very almost Higher assist for the Have I Been Pwned API with Zendesk
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I have been spending a variety of time on Have I Been Pwned (HIBP) recently, from every thing regular (ie monitoring lots of information breaches) to every thing new, specifically increasing and bettering the general public API. The API is definitely fairly easy: enter an e-mail tackle, get a outcome, 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 instantly, there are completely different expectations. For instance, how do you cancel a subscription as soon as it has began? You may learn the directions when registering for a key, however who remembers what they learn months in the past? There’s additionally a better expectation of assist for every thing from easy methods to 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, “fundamental”, however they’re nonetheless issues that individuals need assist with.
Initially, all HIBP emails got here from [email protected] as a result of they have been merely not ready to offer assist. In my naivety, I assumed that individuals would see “no reply” and never reply. As a substitute, they’d ship an e-mail to that tackle, get pissed off when there was no response (from the “no response” tackle…) and search for 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 searching for a greater resolution:
I’m pondering 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 now we have an concept of what to anticipate from an end-user perspective, nevertheless it’s a special story when you dive into all of the admin bits behind them. Frankly, I discover this type of stuff boring, however fortunately it is a chore. my amazing wife charlotte gladly collected. These days he has grow to be an increasing number of 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 acquired this proper, she would be capable to deal with a variety of the assist queries that I beforehand did myself, so she would all the time play a giant position in selecting the assist platform.
Based mostly closely on Charlotte’s work, we settled on Zendesk and quietly revealed assist.haveibeenpwned.com a couple of week in the past:
There’s an FAQ that covers a bunch of continuously requested questions, troubleshooting that addresses widespread issues, and naturally the power to submit a request should 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 proper 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 search for my private e-mail tackle 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 information from information breaches?
Or one in all my private favorites:
I demand that you simply take away all my information from information breaches or you’ll obtain a letter from my lawyer!
This entire information breach situation is a overseas idea to lots of people, and I perceive there are questions, however Charlotte and I can not run a free service and concurrently reply queries like this from the lots. However queries coming by Zendesk are one thing we are able to handle because it has a transparent scope, there are a variety of supporting paperwork and for essentially the most half we’re coping with tech professionals who perceive this world slightly higher than the typical punter within the first place.
As I introduced in final week’s weblog submit, we’re shifting ahead with new annual billing and price caps for the API key, and getting this half out first was all the time an necessary prerequisite. It is all a part of making ready for larger issues to come back for HIBP 😊
They’ve cheated me?
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