This app collects feedback from users via contact forms rendered on GOV.UK.
This data is then sent to the
support app or
support-api app to be dealt with.
Contact Page on GOV.UK
Contact Form on GOV.UK
- Feedback: All the data received from contact forms is considered to be "feedback" of some form or other and relates to pages published on GOV.UK.
- Anonymous Contact: Part of the feedback collected by this app is anonymous, when it's submitted via an anonymous contact form in the [feedback app][feedback].
- Named Contact: In contrast with the
Anonymous Contactfeedback, this is submitted via a form that will require you to identify yourself. This data is sent directly to the
Pages rendered by the application
Note that this list may not be complete.
This is a public facing Ruby on Rails application that collects feedback from users in multiple ways:
- Renders a contact page on GOV.UK:
- Collects feedback from other contact forms. Pages using the
staticapp will have a link at the bottom of the page asking:
Is there anything wrong with this page?. Clicking this link will show you a form. The data from the form will be submitted to the
- Sends feedback either to the
supportapp or the
support-apiapp. If the feedback is sent to the
supportapp, it will in turn create a ticket in Zendesk. If it's sent to the
support-apiapp then it will either be stored in a database or a Zendesk ticket will be created.
- A certain subset of tickets ('assisted digital') have a special workflow: they're
sent once to a Google spreadsheet via the Google API, and then a subset of the data
is sent to
support-apiwhich will save them in its database. More documentation about that here: docs/assisted_digital_feedback.md.
- Handles email survey signups. A banner that shows up on
gov.ukwill ask you to provide an email to signup to a survey.
feedbackwill then email you a link to the survey. However, it does not collect the answers. More documentation about that here: docs/email_survey_signups.md
- support-api - 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.
- support - receives feedback from the
feedbackapp and creates Zendesk tickets from it.
- static - renders contact forms that will collect information that will be sent to the
Running the application
To start the app using
To start the app directly:
This will start the app on port
Running the test suite
To run unit tests, execute the following:
bundle exec rake
Manual testing with a mock signon strategy
bowl from the
development> bowl feedback
Manual testing with real authorisation
For the feedback that is sent to the
support app the
feedback app needs a
bearer token for authorization because
support is a backend app protected by
signon. The same is not true for the feedback that is sent to
because it's not protected by
You can read more about how to obtain authorization in the docs: docs/testing_with_real_authorization.
Assisted Digital Feedback
Assisted Digital feedback is stored twice. The standard service feedback component is sent to support-api like other tickets, but the rest of the feedback specifically about assisted digital support is stored in a google spreadsheet.
A more thorough explanation about how assisted digital feedback works can be found in the docs: docs/assisted_digital_feedback.md.
Email Survey Signups
This type of feedback is not actually feedback, it's a response from a banner
displayed by static asking users to provide an email address where we can send
them a link to a survey. The survey will then be emailed to them via the
feedback app. Please be aware that the answers we get back on the survey will
NOT be stored in
A more thorough explanation of how email surveys work can be found in the docs: docs/email_survey_signup.md.