https://github.com/alphagov/support-api

API for processing GOV.UK named requests and anonymous feedback
https://github.com/alphagov/support-api

container govuk govuk-pr-team

Last synced: about 2 months ago
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API for processing GOV.UK named requests and anonymous feedback

• Host: GitHub
• URL: https://github.com/alphagov/support-api
• Owner: alphagov
• License: mit
• Created: 2014-06-18T15:43:38.000Z (over 10 years ago)
• Default Branch: main
• Last Pushed: 2024-04-11T21:43:54.000Z (5 months ago)
• Last Synced: 2024-04-12T05:06:56.506Z (5 months ago)
• Topics: container, govuk, govuk-pr-team
• Language: Ruby
• Homepage: https://docs.publishing.service.gov.uk/apps/support-api.html
• Size: 1.91 MB
• Stars: 5
• Watchers: 67
• Forks: 6
• Open Issues: 2
• Metadata Files:
  • Readme: README.md

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README

        
# Support API

This app provides an API for storing and fetching anonymous feedback about pages on GOV.UK. Data

comes in from the [feedback app][feedback] on the public-facing frontend and is read by [the

support app][support] on the admin-facing backend. Alternatively, some types of feedback are sent

to Zendesk so it can be acted on by the support teams directly.

Support API can receive feedback about any page on GOV.UK, but all it is sent is the path.  We use the

content-store to look up extra information (content_id, associated organisations, etc) about these pages

to allow for better search and filtering of the feedback.

Support API also stores ratings for services. It aggregates those ratings every day in order to keep

the size of the database manageable - see `config/schedule.rb` for more details. Previously the aggregate

ratings were uploaded to the performance platform, which no longer exists.

## Nomenclature

- **Feedback**: Everything stored in the app is considered to be "feedback" of some form or other and

  relates to pages published on GOV.UK.  Confusingly most of the data also comes from the [feedback

  app][feedback], but when we talk about feedback in the context of the support-api we don't usually

  mean the feedback app, we mean the data stored in the database.

- **Anonymous Contact**: All feedback stored in this app is anonymous.  This is in contrast with the

  `Named Contact` feedback that is sent directly to the [support app][support].  All feedback in this

  app is scanned to see if it may contain Personally Identifiable Information (PII) and flagged if we

  think it might.

- **Service Feedback**: This is feedback that came from the short survey on a "done" page and contains

  a 1-5 rating for what the user thought of the service.

- **Page Improvement**: Unlike other feedback types, this is not stored in the database, but instead

  is sent directly to [Zendesk][zendesk] to be handled by the GOV.UK support team.

## Technical documentation

This is a Ruby on Rails app, and should follow [our Rails app conventions](https://docs.publishing.service.gov.uk/manual/conventions-for-rails-applications.html).

You can use the [GOV.UK Docker environment](https://github.com/alphagov/govuk-docker) to run the application and its tests with all the necessary dependencies. Follow [the usage instructions](https://github.com/alphagov/govuk-docker#usage) to get started.

**Use GOV.UK Docker to run any commands that follow.**

### Running the test suite

`bundle exec rake`

## Further documentation

- [An overview of how the Feedback, Support and Support-api applications fit together](https://docs.google.com/presentation/d/1KNJQsH7Stu1hAe8DL-Zs585Q_yXSleGYiH0G6Sw6rOw/edit#slide=id.g59de842929_0_5) (for internal use only)

## Licence

[MIT License](LICENCE)

[feedback]: https://github.com/alphagov/feedback

[support]: https://github.com/alphagov/support

[zendesk]: https://govuk.zendesk.com