member tells us they have tried to respond to a recruitment email for new moderators for their local group but have received an "undeliverable" message or the mods have not responded or is just sending an offer to volunteer. If you can tell which group or GOA area this is for, BCC or forward to the GOA as well. Contacting moderators via the Freecycle website, providing the completed questionnaire Contact local group moderator, Forward to GOA DONE There is a volunteer link in the page footer
New home group & leave a group Member wants to leave a group, usually because they are moving/have moved Leaving a group; joining a new group; setting a new Home group If you are not sure whether the member wants to unsubscribe from emails, leave a group, or quit Freecycle altogether, use Unsubscribe Use 3.0 Leave Group https://freecycle.helpscoutdocs.com/article/28-leave-a-town-group
No account but receiving emails Non-member (no active Freecycle account) reports receiving emails from Freecycle Check the TO field of the email to see if it is coming from email_relay@freecycle.org; forwarding a recent email so we can investigate where it is coming from Not Freecycle... (Freegle), (Trash Nothing), (Yahoo Group) No https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
Not Freecycle (Freegle) Member or non-member provides example of an email from Freegle Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization No account but receiving emails No https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
Not Freecycle (Trash Nothing) Member or non-member provides example of an email from Trash Nothing Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization No account but receiving emails No https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
Not Freecycle (.io, freelist, google) Member or non-member provides example of an email from a Group on another service. Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization No account but receiving emails, Not Freecycle (Trash Nothing), Not Freecycle (Freegle) No https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
Not receiving emails or email preferences changed (bounced) Member tells us that they stopped receiving emails or that their email preferences changed without their knowledge Explanation that email preferences change when member's email provider marks Freecycle emails as spam and "bounces" them; adding Freecycle email address to contact list to prevent Freecycle emails being marked as spam If the member does not have an active Freecycle account, use Account bounced deleted; Prevent Freecycle email from going to spam DONE https://freecycle.helpscoutdocs.com/article/68-not-receiving-freecycle-emails
Not seeing post photos Member reports that they can't see photos on posts Two explanations for not seeing photos: (1) there was not photo included in the post; recommendation they ask the member to email a photo (2) they are viewing on email digest, which don't have photos. Instructions for changing email preferences to receive one for each post. Reply respond to post; Change email preferences DONE https://freecycle.helpscoutdocs.com/article/138-not-seeing-photos-in-post-email
Password reset email not received Member reports they haven't received the password reset email Checking spam folder for password reset email; adding Freecycle email address to contact list Password reset issue No https://freecycle.helpscoutdocs.com/article/62-password-reset
Password reset form issue Member reports problem with using the password reset link or form, including look back to login or password reset screen (cookies) Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list Cookies No https://freecycle.helpscoutdocs.com/article/62-password-reset
Phone screen snapshot You ask a member to provide a screen shot and they don't know how to do it on their phone Links to websites that provide instructions for (1) Android phones and (2) iPhones/iPads None No N/A
Photo orientation Member reports that photos are appearing sideways or upside-down Explains that there is a glitch with the Freecycle website; recommends rotating the device when taking the photo Post photo Hopefully won't be a problem I really hope we won't need this :-)
Photo not uploading Member reports that they are unable to attach a photo to a post Explains that we are experiencing intermittent issues with photos; recommends trying again later or with different device Post photo; Photo uploaded but not displaying on website hopefully won't be a problem I really hope we won't need this :-)
Photo uploaded but not displaying on website Member reports that they have added a photo to a post but photo doesn't appear online with the post. Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device Post photo; Photo not uploading; Delete remove post hopefully won't be a problem I really hope we won't need this :-)
Popup Ads pop-up Member reports excessive and/or inappropriate popup ads on the Freecycle website Notes that these ads are not coming from Freecycle; recommends clearing cookies and installing a popup blocker None No https://freecycle.helpscoutdocs.com/article/136-pop-up-ads
Post photo Member asks how to include a photo in their post Step by step instructions for uploading a photo when making a post or afterwards in My Posts Photo orientation, Photo not uploading or posting Wait on this. Photo posting is much more obvious on 3.0. Send Make a Post for full instructions. https://freecycle.helpscoutdocs.com/article/30-make-a-post
Posts not posting Member reports that they have made a post but have not received a post email or cannot find the post on the Freecycle website Checking My Posts to see if it is Pending Mod Approval; paging through the group posts to find the post; contact moderators Contact local group moderator The new Make a Post form makes this blindingly obvious, so use Make a Post if there are questions not sure yet how this will manifest on FC 3.0
Prevent Freecycle email from going to spam Member reports not getting emails and has already tried adding email_relay@freecycle.org to their contact list Creating filters in gmail and Yahoo that instruct the system not to send email to spam Not receiving emails or email preferences changed (bounced); Account bounced deleted No https://freecycle.helpscoutdocs.com/article/131-freecycle-email-going-to-spam-folder
Public Help email address Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us just the email address for help None No https://freecycle.helpscoutdocs.com/article/120-contact-freecycle
