not fairly Higher assist for the Have I Been Pwned API with Zendesk
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I have been spending quite a lot of time on Have I Been Pwned (HIBP) recently, from all the pieces normal (ie monitoring plenty of knowledge breaches) to all the pieces new, particularly increasing and enhancing the general public API. The API is definitely fairly easy: enter an e mail deal with, get a end result, and that is a clearly documented course of. However the place issues get extra nuanced is when individuals pay cash for it as a result of abruptly, there are completely different expectations. For instance, how do you cancel a subscription as soon as it has began? You might learn the directions when registering for a key, however who remembers what they learn months in the past? There’s additionally the next expectation of assist for all the pieces from construct an API request to what to do whenever you preserve getting 429 responses since you’re (supposedly) making too many requests. And sure, a few of these queries are, um, “primary”, however they’re nonetheless issues that individuals need assist with.
Initially, all HIBP emails got here from [email protected] as a result of they had been merely not ready to supply assist. In my naivety, I assumed that individuals would see “no reply” and never reply. As an alternative, they’d ship an e mail to that deal with, get pissed off when there was no response (from the “no response” deal with…) and lookup my private contact info. Or they’d file a dispute with Stripe as a result of they despatched an e mail to [email protected] requesting that their subscription be unsubscribed and it was not. So in September I began on the lookout for a greater answer:
I’m considering of creating a extra formal assist course of for @talking, particularly for individuals who purchase API keys and have questions on billing or implementation. Any solutions on a service? One thing that may classify requests, possibly even have FAQs. Ideas?
—Troy Hunt (@troyhunt) September 29, 2022
This was a non-trivial train. We have all used assist companies earlier than, so we’ve got an thought of what to anticipate from an end-user perspective, but it surely’s a unique story when you dive into all of the admin bits behind them. Frankly, I discover this sort of stuff boring, however fortunately it is a chore. my amazing wife charlotte gladly collected. Currently he has turn out to be increasingly more concerned in all issues troyhunt.com and HIBP because it brings order, calm and albeit the sanity I so desperately want in my in any other case loopy and demanding skilled life. We additionally realized that if we obtained this proper, she would be capable to deal with quite a lot of the assist queries that I beforehand did myself, so she would all the time play an enormous position in selecting the assist platform.
Based mostly closely on Charlotte’s work, we settled on Zendesk and quietly revealed assist.haveibeenpwned.com a few week in the past:
There’s an FAQ that covers a bunch of often requested questions, troubleshooting that addresses frequent issues, and naturally the power to submit a request in the event you nonetheless need assistance. These are all a piece in progress, and we’ll be including much more content material in response to queries, so long as it is the precise factor to do. Talking of which:
This service is for public enterprise API key customers solely, not for normal HIBP queries.
Why? As a result of I continually get queries like this:
Uh… and why am I sleeping throughout the day?! pic.twitter.com/BUGTJtgl7t
—Troy Hunt (@troyhunt) November 1, 2022
Is that even a question? I dont know! However I do know that somebody took the time to lookup my private e mail deal with this week and despatched it to me, and it is No the type of issues we’ll be responding to at Zendesk. They’re additionally not queries of the next kind:
I have been pwned, now what?
How do I take away my knowledge from knowledge breaches?
Or considered one of my private favorites:
I demand that you simply take away all my knowledge from knowledge breaches or you’ll obtain a letter from my lawyer!
This entire knowledge breach state of affairs is a international idea to lots of people, and I perceive there are questions, however Charlotte and I am unable to run a free service and concurrently reply queries like this from the plenty. However queries coming by means of Zendesk are one thing we will handle because it has a transparent scope, there are quite a lot of supporting paperwork and for probably the most half we’re coping with tech professionals who perceive this world somewhat higher than the typical punter within the first place.
As I introduced in final week’s weblog put up, we’re transferring ahead with new annual billing and payment caps for the API key, and getting this half out first was all the time an essential prerequisite. It is all a part of getting ready for larger issues to return for HIBP 😊
They’ve cheated me?
I hope the article roughly Higher assist for the Have I Been Pwned API with Zendesk
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