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Solve Zendesk tickets

How Zendesk tickets are assigned to the GOV.UK Account team

When a user submits a public feedback form, this creates a Zendesk ticket in the GOV.UK second line escalation support queue.

The GOV.UK second line escalation support team sends GOV.UK Account-specific tickets to the GOV.UK Account team by assigning those tickets to 2nd line Accounts in Zendesk. GOV.UK Account-specific tickets can be about:

  • feedback on the account
  • a technical issue a user is having
  • feedback on the Brexit checker

The owners of GOV.UK Account second line support in Zendesk are the team delivery manager and product manager. They are responsible for the tickets, macros and prepared responses.

Set up Zendesk view

Before you can respond to and solve Zendesk tickets, you must set up the correct view in Zendesk.

  1. Sign into Zendesk. If you do not have access to Zendesk, speak to the Accounts team delivery manager to get access.
  2. Go to Views and select More >> at the bottom left of the page.
  3. Select Add view at the top right of the page.
  4. Enter ‘GOV.UK accounts feedback’ in the Title field.
  5. Enter ‘View of open GOV.UK accounts tickets’ in the Description field.
  6. Under Who has access, select Only you.
  7. Under Conditions > Tickets must meet all of these conditions to appear in the view, add the following 2 conditions:
    • Add a first condition by selecting the following options:
      • Group
      • Is
      • 2nd Line–GOV.UK Accounts
    • Add a second condition by selecting the following options:
      • Status
      • Is not
      • Solved
  8. Select Save at the bottom of the page.

After selecting Save, you are back on the Admin > Views page. To access your new view from this page, change the option on the right hand side of the page from All shared views to Personal views. You should see your newly created view.

You can also access your new view by selecting Views in the left hand navigation and looking under Your views. You may need to refresh your views using the refresh icon at the top of the Views menu.

Respond to and solve tickets

There’s a GOV.UK Account team rota for dealing with support tickets.

There’s usually 2 people on the rota every day: one technical person and one non-technical person.

When you’re on the rota, you should spend about an hour a day working through tickets.

Our SLA for responding to or resolving tickets

Ideally we should respond to or solve:

  • new tickets within 2 working days
  • open tickets within 5 working days
  • pending tickets within 5 working days

Prioritise tickets

Work through tickets in this order:

  1. New tickets.
  2. Open tickets.
  3. Pending tickets that have not been updated in 5 working days or more.

It helps if you order the tickets by the Requested field in Zendesk.

Solve new and open tickets

How you solve new and open tickets differs depending on what the ticket is about.

If the ticket is about feedback on the account (negative or positive)

If the ticket is anonymous

  1. Add the govuk_account_brexit tag to the ticket.
  2. Add an internal note to explain why you’re solving it. For example: “A bit of positive feedback. Solving this ticket because we don’t need to do anything.”
  3. Submit the ticket as solved using the dropdown at the bottom.
  4. If the feedback in the ticket points to something we can improve or change, add a card to ready to be prioritised in our backlog trello board so the team can discuss it at pre-planning. If you’re not sure it merits a card, ask the team in the team slack channel.

If the user left their name and contact details

We have a macro for asking users for more feedback. You must:

  1. Respond to the user using the GOV.UK Account::Additional feedback requested macro.
  2. Record the ticket in the Asked for feedback tab in the feedback spreadsheet.
  3. Submit the ticket as pending using the dropdown at the bottom. If the feedback in the ticket points to something we can improve or change, add a card to ready to be prioritised in our backlog trello board so the team can discuss it at pre-planning. If you’re not sure it merits a card, ask the team in the team slack channel.

If the user answers the follow-up feedback questions, you must:

  1. Record their feedback in the Asked for feedback tab in our spreadsheet. You find the matching ticket number by searching for that number, for example “4360500”.
  2. Thank the user for their input using the GOV.UK Account: Thanking user for additional feedback macro and solve the ticket.

If the ticket is about a technical issue

If the ticket is anonymous

We will not be able to respond to the user.

