https://insidegovuk.blog.gov.uk/2013/05/25/please-use-the-support-form/

Using the support form

With 24 depts and 31 other orgs now live on the site, it won’t surprise you to hear that we get a lot of support requests, questions and suggestions.

It’s not sustainable to deal with these requests directly by phone and email, especially with the hundreds of ALBs soon to join the site.

From now on, if you call or email us directly about something that the support form is intended to deal with, we will ask you to resubmit it via the form.

Sorry if this feels cold and bureaucratic. That’s not the intention. It’s so we can help you better. As it stands, lots of important things are being missed because they are lost in busy people’s inboxes, and we need to be able to see the trends in the kinds of things people are asking about frequently. The appropriate team members get alerted when support requests come in, and we are trialling an SLA for response times for different types of request.

The form is here: https://www.gov.uk/support/internal (internal to government only)

You should use it for all of the following things:

  • telling us about new user needs
  • requesting new features
  • reporting bugs or issues
  • requesting analytics reports
  • requesting short URLs (guidance coming soon on this)
  • requesting redirects
  • general feedback

Basically, anything which you think requires an action on our part should be raised through that form.

Should you need to escalate or chase progress on a support ticket (*only* once the expected resolution time has elapsed), you can do that by emailing Jenni Moss. Jenni is the single point of contact at GDS for this purpose.