Skip to main content
Last updated: 17 Nov 2021


2nd line Zendesk tickets are technical errors reported by our users, including government publishers.

Get started

Create an account, then ask a fellow 2nd liner to assign a new ticket to 2nd/3rd Line--Zendesk Administration asking to give you access to 2nd Line--GOV.UK Alerts and Issues.

When you’re logged in, you should be looking at the 2nd Line--GOV.UK Alerts and Issues queue.


Work on ‘High’ priority tickets first - these will have been triaged by 2nd line already, so should be relevant and actionable - and start with the oldest by date. If external assistance from outside 2nd line is required, assign them on the ticket and move on to the next ticket (keeping the ticket in the 2nd line queue).

‘Low’ priority tickets are for tickets that are on-hold and are not being actively worked on.

New tickets are ‘Normal’ priority by default and require triaging (i.e. a developer reading and categorising it).

Triaging a ticket

If you have any doubts as to the legitimacy or urgency of a ticket, it should be deferred to the delivery manager or 2nd line tech lead.

Once you’ve established that a ticket is legitimate, you should follow the process in this diagram.

In all cases, 2nd line will respond to the ticket, even if it is simply a note to the user saying that you’ve passed their request to the relevant team.

If you are unsure which group to triage a ticket to, you can reassign to 2nd/3rd Line--Zendesk Administration, and they can help route the ticket to the appropriate place.

Below are some of the groups we often triage tickets to:

  • Product requests - 3rd Line--GOV.UK Product Requests
  • Content support - 2nd Line--GOV.UK Content Triage, Gov't
  • GDPR and Privacy enquiries - 3rd Line--GDS Privacy
  • Licensing - 1st Line--Licensing Support
  • Security issues - 3rd Line--Cyber Security
  • Spam - 2nd Line--User Support Escalation

Passing to another government department or service team

Sometimes a ticket relates to a service run by another government department. To transfer the ticket:

  • click on Apply macro
  • select Inside government > Pass through
  • select the relevant department or service

Service Level Agreements

GOV.UK have committed to a minimum service level agreement for 2nd line support.

  • 80% of tickets get a first reply to the ticket within 2 working days
  • 80% of general enquiries (public tickets) resolved within 5 working days
  • 70% of department tickets are closed within 5 working days

If the volume of Zendesk tickets is overwhelming, talk to the delivery manager or 2nd line tech lead for assistance.

Picking up a ticket

Click the “take it” link under “Assignee”, followed by “Submit as Open”, to formally undertake a ticket. If you know you cannot solve a ticket immediately, fill in a “Public reply” to the requester to let them know you’re looking into it.

Read Common 2nd line support tasks for, which outlines some of the common (DGU) tickets that come in and how to fix them.

You can use Internal Notes to keep a log of actions you’ve taken so far: this can make it easier for other staff to pick up where you left off if you’re unable to solve the ticket yourself. Please note that departments can see internal notes, so don’t write anything you wouldn’t say to someone publicly.

If you need more information from the user, fill in the “Public reply” as appropriate and click “Submit as Pending”.

Closing a ticket

Once you’ve resolved a ticket, click “Submit as Solved”. You do not need to wait for user confirmation to close the ticket.

Tickets left pending without a response

Note that if a ticket has been pending a response for 5 or more days with no response from the requester, you can submit it as solved with a message telling them why and that if they still need help they can get in touch. Do this by clicking the “Apply macro” button at the bottom of the ticket screen, and choosing the “GOV.UK 2nd line tech: pending for 5+ days” option.