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This is for internal use by the PaaS team. Public-facing documentation is located at docs.cloud.service.gov.uk.

Zendesk guide

Teaching the wider Zendesk interface is out-of-scope of this guide, but it records key things in our usage.

We use the GOV.UK Zendesk for managing support tickets and some automated notifications.

We have two sorts of tickets: ordinary support dealt with in-hours, and P1 incidents dealt with out-of-hours. We have an extra view for ordinary tickets requiring attention from the product people.

There are multiple inputs for ordinary support tickets: forms on the product page, emails to the gov-uk-paas-support@digital.cabinet-office.gov.uk address, automated CVE alerts, etc.

To bring tickets to the attention of PaaS product people, add the govuk_paas_product_support tag.

A few people in the team have edit permissions over our own views, but for most changes we need to talk to the GDS support team within TechOps. Open a Zendesk ticket assigned to 2nd/3rd Line--Zendesk Administration.

Email notifications of incoming tickets are administered manually. This needs doing when someone is added or removed from Zendesk. Contact the support team.

Routing

The in-hours email address gov-uk-paas-support@digital.cabinet-office.gov.uk is given in numerous places, for instance our Support page. The out-of-hours email address is deliberately not written down in public, to avoid spam waking people up at night.

Both email addresses are Google Groups. Originally we used Gmail Aliases but they did not support prepending to email subjects for Zendesk. These groups forward emails elsewhere and are not intended for use by themselves. Their spam protection is disabled to avoid emails being silently discarded.

The in-hours email address prepends [PaaS Support] to email subjects, and forwards it to a Zendesk email address. The out-of-hours email address prepends [PaaS Emergency Support] and also forwards to a PagerDuty email address.

Tagging

We use the following tags to categorise support tickets:

 
Category Tag
Incident Report (cf) govuk_paas_incident_report_cf_performance_issues
Incident Report (cf) govuk_paas_incident_report_cf_availability
Incident Report (cf) govuk_paas_incident_report_cf_deployment
Incident Report (cf) govuk_paas_incident_report_cf_downtimes
Incident Report (tenant) govuk_paas_incident_report_t_performance_issues
Incident Report (tenant) govuk_paas_incident_report_t_availabilty
Incident Report (tenant) govuk_paas_incident_report_t_deployment
Incident Report (tenant) govuk_paas_incident_report_t_downtimes
Backing services govuk_paas_backing_services_monitoring_metrics_logs
Backing services govuk_paas_backing_services_binding_unbinding_issues
Backing services govuk_paas_backing_services_private_beta_access
Backing services govuk_paas_backing_services_connecting_issues
Backing services govuk_paas_backing_services_postgres
Backing services govuk_paas_backing_services_mysql
Backing services govuk_paas_backing_services_redis
Backing services govuk_paas_backing_services_elasticsearch
Backing services govuk_paas_backing_services_cdn
Backing services govuk_paas_backing_services_performance
Backing services govuk_paas_backing_services_scaling
Notifications govuk_paas_notifications_security_cve
Notifications govuk_paas_notifications_aws_notifications
Notifications govuk_paas_notifications_upstream_notifications
Apps govuk_paas_apps_monitoring_metrics_logs
Apps govuk_paas_apps_deployment
Apps govuk_paas_apps_certificates
Apps govuk_paas_apps_buildpacks
Apps govuk_paas_apps_secrets
Apps govuk_paas_apps_performance
Apps govuk_paas_apps_scaling
Apps govuk_paas_apps_scheduling
Apps govuk_paas_apps_logs
Account Management govuk_paas_account_management_user_addition
Account Management govuk_paas_account_management_user_removal
Account Management govuk_paas_account_management_user_password_reset
Account Management govuk_paas_account_management_quota_increase
Account Management govuk_paas_account_management_sla
Account Management govuk_paas_account_management_organisation_account_management
Account Management govuk_paas_account_management_domain_management
Account Management govuk_paas_account_management_billing
Bug Report govuk_paas_bug_report_cli
Bug Report govuk_paas_bug_report_backing_services
Bug Report govuk_paas_bug_report_documentation_error
Engagement Request govuk_paas_engagement_request_trial_account
Engagement Request govuk_paas_engagement_request_new_account_enquiry
Engagement Request govuk_paas_engagement_request_contact_request
Engagement Request govuk_paas_engagement_request_onboarding_request
Engagement Request govuk_paas_engagement_request_pricing
Engagement Request govuk_paas_engagement_request_sla
Security govuk_paas_security_pen_test
Security govuk_paas_security_information_assurance
Security govuk_paas_security_authentication
Security govuk_paas_security_secrets
Security govuk_paas_security_access_control
Security govuk_paas_security_infrastructure
Security govuk_paas_security_domain_management
Feature / Query govuk_paas_feature_query_IP_networking
Feature / Query govuk_paas_feature_query_capability_question
Feature / Query govuk_paas_feature_query_infrastructure
Feature / Query govuk_paas_feature_query_domain_management
Feature / Query govuk_paas_feature_query_untagged
Feature / Query govuk_paas_feature_query_plugins
Misc govuk_paas_misc_non_technical
Misc govuk_paas_difficult_to_tag