Merge pull request #896 from alphagov/louzoid-gds-usersupport

Update the user support page

source/standards/user-support.html.md.erb

@@ -1,31 +1,28 @@
 ---
 title: How GDS provides user support
-last_reviewed_on: 2022-07-25
+last_reviewed_on: 2024-05-14
 review_in: 6 months
 ---
 
 # <%= current_page.data.title %>
 
-The Support Operations team help GDS service teams respond to user enquiries, providing 1st line support for many teams within GDS including [GOV.UK](https://www.gov.uk/) and [GOV.UK Verify](https://www.gov.uk/government/publications/introducing-govuk-verify/introducing-govuk-verify).
+GDS teams follow Service Manual guidance on [setting up and managing user support](https://www.gov.uk/service-manual/helping-people-to-use-your-service/set-up-and-manage-user-support).
 
-## Zendesk
-
-Support Operations require GDS teams to use [Zendesk](https://www.zendesk.com/) to manage communications with service users. Support Operations work with GDS teams to help manage Zendesk setup and configuration, for example with:
-
-- choosing agent types, groups and ‘pass-through’ to other government departments
-- [General Data Protection Regulation (GDPR)](https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/) considerations, such as data disclosure and data retention
+GDS teams operate support models that are aligned to the needs of the users that they are supporting. For example, the [GOV.UK Pay](https://www.payments.service.gov.uk/) team supports users working in government departments that are using GOV.UK Pay or considering doing so. [GOV.UK](https://www.gov.uk/) and [One Login](https://www.sign-in.service.gov.uk/) support both government and non-government users.
 
 ## Support lines for your service
 
-GDS teams provide support in 3 groups, known as ‘lines’, for each product.
+However the support model varies, teams will have multiple 'lines' of support.
 
 ### 1st line user support
 
 1st line support provide resolution for basic user enquiries and triage frequent, repeatable incidents. For example, issues signing in.
 
+The GDS User Support team provides 1st line support for many teams in GDS. Contact the User Support team using the [#user-support Slack channel].
+
 ### 2nd line technical support
 
-2nd line support provide direct incident resolution and triage user requests. For example, when users receive timeout errors or performance issues.
+2nd line support provide direct incident resolution (see [incident management](/standards/incident-management.html)) and triage user requests. For example, when users receive timeout errors or performance issues.
 
 ### 3rd line product teams
 
@@ -41,13 +38,15 @@ Understanding your service’s routes into support will make sure support and pr
 
 Document and share your support team’s operating hours. Many GDS teams operate a rota for their 2nd line support and escalation contacts.
 
-## Further reading
+## Zendesk
 
-To find out more about user support and incident management read how to:
+Most GDS teams use Zendesk to manage communications with service users. The User Support team work with GDS teams to help manage Zendesk setup and configuration, for example with:
 
-* [set up and manage user support](https://www.gov.uk/service-manual/helping-people-to-use-your-service/set-up-and-manage-user-support) in the Service Manual
-* [manage technical incidents](incident-management.html) for your service
+- adding and removing Zendesk accounts
+- choosing agent types, groups and ‘pass-through’ to other government departments
+- [General Data Protection Regulation (GDPR)](https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/) considerations, such as data disclosure and data retention
+- general best practice guidance
 
-## Contact Support Operations
+For help using Zendesk in GDS, contact the User Support team using the [#user-support Slack channel]
 
-Contact the Support Operations team using the [#user-support Slack channel](https://gds.slack.com/messages/CADFJBDQU/details/#).
+[#user-support Slack channel]: https://gds.slack.com/archives/CADFJBDQU