QUARTERLY: Thunderbird Desktop — Support Spike Report

Generated 2023-Q4 … 2026-Q3 · quarterly grain · trailing 12 quarters · 39868 questions · no AI (regex + traditional stats)

  • Volume: 39868 questions, 3322.3/quarter avg
  • Answered (non-creator): 30112/39868 (76%)
  • First-answer time (median): 3.5h (p25 1.0h / p75 12.3h)
  • Total volume trend: ▇▆▅██▇▆▇▆▅▄▁

⏱ Reading spike timing: a spike dates when users piled in — a lagging signal, usually days after an incident’s onset and often near its resolution (e.g. the Jun 2023 Libero outage began ~Jun 14; the questions spiked Jun 19). Treat these as pain-cluster / triage signals, not real-time incident detection.

🚨 Engineering signal — version × cause spikes

Cause clusters over-represented in a specific Thunderbird version. The Signal column flags 🆕 new (cause never spiked before), ↗ spreading (known cause, new version), or ↻ recurring (chronic / seen before) — ranked new→spreading→recurring, then by lift. Click an ID to read it.

Signal Lift When Version × Cause Qs Served Trend Example questions
🆕 new 3.9× 2026-06 v151 × m:spectrum 12 100% ans · 15.8h ▁▁▁▁▁▁▁▁▁▁█▁ 1585052 1585941 1586383 1586405 1586446 1586481 +6
🆕 new 3.1× 2026-02 v148 × m:yahooemail 9 100% ans · 2.5h ▁▁▁▁▁▁▁▁▁█▁▁ 1567691 1567818 1567871 1567897 1567998 1568124 +3
🆕 new 3.1× 2026-02 v148 × proto:oauth 5 100% ans · 4.4h ▁▁▁▁▁▁▁▁▁█▁▁ 1567488 1567691 1567818 1567961 1568282

📮 Cause-level spikes — provider / protocol / AV

Causes surging regardless of version vs a trailing month baseline — provider/ISP outages and protocol/AV issues. Not necessarily a Thunderbird bug, but worth a triage look. Ranked by magnitude.

Rise When Cause Qs Served Baseline Trend Example questions
49.0× 2025-08 av:bitdefender 49 100% ans · 2.6h 1.0 ▂▂▁▂▂▄▂█▂▂▂▁ 1528472 1528498 1528506 1528543 1528577 1528582 +43
30.0× 2023-10 m:frontier 15 ⚠️ 53% ans · 7.9h 0.5 █▂▂▂▄▂▂▂▂▁▂▁ 1426135 1426500 1426532 1426537 1426556 1426687 +9
7.0× 2024-12 m:orange 14 ⚠️ 50% ans · 0.6h 2.0 ▂▂▂▃██▃▆▄▄▃▁ 1476744 1477337 1477350 1477378 1477476 1477498 +8
6.8× 2025-01 av:bitdefender 17 88% ans · 3.4h 2.5 ▂▂▁▂▂▄▂█▂▂▂▁ 1482921 1484507 1484717 1485005 1485049 1485835 +11
6.0× 2025-08 m:btinternet 9 89% ans · 10.7h 1.5 ▃▆██▆▆▃▇▅▆▆▂ 1528543 1528732 1528856 1528919 1529008 1529260 +3
6.0× 2024-05 m:cox 24 92% ans · 3.9h 4.0 ▂▂█▃▂▂▂▂▁▁▁▁ 1446257 1446337 1446412 1446501 1446525 1446535 +18
6.0× 2024-04 m:cox 24 83% ans · 6.2h 4.0 ▂▂█▃▂▂▂▂▁▁▁▁ 1443922 1444186 1444249 1444457 1444635 1444650 +18
5.3× 2025-12 m:gmx 8 88% ans · 17.0h 1.5 ▄▂▂▅▆▄▂▃▄█▄▁ 1552704 1553040 1555220 1555687 1556443 1556657 +2
5.0× 2025-07 m:verizon 10 80% ans · 3.0h 2.0 ▄▅▅█▆▄▃▇▇▁▃▁ 1520698 1522140 1523889 1523914 1524787 1524985 +4
4.5× 2024-06 m:verizon 9 89% ans · 34.0h 2.0 ▄▅▅█▆▄▃▇▇▁▃▁ 1448843 1448978 1450147 1450157 1450250 1450350 +3
4.4× 2024-06 m:att 20 80% ans · 3.4h 4.5 ▇▃█▇█▇▅█▅▅▃▁ 1448967 1449518 1450074 1450110 1450112 1450120 +14
4.3× 2026-03 m:gmx 15 87% ans · 11.2h 3.5 ▄▂▂▅▆▄▂▃▄█▄▁ 1568896 1569586 1569730 1570170 1570366 1570603 +9
4.0× 2024-06 m:cox 16 81% ans · 1.9h 4.0 ▂▂█▃▂▂▂▂▁▁▁▁ 1448821 1448920 1449059 1449124 1449230 1449525 +10
3.6× 2024-07 proto:oauth 49 88% ans · 1.7h 13.5 ▃▂▄█▅▃▃▃▃▄▃▁ 1451249 1451303 1451325 1451346 1451376 1451397 +43
3.6× 2024-07 m:att 16 69% ans · 1.6h 4.5 ▇▃█▇█▇▅█▅▅▃▁ 1451218 1451269 1451284 1451307 1451574 1451715 +10
3.2× 2025-07 av:norton 8 75% ans · 2.1h 2.5 ▃▂▅█▆█▃▇▃▃▄▁ 1521509 1521569 1522509 1523331 1523343 1523519 +2
3.2× 2024-07 m:virginmedia 8 75% ans · 4.9h 2.5 ▃▅▅█▅▆▂▃▃▃▃▁ 1451235 1451251 1451478 1451612 1451720 1452048 +2
3.1× 2024-08 av:defender 11 64% ans · 2.2h 3.5 ▅▇▄█▅▃▂▄▂▂▄▁ 1456877 1457294 1457557 1457806 1457949 1458157 +5
3.1× 2024-05 m:att 14 71% ans · 2.5h 4.5 ▇▃█▇█▇▅█▅▅▃▁ 1446408 1446596 1446656 1447039 1447055 1447077 +8
3.0× 2024-09 proto:oauth 66 82% ans · 1.7h 22.0 ▃▂▄█▅▃▃▃▃▄▃▁ 1461626 1462076 1462199 1462200 1462785 1462816 +60

