Report

Monthly Support Report — $month $year

Run the full report cycle for $month $year. Follow every step in order.

Step 1 — Re-fetch all live data sources

Do NOT use YAML values from a prior session. Always fetch fresh.

FeatureOS ideas (board 17437):

featureos-cli posts list --query "sort=votes_count&order=desc&per_page=25&status=all" --json

Update both new_this_month and top_alltime in data/$month_$year.yaml.

• new_this_month: cross-reference with Lisa's FeatureOS board filtered by creation date for this month
• top_alltime: top 5 by votes_count from CLI output
• JSON key is feature_requests, not posts
• Ideas can be removed from the board between sessions — verify all entries still exist

SUMO data (Roland's reports):

• Desktop: https://thunderbird.github.io/thunderbird-metrics-and-reports/html_reports/desktop/$year-$month_num-sumo-desktop-report.html
• Android: https://thunderbird.github.io/thunderbird-metrics-and-reports/html_reports/android/$year-$month_num-sumo-android-report.html
• Fetch both pages and update sumo: section in the YAML

Step 2 — Ensure current and previous Play Store CSVs are in place

Run uv run scripts/fetch_reviews.py $month $year. It fetches both the report month and the preceding calendar month into data/input/; required stable and K-9 failures are fatal. This must run even when the preceding month's report was skipped, because improved / unchanged / decreased ratings are paired by Review Link against that preceding export.

Required files for both months:

• reviews_net.thunderbird.android_YYYYMM.csv
• reviews_com.fsck.k9_YYYYMM.csv
• Optional beta: reviews_net.thunderbird.android.beta_YYYYMM.csv

CSVs are UTF-16 encoded. Use all rows — no date filtering. The export is scoped by last activity date, not submit date. generate.py performs the same check and automatically runs the fetcher if a required file is missing. A fetch failure must stop generation; do not publish rating changes as unavailable.

Step 3 — Confirm Zendesk metrics are in the YAML

These come from Lisa's MoM spreadsheet. If overall_csat is null, ask Lisa before proceeding.

Check for:

• zendesk.overall_csat, donor_csat, tbpro_csat
• zendesk.total_tickets, donor_tickets, tbpro_tickets
• zendesk.replies_to_low_star (Zendesk is authoritative — covers all 3 apps)
• zendesk.tbpro_csat_note if TB Pro sample is low

Step 4 — Run the generator

uv run scripts/generate.py $month $year

This auto-populates:

• Friction point quotes, devices, languages (from CSVs)
• K-9 Discourse forum data (fetched live)
• 3-month trends for friction points and SUMO metrics
• History updated in data/history.json

Step 5 — Fill in remaining narrative sections

These cannot be auto-populated — fill in reports/monthly/$year/$month.md:

1. Lede — 2-3 sentences. What's the headline story? CSAT trend, volume surge, K-9 signal, etc.
2. Community Support key signals — [Key signal from Roland's data] and [Key signal] placeholders
3. Meeting 4★+ Goal bullets — 3 priorities with stats, trends, and why they matter
4. Receive / Resolve / Resound — what came in, what worked, what to celebrate
5. Experiments & Iterations — Lisa fills in manually

Check the K-9 Discourse data and Play Store K-9 analysis for signals worth calling out in the lede or K-9 Churn Watch section.

Step 6 — Verify dashboard

Open reports/monthly/$year/$month.html and check:

• All stat cards show values (no — where data should be)
• Thundermail note renders as small italic, not a heading
• Quarter label on rating trend is correct (Q1=Jan-Mar, Q2=Apr-Jun, etc.)
• K-9 Forum tab shows topics, resolved %, unanswered %, top themes with 3-month trends and NEW ↑ badges, top contributors
• Theme count that more than doubles vs. the start of the 3-month window renders in red
• SUMO tables show MoM deltas and 3-month trends

Step 7 — Commit and push

Stage only report files — never the raw CSV exports:

GIT_COMMITTER_EMAIL="lisajill@users.noreply.github.com" GIT_COMMITTER_NAME="Moment" \
  git commit --author="Moment <lisajill@users.noreply.github.com>" \
  -m "Add $month $year support report" \
  data/$month_$year.yaml reports/monthly/$year/$month.md reports/monthly/$year/$month.html \
  reports/monthly/$year/$month.csv data/history.json index.md
git push

Verify live at: https://thunderbird.github.io/thunderbird-support-reports/reports/monthly/$year/$month.html

Key links

• MoM spreadsheet: internal "Support Metrics MoM" Google Sheet (access-controlled; link kept out of this public repo)
• FeatureOS board: https://ideas.tb.pro
• Roland's reports: https://thunderbird.github.io/thunderbird-metrics-and-reports/
• K-9 Forum: https://forum.k9mail.app/c/support/5
• Published reports: https://thunderbird.github.io/thunderbird-support-reports/