Monthly Support Report
Thunderbird Support
June 2026
June 2026
Q2 2026 · At a glance
- Overall CSAT: 77.7% → 76.7% → 83.6% (Apr–Jun) — every score rose in June
- Thundermail CSAT: 62.5% → 92.9% → 95.0% (Apr–Jun) — April low-sample noise; June 95%
- Donor CSAT: 77.0% → 66.7% → 80.0% (Apr–Jun) — May dip was rating noise; June rebound
- Play Store TB: 3.81★ → 3.73★ → 3.68★ — declining every month since January's 3.95★; 0.32★ short of 4★ goal
- Top friction · Android (Play Store): Push sync #1 all quarter (37→34→20) — no fix shipped
- Top friction · Desktop (SUMO): Send/Receive #1 all quarter (191→250→245) · Crashes & Performance spike in June (26→61, +150%) — startup freeze cluster
- Thundermail ideas: 24 new in June (top 27 votes) · 3 landed · 4 in flight · Jul 1 quarterly review — 10 status moves
- Volume: 516 → 606 → 534 tickets — May post-appeal peak; June donor lull (279→215)
Support Operations · Month in Review
Every satisfaction score rose. Now the Play Store rating needs to follow.
June was a strong CSAT month — every satisfaction score rose.
Overall 83.6% (+6.9 pts)
Thundermail 95.0%
Donor 80.0% (+13.3)
Volume 534 (−12% MoM)
Play Store still short of the 4★ goal.
- TB 3.68★ · K-9 3.55★
- Push / Notification Sync — #1 friction (20 neg, 34→20; no fix shipped)
- Spam Filter Absent — rising review pain (13 neg, 8→13) · lower product priority
June 2026 · By the numbers
534
Total tickets
▼ −11.9% MoM
83.6%
Overall CSAT
▲ +6.9 pts MoM
95.0%
Thundermail CSAT
▲ +2.1 pts MoM
360
Play Store reviews
493→360 MoM† · 30 languages
The story this month
0.32★ from the 4★ annual goal.
- Push / Notification Sync — still #1 (20 neg, 34→20; mentions only, no fix shipped)
- Spam Filter Absent — rising fast (13 neg, 8→13) · users feel it; not a top product ask
3.68★
TB · −0.05 MoM
3.55★
K-9 · +0.02 MoM
▸ What we're asking for
Reliable push/sync is the primary product ask — still #1 friction (20 neg, 34→20), open epics, no fix shipped yet.
01
Donor Care
Donor CSAT snaps back — up 13 points to 80%
Donor satisfaction recovered sharply to 80.0% after May's noise-driven dip.
- Strongest donor month since the drop · volume eased with seasonal lull
- 215 tickets (−22.9% MoM)
Donor CSAT
80.0%
+13.3 pts MoM
Donor Tickets
215
−22.9% MoM · seasonal
Response rate
23.6%
of tickets rated
The read
May's dip was mostly measurement noise; June confirms the bounce to 80.0%.
- Misdirected and wrong-channel ratings drove May's dip
02
Thundermail
95% CSAT, and an ideas board buzzing about pricing
117 tickets at 95.0% CSAT (+2.1 pts) — subscriber support holding strong.
- 3 status moves in June · 2 landed, 1 new in flight (see below)
- 10 statuses updated at Jul 1 quarterly review — top 10 ideas by score
- 3 landed · 4 in flight — webmail, MFA, and dark mode among active builds
- 24 new ideas in June · pricing themes prominent (early-supporter perk, family plan, regional pricing)
- Account and calendar features also in the mix
Thundermail CSAT
95.0%
+2.1 pts MoM · 39.2% rated
Thundermail Tickets
117
flat MoM (was 118)
New Ideas (June)
24
7 categories
Shipped & in flight
Landed (3)
- Unlimited aliases23 votesLanded!
- Send from any email11 votesLanded!
- Duplicate emails with multiple aliases3 votesLanded!
