This was a minor issue in a recent incident [1].
We don't want people emailing us directly:
- It's harder to collaborate on replies than in Zendesk, where I
can see who's editing.
- We can't take advantage of macros like we can in Zendesk.
- People emailing us directly creates an unnecessary distraction
and it's easy to lose track. We want to minimise distractions in
an incident situation.
- We use notify-support@ for monitoring, so we don't want noise.
[1]: https://docs.google.com/document/d/1eArpcYoCmhlgB45FZpGj1_HnkAgpgtgwr-KBiUq7h8c/edit#
The following changes are still to be decided:
- how to tell userr when the service will be up
again on the PaaS failwhale page
- contact information for both pages
These are the settings that our analytics person has said we should be
using across all the GaaP products.
This commit also makes sure our tracking code is identical across all
the templates that have it in (including the obsfucation of UUIDs). We
may want to remove the ID obsfucation later on, but for now let’s make
sure it’s happening consistently in all the places.
