maybe you an extension installed that interferes with this? try to
disable your extensions in tools -> addons to check that.

** Changed in: thunderbird (Ubuntu)
Sourcepackagename: mozilla-thunderbird => thunderbird
       Status: New => Incomplete

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Menuitem 'View -> Toolbars -> Customize' does not pop up the 'Toolbar 
Customize'-Dialog
https://bugs.launchpad.net/bugs/338908
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