Application: support

Forms to raise Zendesk tickets to be used by Government personnel on GOV.UK

• GitHub: support
• Ownership: #govuk-platform-engineering
• Category: Supporting apps
• Links:
  • support.publishing.service.gov.uk
  • Sentry (error tracking)
  • App dashboard: request rates, errors, durations
  • Kibana App Logs (Production, last 3 hours)
  • Kibana Worker Logs (Production, last 3 hours)
  • Argo CD (support)

README

This app:

• Presents anonymous feedback about pages on GOV.UK in a “feedback explorer”. Anonymous feedback is collected via the Feedback app and retrieved from the Support API.

• Hosts internal forms for publishers to create Zendesk tickets.

• Hosts emergency contact information. This is read from an environment variable which ultimately comes from a secret in AWS Secrets Manager.

Nomenclature

• Feedback: All the data received from contact forms is considered to be “feedback” of some form or other and relates to pages published on GOV.UK.
• Anonymous Contact: Part of the feedback collected by this app is anonymous, when it’s submitted via an anonymous contact form in the feedback app.

Technical documentation

This is a Ruby on Rails app, and should follow our Rails app conventions.

You can use the GOV.UK Docker environment to run the application and its tests with all the necessary dependencies. Follow the usage instructions to get started.

Use GOV.UK Docker to run any commands that follow.

Running the test suite

bundle exec rake

Running the worker

Zendesk tickets are raised in the background using a Sidekiq worker.

To start the background worker:

bundle exec sidekiq

Further documentation

• An overview of how the Feedback, Support and Support API applications fit together (for internal use only)
• Zendesk routing

Licence

MIT License