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Direct members of the public somewhere more useful

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We can’t give advice to members of the public, but increasingly we’re
seeing them try to use our support form to ask.

It would be better for them if we can direct them straight to somewhere
more useful, before they have the chance to raise a support ticket.

This commit replaces the report a problem/ask a question triaging for
users who aren’t signed in. It’s not possible for non-signed-in users to
raise an priority 1 ticket, so we never need to triage the tickets in
this way.

Instead we can triage people based on whether they work in the public
sector or not. If they do then we send them on to the feedback form. If
not then they go to a new page which contains some useful links. We’ve
chosen these links based on some analysis of the support tickets we’ve
received recently[1]

1. https://docs.google.com/spreadsheets/d/1uBQn-ZnCYfz6ltFaUKZpytgvBF0-MeshCLZ1cD74R0c/edit?usp=sharing
This commit is contained in:
Chris Hill-Scott
2020-03-24 15:01:42 +00:00
parent c693ef2abe
commit 61ab9661fb
6 changed files with 199 additions and 50 deletions
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28
app/templates/views/support/index.html
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@@ -9,19 +9,25 @@
{% block maincolumn_content %}
<h1 class="heading-large">Support</h1>
<p>We provide 24-hour online support for teams with a live service on GOV.UK&nbsp;Notify.</p>
{% call form_wrapper() %}
{% if current_user.is_authenticated %}
{{ radios(form.support_type) }}
{% else %}
<p class="govuk-body">
What do you need help with?
</p>
{{ radios(form.who, hide_legend=True) }}
{% endif %}
{{ page_footer('Continue') }}
{% endcall %}
<p>You can also <a class="govuk-link govuk-link--no-visited-state" href="https://ukgovernmentdigital.slack.com/messages/C0E1ADVPC">contact us on Slack</a>.</p>
<div class="govuk-grid-row">
<div class="govuk-grid-column-two-thirds">
<h1 class="heading-large">Support</h1>
<p>We provide 24-hour online support for teams with a live service on GOV.UK Notify.</p>
{% call form_wrapper(class="bottom-gutter-2") %}
{{ radios(form.support_type) }}
{{ page_footer('Continue') }}
{% endcall %}
<p>You can also <a class="govuk-link govuk-link--no-visited-state" href="https://ukgovernmentdigital.slack.com/messages/C0E1ADVPC">contact us on Slack</a>.</p>
<h2 class="heading-medium">Office hours</h2>
<p>Our office hours are 9:30am to 5:30pm, Monday to Friday.</p>
<p>When you report a problem in office hours, we’ll aim to read it within 30 minutes and reply within one working day.</p>

48
app/templates/views/support/public.html Normal file
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@@ -0,0 +1,48 @@
{% extends "withoutnav_template.html" %}
{% from "components/page-header.html" import page_header %}
{% block per_page_title %}
The GOV.UK Notify team can’t give advice to members of the public
{% endblock %}
{% block maincolumn_content %}
<div class="govuk-grid-row">
<div class="govuk-grid-column-two-thirds">
{{ page_header(
'The GOV.UK Notify service is for people who work in the government',
back_link=url_for('.support')
) }}
<p class="govuk-body">
We can’t give advice to the public. We don’t have access to information about you held by government departments.
</p>
<p class="govuk-body">
There are other pages on GOV.UK where you can get help:
</p>
<h2 class="govuk-heading-m govuk-!-margin-bottom-1">
<a class="govuk-link govuk-link--no-visited-state" href="https://www.gov.uk/coronavirus">Coronavirus (COVID-19)</a>
</h2>
<p class="govuk-body">
What you need to do
</p>
<h2 class="govuk-heading-m govuk-!-margin-bottom-1">
<a class="govuk-link govuk-link--no-visited-state" href="https://www.gov.uk/contact">Contact the government</a>
</h2>
<p class="govuk-body">
Ask about benefits, driving, transport, tax, and more
</p>
<h2 class="govuk-heading-m govuk-!-margin-bottom-1">
<a class="govuk-link govuk-link--no-visited-state" href="https://www.gov.uk/report-suspicious-emails-websites-phishing">Avoid and report internet scams and phishing</a>
</h2>
<p class="govuk-body">
Advice on suspicious emails and text messages
</p>
</div>
</div>
{% endblock %}