If the issue seems urgent and specific, talk to the developer on the rota about the issue so we can try to fix it.

If the issue points to something we can improve or change, add a card to ready to be prioritised in our backlog trello board so the team can discuss it at pre-planning. If you’re not sure it merits a card, you can post in our slack channel and ask the team what they think.

Once the issue is solved or we’ve done everything we can:

  1. Add the govuk_account_brexit tag to the ticket.
  2. Add an internal note explaining what we did or what happened.
  3. Submit as solved.

If the user left their name and contact details

If the user is describing a common issue, for example problems with 2FA or confusion about what the account is, you may be able to use one of our macros.

If you need more information to understand the problem, respond to the user with questions and submit the ticket as pending. Use the GOVUK Account: More information needed macro for this. Ask more specific questions if needed.

If the issue seems urgent and specific, talk to the developer on the rota about it so we can try to fix it.

If the issue points to something we can improve or change, add a card to ready to be prioritised in our backlog trello board so the team can discuss it at pre-planning. If you’re not sure it merits a card, you can post in our slack channel and ask the team what they think.

Once the issue is solved or we’ve done everything we can:

  1. Add the govuk_account_brexit tag to the ticket.
  2. Respond to the user explaining what we’ve done to fix the issue or what we’re planning to do.
  3. Submit as solved.

If the ticket is a question about how to do something in the account

Sometimes we get tickets from users who want to change their details or their password. We should explain they can do it themselves, and how.

If the user wants to update their email, phone number or password:

  1. Use the GOV.UK Account - Changing details (email or phone) macro.
  2. Submit the ticket as solved.

Sometimes we get tickets from users who want to change their details or their password.

If the user wants to update their email or password

  1. Use the GOV.UK Account - Changing details (email or phone) macro.
  2. Submit the ticket as solved.

If the user wants to update their phone number

First ask the user if they still have access to the number they used when they created the account.

The guidance we need to give depends on how they answer this question.

Begin by saying something like:

“Hello

Thanks for your message.

The safest thing would be for you to update the phone number on your GOV.UK account yourself.

To do this you need to be able to sign in to your account. This means you need to have access to the phone number you used when you created the account, as that’s the number the system will use to send you the security code when you try to sign in.

Is there any chance you still have access to your old number? For example, do you have your old sim card?

Best wishes”

If the user replies to say they do have access to their old number, explain they need to sign in to their account (the security code will be sent to their old number).

Once they’re in the account, they need to go to Manage my account and they will see the option for changing their phone number.

If the user does not have access to their old number, it’s a little more complicated because we should not be changing people’s phone numbers for them for security reasons. You need to:

  1. Ask a developer to find a link to the user’s Brexit checker results (Michael and Huw know how to do this)

  2. Reply to the user with the following message:

    “Hello

    Unfortunately I cannot change the number for your GOV.UK account for security reasons. The only solution is for my team to delete your GOV.UK account entirely and for you to create the account again using your new phone number.

    One thing I can do is share the list of Brexit actions saved in your existing account with you. This link will carry on working even if we delete your account and you create a new one: [add link]

    Please can you confirm whether you’d like me to go ahead and delete the account so you can create it again with the right number?

    Best wishes”

If the ticket is about the Brexit checker

This process is still to be confirmed.

In the interim, we should thank the users who sent feedback. If it feels appropriate, ask them follow-up questions about their experience using the account:

  1. Respond to the user using the GOV.UK Account: Additional feedback requested macro.
  2. Submit the ticket as pending.

If the ticket is not for GOV.UK Account to solve

Upon further investigation, a ticket may not be for our team to solve. For example, if it is to do with other things such as a visa application.

In this case, you must send the ticket back to the 2nd line user support escalation team.

  1. Assign the ticket in Zendesk to 2nd Line — User support escalation.
  2. Tag the ticket as govuk_account_brexit.
  3. Add an internal note explaining why.
  4. Submit the ticket as new using the dropdown at the bottom.

