Working on 2nd line
When working on 2nd line, we look at Normal and High priority tickets in the Zendesk ‘2nd Line–GOV.UK Alerts and Issues’ queue.
Triaging Zendesk tickets
See the diagram for how 2nd line triage Zendesk tickets - there is a printout on the 2nd line desk.
Other things to know:
- If a departmental content request is urgent, content designers will triage their ticket to the ‘2nd line GOV.UK Alerts and Issues’ queue.
- If you cannot solve a ticket immediately, reply to the requester and let them know you’re looking into it.
- If a ticket has been resolved and pending a response for 5 or more days with no response from the requester, submit it as solved with a message telling them why and that if they still need help they can get in touch.
Improving 2nd line
If you notice an area that can be improved, add your idea and an explanation to the GOV.UK 2nd line Trello board. For example, if you have a temporary fix but think we should look into a long term solution for the problem.
You can also find out what to do if there’s an incident.