In flight (4)
- Webmail for Thundermail74 votesIn flight
- Multifactor Authentication58 votesIn flight
- Dark Mode19 votesIn flight
- 15 email addresses, not 15 aliases4 votesIn flight
Status moves · June
- Jun 26Landed!Send from any email11 voteslast board activity
- Jun 12Landed!Duplicate emails with multiple aliases3 voteslast board activity
- Jun 12In flight15 email addresses, not 15 aliases4 votessubmitted in flight
- FeatureOS exposes
created_atandupdated_atonly — no status-change audit log - Dates reflect last board activity or submission; vote and comment edits also bump
updated_at - Unlimited aliases landed May 8 (predates June)
Quarterly review · Jul 1
- First public quarterly ideas review — top 10 ideas by score on the launch overview agenda
- Statuses were updated from Open for discussion with public comments
- Vote counts below are as of the Jul 1 review snapshot — June sections above show June-end counts, so the same idea can differ (e.g. Early-supporter perk: 27 at June-end, 31 at Jul 1)
On the roadmap (3)
- Import email, calendar and contacts35 votes · 10 comments
- Server Side Email Filtering33 votes · 9 comments
- IPv6 support30 votes · 3 comments
Exploring the Idea (5)
- Increase custom domains limit38 votes · 4 comments
- À la carte pricing37 votes · 5 comments
- Bundle Firefox Relay33 votes · 9 comments
- Early-supporter perk31 votes · 5 comments
- HIPAA BAA5 votes · 20 comments
Great idea; not yet (2)
- Easily sayable + typeable email domains74 votes · 12 comments
- Sign-in with Thunderbird46 votes · 2 comments
First quarterly review; statuses moved from Open for discussion per How We Handle Ideas. Vote counts as of Jul 1.
New ideas this month — top by votes
All 24 new ideas — June
Top ideas — all time
| Idea | Votes | MoM | Status | Tag |
|---|---|---|---|---|
| Easily sayable + typeable email domains | 74 | — | Great idea; not yet | Thundermail |
| Webmail for Thundermail | 74 | +18 | In flight | Thundermail |
| Multifactor Authentication | 58 | +14 | In flight | Privacy |
| Additional pricing tiers | 53 | +5 | On the roadmap | Accounts |
| Sign-in with Thunderbird | 46 | — | Great idea; not yet | Accounts |
New ideas by category
03
Android Reviews
Push still tops friction — spam pain rising, not top product priority
360 Play Store reviews · 30 languages — push still tops friction; spam mentions keep rising but sit lower on the product queue.
- Push / Notification Sync — #1 (20 neg, 34→20; no fix shipped)
- Spam Filter Absent — #2, only top-3 theme still rising (13 neg, 8→13) · user pain, lower product priority
Play Store data source — June 2026
June review counts and monthly averages come from Play Console GCS auto-export (scripts/fetch_reviews.py) — replacing manual UI downloads (Jan–May).
- Mobile leadership approved the shift (July 2026) — cleaner, repeatable, canonical
- May manual export: 493 reviews · June GCS: 360 — not necessarily fewer users reviewing
- Treat trend lines crossing this boundary as carrying a methodology caveat
TB Avg Rating
3.68★
−0.05 MoM · 0.32★ to goal
K-9 Avg Rating
3.55★
+0.02 MoM · held steady
Play Store Tickets
202
down from 209
Incoming Play Store review tickets — all star ratings, all three apps.
Reviews
360
30 languages · TB 295 · K-9 65
⚠️ Play Store Rating — Q2 drift
TB averaged 3.68★ in June — declining every month since January's 3.95★.
- −0.27 from January's 3.95★ · 0.32★ to the 4★ annual goal
- K-9 held at 3.55★ (+0.02 MoM) — track both apps against goal
Top friction points · ranked by negative (1–3★) mentions · sourced from 360 reviews, analyzed with AI
01
Push / Notification Synctop friction · unaddressed
Paraphrase: users report sync is unreliable — they have to manually refresh and still miss messages; contact storage also inconsistent.
20
negative
02
Spam Filter Absentrising neg mentions
Paraphrase: no way to mark mail as junk — reviewers say the app is unusable without basic spam handling.
13
negative
03
Paraphrase: app won't launch on older Samsung hardware — crashes immediately on first open, reproducible every attempt.
5
negative
04
QR / Settings Importaccelerating
Paraphrase (German → English): account setup via QR code doesn't work.
4
negative
Meeting the ⭐⭐⭐⭐+ goal — what we need to do
- Push / Notification Sync: 20 neg (34→20) · still #1 · primary product ask · fewer mentions, not from fixes · no product fix shipped
- Spam Filter Absent: 13 neg (8→13) · only top-3 theme still rising · users feel it · lower product priority · no fix in market
- Rating gap: TB 3.68★ needs +0.32★ · K-9 held 3.55★ · converting push 1–3★ reviewers is the primary path
Eng priority alignment · Play Store vs SUMO vs shipped work
Cross-checked June Play Store friction against Roland's Android LLM Insights and thunderbird-android-reports merged PRs — are we working on what moves stars?