📈 Trends

Top versions

Value Total Trend
v140 849 ▁▁▁▁▁▁▁▁▁▄█▂
v150 410 ▁▁▁▁▁▁▁▁▁▁█▁
v151 327 ▁▁▁▁▁▁▁▁▁▁█▁
v152 311 ▁▁▁▁▁▁▁▁▁▁██
v149 310 ▁▁▁▁▁▁▁▁▁▂█▁
v148 238 ▁▁▁▁▁▁▁▁▁█▁▁

Top mail providers

Value Total Trend
m:gmail 3659 ▆▆▅██▆▅▆▅▅▄▂
m:microsoftemail 2979 ▅▅▄█▇▅▄▅▄▄▄▁
m:yahooemail 1133 ▅▄█▇▆▅▄█▇█▆▂
m:comcast 513 ▅▇▆██▇▅▇▇▃▆▂
m:spectrum 434 █▆▄▇▅▆▅▆▅▄▆▁
m:att 293 ▇▃█▇█▇▅█▅▅▃▁

Top protocols

Value Total Trend
proto:imap 2820 ▆▆▆██▇▅▆▅▅▄▂
proto:smtp 1802 ▆▆▆█▇▆▅▆▄▅▃▂
proto:pop 1765 ▅▅▄█▇▆▅▆▅▄▄▂
proto:oauth 702 ▃▂▄█▅▃▃▃▃▄▃▁
proto:caldav 135 ▆▆▃▆█▇▆▆▄▆▄▁
proto:carddav 74 ▄▅▅▇▇█▃█▅▇▅▁

Top antivirus

Value Total Trend
av:bitdefender 129 ▂▂▁▂▂▄▂█▂▂▂▁
av:norton 121 ▃▂▅█▆█▃▇▃▃▄▁
av:defender 101 ▅▇▄█▅▃▂▄▂▂▄▁
av:avast 81 ██▄▅▅▇▃▃▅▄▆▂
av:mcafee 36 ▅▂▂▁█▅██▅▃▇▁
av:kaspersky 34 ▇▅▂█▆▅▇▆▃▂▁▁

OS mix (filter dimension)

Value Total Trend
os:windows 7633 ▃▂▂▃▃▃▂▃▃██▂
os:linux 1630 ▆▅▄▆▆▅▅▅▅█▇▂
os:macos 1091 ▄▄▃▄▄▄▃▅▃█▇▂
os:other 122 ▁▁▁▁▁▁▁▁▁█▃▂
os:android 92 ▁▂▂▂▁▂▂▂▂█▆▂

macOS releases (filter dimension)

Value Total Trend
macos:sonoma 163 ▄▇▅█▃▂▁▁▂▂▁▁
macos:sequoia 155 ▁▁▁▂▆█▄█▄▃▂▁
macos:ventura 66 █▂▂▂▂▂▂▃▂▁▁▁
macos:monterey 53 ▆█▆▅▆▇▃▄▃▂▃▁
macos:catalina 51 ▃▂▃▃▄▃▂█▂▂▂▁
macos:tahoe 48 ▁▁▁▁▁▁▁▃██▄▂

Notes: spikes detected at monthly grain (coarser grains catch slow-burn incidents a daily threshold misses — e.g. the March 2026 GMX provider outage). Volume / cause / OS trends span the full scraper history (2023-01+). Version×cause covers 2026-02 onward — the native thunderbird_version field (Kitsune PR #7443) is only populated from Feb 2026 (~27% → 85% by mid-2026), so earlier questions carry no version; cause-level spikes use all history. Thresholds calibrated on the post-backfill baseline. Full IDs per spike in PROJECT1/desktop-monthly-version-cause-spikes.csv (version×cause) and PROJECT1/desktop-monthly-single-spikes.csv (cause-level); full series in PROJECT1/desktop-quarterly-rollup.csv.

Last updated: 2026-07-15 16:57 UTC