Improve reporting issue & support docs (RocketChat#330)

* Add stackoverflow and reformat a bit

* Add a lot of additional info to reporting an issue doc

* Clean up spacing

* Update README.md

* Fix typos

* Improve support doc a little

* Remove un-needed new line

* added a few more channels

1. Contributing/Reporting Issues/README.md

@@ -2,29 +2,52 @@
 
 You don't have to write code to contribute! We are always looking for help with creating or updating documentation, testing our apps (web, desktop and mobile) and reporting bugs.
 
-We appreciate any & all bug reports! Did you find a bug? Reporting is easy!
+## Be sure its a bug
+We are striving to make our issues a list of actionable items for the team.  So we want to keep it a list of issues and feature requests.
 
-Simply open an [Issue](https://github.com/RocketChat/Rocket.Chat/issues) in the applicable repository.
+Examples of things that aren't considered bugs or feature requests:
+* Can't figure out how to do something
+* Having issues accessing your server
+* Can't get the server installed
 
-Here are some suggested things to include, when applicable, which may help us troubleshoot a problem:
+If your issue isn't a bug please see [Getting Support](/2. Getting%20Support)
+
+## Reporting a bug
+
+Did you find a bug? Reporting is easy!
+
+1. [Search the Issues](https://github.com/RocketChat/Rocket.Chat/issues) for your bug.  If you find it, give it a thumbsup and add some additional information to the ticket if differing.  This will help give us a fuller picture.
+2. Make sure you are running the latest version of Rocket.Chat. Its very likely simply updating will resolve your issue.
+3. Try to narrow it down to reproducible steps.  If we can reproduce it, we will be able to fix the issue a lot quicker.
+4. Look at logs for errors. See below for how to gather logs.
+5. If you got this far then: [Open an issue](https://github.com/RocketChat/Rocket.Chat/issues/new)
+
+### Things to Include in Bug Report
+
+Here are some things to include, when applicable, which may help us troubleshoot a problem:
 
 * Operating System / Version / Architecture (64 bit?)
 * Browser type & Version (if web app), any browser add-ons which may be involved (e.g. AdBlocker, NoScript, etc.)
-* Desktop Environment (if desktop app) / Version
-* Rocket.Chat edition / Version or [build number](/2. Getting%20Support)
+* Rocket.Chat Version
 * Expected behavior vs. Actual behavior (In other words, the "bug")
-* Can it be reproduced? If yes, how?
+* Can it consistently be reproduced? If yes, how?  Its important to try and narrow this down as much as possible, so we can encounter your error and fix it.
 * Relevant snippets from your error logs
 * Screen shots if helpful to communicate the problem
 
-## Gathering Logs
+### Determining Rocket.Chat Version
+Determining the version of Rocket.Chat running can be done one of two ways.
+
+1. Administration->Info
+2. Open your browser and goto: http://<your server here>/api/info
+
+### Gathering Logs
 
 Collecting and including logs often helps us get to the root of the issue quicker.
 
-### Browser logs
+#### Browser logs
 To collect logs from your browser press <kbd>Ctrl/Cmd</kbd> + <kbd>Shift</kbd> + <kbd>i</kbd> and switch to the console tab.  Errors should appear in red
 
-### Server logs
+#### Server logs
 To collect logs from your browser as an Admin log into your Rocket.Chat.  From there click the arrow by your avatar and goto Administration.  Once there you will see: `View Logs`
 
 Often its useful to open this in another browser and reproduce the problem again and you will see an exception pop up in the logs.

2. Getting Support/README.md

@@ -1,52 +1,24 @@
 # Getting Support
 
-## Live support
+## Community support
+We have a great community that likes to give back.
 
-You can find us at [https://demo.rocket.chat](https://demo.rocket.chat)
+Some great places to ask your questions:
+* Stack Overflow [Rocket.Chat Tag](https://stackoverflow.com/questions/tagged/rocket.chat)
+* [Server Fault](https://serverfault.com/search?q=Rocket.Chat)
 
-Look for these channels, Rocket.Chat team members usually hang around them:
+Our community also often hangs out on our [community server](https://demo.rocket.chat).
 
-[\#general](https://demo.rocket.chat/channel/general)  
-General discussion channel
+Some of the channels to get help:
+* [\#support](https://demo.rocket.chat/channel/support) channel for help with general Rocket.Chat
+* [\#ubuntu-snap](https://demo.rocket.chat/channel/ubuntu-snap) channel for help with snap installs
+* [\#desktop](https://demo.rocket.chat/channel/desktop) channel for help with the desktop client
+* [\#hubot](https://demo.rocket.chat/channel/hubot) channel for help with hubot scripting
+* [\#dev](https://demo.rocket.chat/channel/dev) channel for developers needing help developing new features
 
-[\#support](https://demo.rocket.chat/channel/support)  
-Rocket.Chat support channel
 
-[\#dev](https://demo.rocket.chat/channel/dev)  
-Hangout for Rocket.Chat developers, community and core
+Remember to have a little patience. Support is provided by other members of the community like you in their free time.
 
 ## Reporting bugs
 
-[Github Issues](https://github.com/RocketChat/Rocket.Chat/issues) are used to track todos, bugs, feature requests, and more.
-
-Before opening a new issue, make sure you are running the latest stable version.
-
-You can find your current version by accessing your server info URL: `http://<your server name>/api/v1/info`
-
-A sample output of the version information:
-
-```
-{
-    version: "0.39.0",
-    build: {
-        date: "2016-09-16T22:44:25.095Z",
-        nodeVersion: "v4.5.0",
-        arch: "x64",
-        platform: "linux",
-        osRelease: "3.13.0-52-generic",
-        totalMemory: 8373084160,
-        freeMemory: 129458176,
-        cpus: 4
-    },
-    commit: {
-        hash: "5b5800849b7d6fc0c17d884b2963ae756faac4d7",
-        date: "Fri Sep 16 19:33:17 2016 -0300",
-        author: "Gabriel Engel",
-        subject: "Merge branch 'develop' into improvements/more-streams",
-        tag: "0.39.0",
-        branch: "improvements/more-streams"
-    }
-}
-```
-
-_For more information about specific releases and tags please visit the [releases page](https://github.com/RocketChat/Rocket.Chat/releases)_
+If you think you have found a bug.  Please see [Reporting Issues](/1.%20Contributing/Reporting%20Issues)