- Aligned: push/sync/delivery — Play Store #1 · Roland #6 + #2 · June shipped FetchingMailSettings UX refresh (not a notify pipeline fix) · open spike #11083 on global folder sync/push
- GitHub (push): #11056 notification bug fixes (~16% done) · #11083 global sync/push spike · #10079 sync all folders · #11057 notification refactor is the core delivery lever
- Aligned: QR/setup — Play Store #4 · Roland #7 · June merged QR migration manager to release
- Deprioritized (for now): spam filter — Play Store #2 (rising) · absent from Roland Android top clusters · Mozilla Connect filtering demand (#4, 103 kudos) · mobile leadership ranks other work ahead · no June merged PR · open issues #1508 / #5676 since 2021
- Partial: crashes — Play Store #3 (flat) · June shipped webview + date-format crash fixes · not the dominant star-math lever
K-9 Churn Watch
K-9 held steady at 3.55★ (+0.02) — no regression this month.
- Low-star tail remains the concern
- Heavy 1★ tail: 14 of 65 K-9 reviews (22%) are 1★ — higher low-star share than TB (13%)
Mozilla Connect — Community Wishlist
Top 10 languages — Play Store
04
Desktop Forum · SUMO
Volume eased; solved rate dips under new methodology
750 questions this month — solved rate fell to 60% (−10 pts MoM) under Roland's new concatenation method.
- Compare like-for-like against his current figures, not originally-published May numbers
- Ignored rate rose to 21%
Questions
750
−52 MoM
Solved Rate
60%
−10 pts MoM †
Ignored %
21%
+4 pts MoM
Trusted Contributor %
43%
−6 pts MoM
SUMO metrics · 3-month trend
| Metric | Value | MoM | 3-mo trend |
|---|---|---|---|
| Questions (excl. spam) | 750 | −52 | 733 → 802 → 750 |
| Solved Rate | 60% | −10 pts | 64 → 70 → 60% † |
| Ignored % | 21% | +4 pts | 23 → 17 → 21% † |
| Trusted Contributor % | 43% | −6 pts | 45 → 49 → 43% † |
† SUMO figures use Roland's concatenation method as of July 2026. May is not restated — MoM deltas carry a methodology caveat.
Signal
Send/Receive and Crashes & Performance lead June desktop signal — Roland's LLM Insights flags a startup freeze/crash spike on top.
- Send/Receive — 245 questions (32.7%)
- Crashes & Performance — 61 (up from 28 in May); LLM rank 1: startup freeze/crash 24→60 (+150%)
Roland insights · June
⚠ Spectrum/Charter certificate spike — June vs May
Both Roland reports flag the same incident: Thunderbird treats mobile.charter.net mail-server certificates as untrusted after an ISP cert change.
- PROJECT1 — v151 × Spectrum · 7 questions · 21.5× above baseline (Jun 9) · 100% served
- LLM Insights — new cluster 0→7 · same hostname pattern · 43% resolved, poorly served
▸ Open questions · ops
- Gmail (Jun 30) — PROJECT1 flags v152 wrong-groups / missing visibility (4 cases, 4.7× baseline). Hypothesis only
- Certificate path — need a KB for ISP cert expiry, but in-product fix matters more than documentation alone
- Engineering priority — triage flagged; honestly unclear if this ranks high on the eng backlog yet
Other spikes & regressions · June vs May
| Signal | Cases | Detail |
|---|---|---|
| Startup freeze / crash ↑ | 60 | LLM #1 · 24→60 (+150%) · 37 severity-4+ — strongest regression signal while total volume fell |
| Microsoft / Outlook (spreading) | 6 | PROJECT1 · 4.4× baseline · HTML display + connection failures · 50% answered |
| Gmail (hypothesis) | 4 | PROJECT1 · emerging Jun 30, v152 · 4.7× baseline · wrong groups / missing message visibility · 50% answered |
| Attachments dropped on forward (new) | 5 | LLM #8 · 20% resolved · data-integrity cluster |
| Mail auto-moved to Trash/Junk (new) | 5 | LLM #9 · 20% resolved · 40% unanswered |
Sources: Desktop spike report (PROJECT1) · Desktop LLM Insights · June 2026 vs May 2026
What sounds like we need
- KB article for ISP certificate expiry / acceptance (Charter/Spectrum pattern) — bridge until product path improves
- In-product untrusted-cert handling for ISP mail servers — not documentation-only
- Regression-test startup/crash path and v152 provider regressions once Gmail thread is confirmed
Spectrum/Charter certificate spike
Spectrum/Charter certificate trust errors spiked on desktop SUMO this month — 7 questions, 21.5× baseline (Roland PROJECT1 + LLM Insights).
