Application: support

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

GitHub: support
Ownership: #govuk-platform-security-reliability-team
Hosting: AWS (EKS)
Category: Supporting apps
Links: support.publishing.service.gov.uk

Sentry (error tracking)

Deployment dashboard

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.
Exposes internal APIs to create Zendesk tickets e.g. via the Feedback app. Tickets are created using the gds_zendesk gem.
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.

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.
Named Contact: In contrast with the Anonymous Contact feedback, this is submitted via a form that will require you to identify yourself.

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.

bundle exec rake

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

To start the background worker:

bundle exec sidekiq

[An overview of how the Feedback, Support and Support-api applications fit together[(https://docs.google.com/presentation/d/1KNJQsH7Stu1hAe8DL-Zs585Q_yXSleGYiH0G6Sw6rOw/edit#slide=id.g59de842929_0_5) (for internal use only)