If the ticket is not to do with GOV.UK Account or government

Sometimes we get tickets that are not about anything to do with GOV.UK or the government.

In this case, we solve the ticket but do not notify the user that we’ve done this.

  1. Add the govuk_account_brexit tag to the ticket.
  2. Add the do_not_email and do_not_reply tags to the ticket.
  3. Add an internal note that says: “The message in this ticket isn’t meaningful. There is no action for us.”
  4. Submit as solved.

If the ticket is from a user who wants to delete their account

We have a legal obligation to delete the account and data of anyone who requests this.

When this happens, first check that the user definitely has a GOV.UK account. Post in the #govuk-accounts-tech slack channel and ask a developer to check this.

If the user has a GOV.UK account, explain that they can delete their account themselves. You can use a message along the lines of:

“Hello

Thank you for your message.

You can delete your GOV.UK account and all the information stored in it yourself. Here’s what you need to do:

  1. To delete your account, you first need to sign in to your account here: https://www.account.publishing.service.gov.uk/sign-in

    If you cannot sign in because you’re having password issues, you can reset your password by following the instructions here: https://www.account.publishing.service.gov.uk/account/password/reset. Once you’ve reset your password, sign in.

  2. Once you’ve signed in, you need to go to the ‘Manage your account’ section of your account.

  3. Scroll to the bottom and select the ‘Delete this GOV.UK account’ link.

  4. Enter your password and select the red ‘Delete account’ button.

Once you’ve done this, you will be completely removed from the GOV.UK account system.

Please note that this will not stop email notifications you’re getting about changes to content on the GOV.UK website - it will only stop notifications about your GOV.UK account.

If you also want to stop getting emails about updates to content, you can unsubscribe from those here: https://www.gov.uk/email/manage/authenticate

I hope this helps, but please let us know if you have any questions or issues. I will leave this ticket open for now.

Best wishes”

If after a couple of weeks the user has not deleted their account, then we should reply to say we’re going to delete it. Give them a day to respond (just in case they’ve changed their mind). Here’s a message you can use for this:

“Hello

We’ve noticed that you have not deleted your GOV.UK account, so we’ll go ahead and delete it for you as requested.

Your GOV.UK account and all the data stored in it will be deleted tomorrow (date).

Please bear in mind that this will not affect:

  • email notifications you’re currently getting about changes to information on the GOV.UK website - if you want to stop receiving these notifications, you can unsubscribe here: https://www.gov.uk/email/manage/authenticate

  • any other government accounts you may have set up in addition to your GOV.UK account (for example Government Gateway, Universal Credit, or Personal Tax Account) - you’ll need to delete those accounts separately

We’ll get back in touch when your GOV.UK account has been deleted.

Best wishes”

Once you’ve deleted the account, confirm this with the user and solve the ticket:

“Hello

Your GOV.UK account and all the information stored in it have now been deleted.

Please be aware this has not affected your subscription to Brexit-related email notifications. If you want to stop getting email notifications when information on GOV.UK changes, you can ask to unsubscribe here: https://www.gov.uk/email/manage/authenticate

I am going to close this ticket now, but you can reopen it by replying to this email if you have any other questions or if you need any more support.

Best wishes”

Solve pending tickets

We aim to close any pending tickets that have not been updated for 5 working days or longer.

  1. Use the GOV.UK Account: Closing a pending ticket macro. Change the text if you think the exchange we’ve had with the user warrants it.
  2. Submit the ticket as solved.

Macros to answer common questions quickly

We’ve set up a few macros to help you answer common questions more quickly.

You can adjust the wording so your response ties in to the question the user is asking.

GOV.UK Account: Account confusion / issue signing in

This macro explains that the GOV.UK account is only for the Brexit checker, and is not currently linked to any other services such as Government Gateway, Personal Tax Account or Universal Credit.

Use this macro when people get in touch because they think they have an account when they do not actually have one.

Usually these people are confusing a GOV.UK account with another account.