Received Admin Member says they received a message from local mods but they didn't make a post that breaks the rule being described. Many times the Admins don't provide any context or indication that it's a general announcement and members think it's directed at them specifically. Explanation that it's a general Admin and can be ignored if the member hasn't done what is described; direction to contact local group moderator. Contact local group moderator Yes? Admins will be on the website. Let's wait on this to see what Notifications/admins look like Need to see more about how this will work on site
Reply respond to post Member asks how to reply to a post they are interested in. Instructions for the three ways to respond to a post: Reply by email, Reply Online (from email), Reply on the Website None DONE https://freecycle.helpscoutdocs.com/article/60-reply-to-posts
Report malicious inappropriate ad Member reports seeing an advertisement (not a post or popup) that is malicious or inappropriate Asks member to provide screenshot and the link address of the ad so we can have it blocked Popups No N/A
Request Entity too large (error 413) Member receives this error message when trying to upload a photo with a post. Explanation of the error message, the maximum photo size allowed, and links to websites explaining how to resize a photo. Resize a Photo No Hopefully won't be an issue
Reset Password Member reports they forgot password. Instructions for how to request a password reset; instructions to add email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam. Can't login no https://freecycle.helpscoutdocs.com/article/129-forgot-password
Resize a Photo Member receives an error message when trying to upload a photo with a post. Explanation of the maximum photo size allowed and links to websites explaining how to resize a photo. Request Entity too large (error 413) no Hopefully won't be an issue
Security Certificate Issue Member reports being blocked from entering Freecycle.org and seeing a message that our security certificate is out of date. Make sure member's browser is up to date and provide info about browser and device so we can investigate. No
Send headers from gmail When we need to see email headers to determine the source so we can resolve a technical issue. Instructions for copying and pasting headers into reply email No
Send headers from Yahoo When we need to see email headers to determine the source so we can resolve a technical issue. Instructions for copying and pasting headers into reply email No
Signup Non-member asks how to sign up; Non-member sends a message with the text of a post they want to make. Instructions for signing up, joining a group, making a post, and adding email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam. Make a post, Join group DONE https://freecycle.helpscoutdocs.com/article/40-how-to-sign-up
Signup: can't see not a robot check box Non-member trying to sign up, can't find the check box. This is most often an issue with Android phones. Recommendation to close browser and start again or if phone, scroll around until the box displays. Signup Hopefully won't need. FC 3.0 will resize to fit screen.
Signup: can't find agree to terms of service check box Non-member trying to sign up, can't find the check box. This is most often an issue with Android phones. Recommendation to close browser and start again or if phone, scroll around until the box displays. Signup Hopefully won't need. FC 3.0 will resize to fit screen.
Site issue Member reports a temporary technical issue that we know about Explanation that there is an issue and the tech team is working on it. Can be customized to a particular issue. None No N/A
SiteModHelp and GOA contact info for moderators Moderator contacts us looking for help with Mod Tools or with moderating their group Email address for Mod Help and instruction to contact their GOA for all non-technical issues None No We will be adding a "help" link to Modtools (not sure when)
Partnership service proposal We receive request about a potential service or partnership and it doesn't look like spam. Should be used only by the Team Lead, who will make a determination about whether it should be passed on. We ignore most of these. Note that we have passed the message on to Freecycle leadership. None No N/A
Start new group Member or Non-member reports there is no group in their area or wants to start a specialized group. Instruction to check existing groups and if no local group found, complete online form. Join Group Yes. but need to see the final process. https://freecycle.helpscoutdocs.com/article/61-start-a-new-group
Support@ signup message New member reports they can't sign in and provides copy of a confirmation message that originated from the email address support @ fc.org. This is an obsolete message sent from a mailbox that shouldn't be sending messages. Should only be used by the TL, who can issue a new password. Gives new PW and asks member to provide email headers so we can research where these emails are coming from. Signup
Taken or received email not received Member reports that they have not received an individual email showing their post was marked Taken or Received Explanation that Taken and Received notifications are only included in email digests and not in individual emails Make a post DONE Need to describe how to see this on the site
Temporary password issued (TL only) TL issues a new password. New password and instructions to log in and change password. Can't login, any password reset issue
Thanks Member reports that the solution provided worked Note of thanks for letting us know they were able to do what they wanted to do. None No N/A
Unsubscribe Member sends a generic "unsubscribe" request Explains three options: delete account, change email preferences, leave a group with instructions for self-service or request for us to handle. Change email preferences; Change home group & leave a group DONE https://freecycle.helpscoutdocs.com/article/43-unsubscribe-me
View email headers in various email programs We need to ask a member to send us email headers for a suspect or broken email Provides links to instructions for Yahoo Mail, gmail, Outlook, Hotmail, and iCloud None No
Waiting for group membership to be approved Member reports that they joined a group and their membership is pending or waiting to be approved. Explains that some groups require mod approval for new members; directs member to contact local group mods Join group DONE https://freecycle.helpscoutdocs.com/article/26-join-a-group
Why was my account deleted? Member has recreated deleted account and asks why it was deleted. Explanation that email providers mark messages as spam and we follow automated procedure to reduce number of emails sent and finally delete account. Instruction to add email_relay@freecycle.org to contact list. Whitelist on gmail URL; Not receiving emails or email preferences changed (bounced); Account bounced deleted No Not used much. covered by Account Bounced Deleted?


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