- Desktop IMAP users hit ISP cert changes and bring them to the forum — an ISP-driven entry point worth watching for recurrence
Top trending topics
| # | Topic | Apr | May | Jun | 3-mo % |
|---|---|---|---|---|---|
| 1 | Send/Receive issues ↑ | 191 | 250 | 245 32.7% | 30.0% |
| 2 | Customization & UI ↓ | 82 | 94 | 65 8.7% | 10.6% |
| 3 | Crashes & Performance ↑ | 26 | 28 | 61 8.1% | 5.0% |
| 4 | General messaging (broad tag) ↓ | 99 | 101 | 54 7.2% | 11.1% |
| 5 | Sign-in & Passwords → | 56 | 66 | 52 6.9% | 7.6% |
| 6 | Import / Migration / Profiles ↓ | 58 | 51 | 39 5.2% | 6.5% |
| 7 | Account setup & management ↓ | 46 | 49 | 38 5.1% | 5.8% |
| 8 | Install & Update → | 36 | 27 | 36 4.8% | 4.3% |
| 9 | Calendar & Events ↑ | 25 | 26 | 32 4.3% | 3.6% |
| 10 | Spam & Junk mail → | 30 | 33 | 29 3.9% | 4.0% |
Recommended priorities — community signal
| Theme | Questions | % of total |
|---|---|---|
| 1. Authentication / OAuth fragility Provider login failures after password changes or updates — recurring across Gmail, Outlook, Yahoo. | 122 | 16.3% |
| 2. Update regressions Updates breaking send/receive, UI, and folder workflows — a release-process signal. | 51 | 6.8% |
| 3. Data loss / folder integrity High-emotion tickets about missing folders and expunged mail — trust impact. | 33 | 4.4% |
From 750 June SUMO questions · june_desktop_priorities.md
Mozilla Connect — Community Wishlist
| Kudos | Views | Status | Idea |
|---|---|---|---|
| 6 | 269 | new | Apply column and view settings for ALL folders + ALL accounts |
| 3 | 272 | new | Embedding pictures in Thunderbird |
| 3 | 259 | new | Security alerts re server certificates |
| 2 | 172 | new | Windows 11 Share contract in context menu |
| 2 | 190 | new | View source via right-click without opening email |
05
Android Forum · SUMO
Solved rate recovered — ignored rate eased
50 questions at 68% solved (+4 pts MoM) — ignored rate eased sharply.
- Ignored rate fell to 18% (−13 pts) — reversal from May's spike
- Delivery/notify pain spans two Roland clusters (#6 + #2)
Questions
50
−5 MoM
Solved Rate
68%
+4 pts MoM
Ignored %
18%
−13 pts MoM
Trusted Contributor %
50%
+6 pts MoM
Android forum metrics · 3-month trend
| Metric | Value | MoM | 3-mo trend |
|---|---|---|---|
| Questions (excl. spam) | 50 | −5 | 73 → 55 → 50 |
| Solved Rate | 68% | +4 pts | 65 → 64 → 68% |
| Ignored % | 18% | −13 pts | 22 → 31 → 18% |
| Trusted Contributor % | 50% | +6 pts | 53 → 44 → 50% |
Roland insights · June
Emerging pain · 46 questions (Roland's LLM corpus; flat MoM) · 5 new clusters
- Stopped receiving new mail (LLM #6) — 1→3 reports, mean severity 4.0, 67% resolved, 33% unanswered · worst-served returning cluster
- No new-mail notifications despite sync (LLM #2, new) — compounds #6; mail arrives but no notify signal
- QR transfer failures (LLM #7) — 1→3, 100% resolved but doubled · onboarding friction scaling
- Save All attachments data loss (LLM #3, new) — overwritten/zero-byte files · quick code look warranted
- Category shift: send-receive 9→12 · search-folders 1→7 · migration-import 3→7
Source: Android LLM Insights monthly summary · updated 2026-07-06 · June 2026 vs May 2026 · LLM-derived triage, not proof
Top contributors · SUMO
| Username | Answers |
|---|---|
| platform34 | 48 |
| jesuscpa7 | 5 |
06
K-9 Mail Forum · Discourse
Accepted answers up; unanswered rate ticked higher
36 new topics — accepted-answer rate climbed to 14%, best in three months.
