From fae95fc9bc911339548cc4dde9fc3a3b329d8b7d Mon Sep 17 00:00:00 2001 From: louzoid-gds <31240444+louzoid-gds@users.noreply.github.com> Date: Fri, 3 May 2024 16:17:45 +0100 Subject: [PATCH 1/2] Update the user support page Brought the content more up to date and rearranged it slightly --- source/standards/user-support.html.md.erb | 31 +++++++++++------------ 1 file changed, 15 insertions(+), 16 deletions(-) diff --git a/source/standards/user-support.html.md.erb b/source/standards/user-support.html.md.erb index de6a9525..f910cb05 100644 --- a/source/standards/user-support.html.md.erb +++ b/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: 2024-05-03 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]((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 From 7335d4f44f3697968fd65d5ce7719be6ac9cca9b Mon Sep 17 00:00:00 2001 From: louzoid-gds <31240444+louzoid-gds@users.noreply.github.com> Date: Tue, 14 May 2024 16:30:09 +0100 Subject: [PATCH 2/2] Corrected link markdown And added a full stop --- source/standards/user-support.html.md.erb | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/source/standards/user-support.html.md.erb b/source/standards/user-support.html.md.erb index f910cb05..0c2c813f 100644 --- a/source/standards/user-support.html.md.erb +++ b/source/standards/user-support.html.md.erb @@ -1,6 +1,6 @@ --- title: How GDS provides user support -last_reviewed_on: 2024-05-03 +last_reviewed_on: 2024-05-14 review_in: 6 months --- @@ -12,7 +12,7 @@ GDS teams operate support models that are aligned to the needs of the users that ## Support lines for your service -However the support model varies, teams will have multiple 'lines' of support +However the support model varies, teams will have multiple 'lines' of support. ### 1st line user support @@ -22,7 +22,7 @@ The GDS User Support team provides 1st line support for many teams in GDS. Conta ### 2nd line technical support -2nd line support provide direct incident resolution (see [incident management]((incident-management.html))) 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