GOV.UK Account: Not getting security code

This macro explains what the user can do if they’re not getting the security code.

GOV.UK Account: More information needed

This macro asks the user to provide more information.

Use this macro if the initial ticket doesn’t have enough information for you to be able to understand the problem.

GOV.UK Account: Additional feedback requested

This macro thanks the user for giving feedback and asks them a few more questions about their experience with the account.

Use this macro if the user has given a bit of feedback about their experience.

GOV.UK Account: Closing a pending ticket

This macro explains that we’re going to close the ticket but that the user can reopen it anytime if they need to.

Use this macro to close pending tickets that have not been updated in 5 working days or more.

GOV.UK Account: Changing details (email or phone)

This macro explains what the user needs to do to update their account.

Use this macro when dealing with tickets where a user asks us to update their email or password.

GOV.UK Account: Thanking user for additional feedback

This macro thanks users for providing answers to the follow-up feedback questions.

Use this macro to respond to tickets where users have answered out feedback questions.

GOV.UK Account: Issues with international phone number

This macro tells the user to try to resolve an issue with their security code by adding the international dialing code to their mobile phone number.

Use this macro when users are having issues receiving their security code.

Prepared responses to common issues

Questions about the security of GOV.UK accounts

Thanks for your question. We take security very seriously. We make sure any information a user submits is held securely.

We have put in place security measures that defend against the kinds of threats that GOV.UK accounts could face. For example:

  • all data is encrypted between us and a user’s web browser using HTTPS
  • a secondary security code is required to log into an account
  • accounts lock out after a set number of failed login attempts
  • we store passwords securely

You can review or report any suspicious activity in the security section of your account.

You also can read about how GOV.UK accounts use cookies and personal information in the full GOV.UK accounts privacy notice.

We will keep re-assessing our security measures as the GOV.UK account develops.

Please let us know if you have any more questions.

Best wishes,

[NAME]

[JOB]

GOV.UK Account team

How to create a GOV.UK account

To create an account, you need to go through the questions in the Brexit checker.

At the end you’ll get a results page that lists all the things you need to do for Brexit based on your circumstances.

You can then select the link to set up email updates. You’ll be given 2 options: to subscribe to email updates or to create an account.

Select the green ‘Create a GOV.UK account’ button and you’ll be guided through the process.

If a user cannot get an account because they do not have a mobile phone

Thanks for your message.

Unfortunately you cannot currently create an account without a mobile number, but this is something we’re actively looking at addressing.

The reason you need a mobile phone is that we use it to send you a security code that will help keep your account secure. We’re looking into other ways we could send that code to people, and hope to add this to the account soon.

The good thing is that you don’t need an account to access any government services or information. If you were trying to work out what you need to do as a result of the Brexit deal, I suggest that instead of creating an account you sign up to receive email alerts.

To do this, you need to go through the questions in the Brexit checker. At the end you’ll get a results page that lists all the things you need to do for Brexit based on your circumstances. You can then select the link to set up email updates.

You’ll be given 2 options: To subscribe to email updates or to create an account. Select the link for subscribing to email updates and you’ll be guided through the process.

If a user wants to update their Brexit checker results

Thank you for your message,

You can change your Brexit checker answers yourself.

To do this:

  1. Sign in to your account: https://www.account.publishing.service.gov.uk/sign-in

  2. Select the ‘Update your results and email alerts’ link and go through the Brexit questions again. You’ll find that the answers will be pre-populated with the answer saved in your account previously. But you can change this.

  3. After you have finished going through your questions, you’ll see a message at the top of your results that says'These results are different to the ones saved in your account’.

Select the link in that message, and you’ll be taken to a table that shows you the difference. If you’re happy with your new answers, select the ‘Save new answers’ green button at the bottom of the page.

I hope this helps.

This page was last reviewed on 6 January 2021. It needs to be reviewed again on 6 July 2021 .
This page was set to be reviewed before 6 July 2021. This might mean the content is out of date.