- Unanswered rate rose to 44%
- Attachments returned to top themes (absent in May)
New Topics
36
50 → 38 → 36
Accepted Answer %
14%
4 → 8 → 14%
Unanswered %
44%
40 → 32 → 44%
Top topic themes
| Theme | Topics | 3-mo trend |
|---|---|---|
| Setup / Accounts | 5 | 7 → 5 → 5 |
| Sync / Fetch | 4 | 3 → 5 → 4 |
| Attachments | 4 | 3 → — → 4 ↑ |
| Update regression | 3 | 5 → 2 → 3 |
| Notifications | 1 | 6 → 2 → 1 ↓ |
Top contributors
No contributors with 3+ answers this month.
Topics from forum.k9mail.app via public Discourse API — all categories, report month only.
- Accepted-answer % counts topics with a marked solution (undercounts true resolution)
- Themes matched by keyword pattern against topic titles
07
Appendix
Drill-down dashboards & working docs
When a theme needs more than the dashboard shows, it gets its own drill-down.
- Per-review analysis, OEM follow-up queues, KB recommendations
- Full source reports behind each section summary
Note: June drill-downs live in this folder.
- Push deep dive
- SUMO and Connect source reports — June
.mdexports - Internal working docs (follow-up queue, KB recs, ops index) not yet generated for June
- Archived prior-month HTML is read-only — never edit March/May files to fix links here
Deep-dive dashboards
🔍
Every push-related review by problem category.
- Core delivery failure, version regression, UX friction
- Per-review cards, device decoding, translations, star-math scenarios
Public
Per-review detail
Star-math scenarios
Full source reports
📈
All 17 trending desktop tags with searchable question lists.
- Source behind the Desktop Forum top-10 table
- Markdown export:
june_sumo_trending.md
Public
🎯
Community-signal priority themes with provider breakdowns.
- Auth/OAuth, update regressions, data loss
- Markdown export:
june_desktop_priorities.md
Public
🤖
LLM-derived engineering triage over Android SUMO questions.
- Send-receive + notification clusters · QR transfer · attachment data loss
- Source behind Android Forum §05 Roland insights block
PublicJune 2026
📊
Version×cause spikes (PROJECT1) merged with LLM severity clusters.
- Startup crash spike · Spectrum cert · v152 Gmail/Outlook regressions
- Source behind Desktop Forum §04 Roland insights block
PublicJune 2026
💡
Complete Mozilla Connect wishlist (25 ideas).
- Kudos + views behind Android and Desktop wishlist tables
- Markdown export:
june_connect_ideas.md
Public
08
CX Framework
Receive · Resolve · Resound
How the month maps to Thunderbird Support's action framework.
🕊
Receive
June volume and friction signals at a glance.
- 534 Zendesk tickets (−12% MoM) — seasonal lull
- 360 Play Store reviews · 30 languages
- Push/sync #1 friction (20 neg, 34→20; no fix shipped)
- Spam-filter mentions rising (13 neg, 8→13) · user pain, lower product priority
- 750 desktop forum questions (new SUMO methodology)
🪽
Resolve
CSAT rose across every brand this month.
- Overall 83.6% (+6.9 pts) · Thundermail 95.0% (+2.1) · Donor 80.0% (+13.3)
- Android forum solved rate 68% (+4 pts)
- 202 Play Store review tickets received
✨
Resound
More working than the rating number suggests.
- 47% of TB reviews are 5★ (139 of 295) — a loyal base actively showing up; the drag is concentrated in a fixable low-star slice
- Push neg mentions down 46% over Q2 (37→20) — quieting without a fix shipped; the trend is moving in the right direction
- Crashes flat two months straight (9→5→5 neg) — stopped getting worse
- K-9 stabilized — 3.55★ (+0.02) after the sharp April regression
- Desktop cert spike: 100% answered — novel ISP-driven issue (Spectrum/Charter), fully served by the community
- Thundermail CSAT 95.0% (+2.1 pts) · Donor 80.0% (+13.3 pts)
Receive / Resolve / Resound is Thunderbird Support's CX action framework. Support Vision →
What's Next
The team is growing — we're bringing on two new Technical Support Specialists, with onboarding expected in late July and early August.
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