Improve the formatting of the support emails for PTs (#2429)

This PR improves the formatting of the support emails for the "PT service skip Freshdesk" feature while still using the existing _generate_ticket method.

This PR removes the product_id, 'priority, status, and tagsdata from the email.priorityandstatuswere being hardcoded in this case so those numbers weren't meaningful.product_idwill always be the same for the prod app. Andtags` are only meaningful to freshdesk. So I think it is safe to remove this data for this feature since it makes the email less confusing for the support team.

app/clients/freshdesk.py

@@ -142,18 +142,34 @@ def send_ticket(self) -> int:
     def email_freshdesk_ticket_freshdesk_down(self):
         if current_app.config["CONTACT_FORM_EMAIL_ADDRESS"] is None:
             current_app.logger.info("Cannot email contact us form, CONTACT_FORM_EMAIL_ADDRESS is empty")
+        content = self._generate_ticket()
+        content_str = json.dumps(content, indent=4)
         self.email_freshdesk_ticket(
-            current_app.config["CONTACT_FORM_EMAIL_ADDRESS"], current_app.config["CONTACT_FORM_DIRECT_EMAIL_TEMPLATE_ID"]
+            current_app.config["CONTACT_FORM_EMAIL_ADDRESS"],
+            current_app.config["CONTACT_FORM_DIRECT_EMAIL_TEMPLATE_ID"],
+            content_str,
         )
 
     def email_freshdesk_ticket_pt_service(self):
         email_address = current_app.config.get("SENSITIVE_SERVICE_EMAIL")
         template_id = current_app.config.get("CONTACT_FORM_SENSITIVE_SERVICE_EMAIL_TEMPLATE_ID")
         if not email_address:
             current_app.logger.error("SENSITIVE_SERVICE_EMAIL not set")
-        self.email_freshdesk_ticket(email_address, template_id)
+        content = self._generate_ticket()
+        # This email will display the form data as a quote block
+        content_str_nice = "\n".join(
+            [
+                f"^**Subject**: {content['subject']}",
+                "^",
+                "^**User-entered info**:",
+                f"^{content['description'].replace('<br>', '\n').replace('\n', '\n^')}",
+                "^",
+                f"^**User's Email**: {content['email']}",
+            ]
+        )
+        self.email_freshdesk_ticket(email_address, template_id, content_str_nice)
 
-    def email_freshdesk_ticket(self, email_address, template_id) -> None:
+    def email_freshdesk_ticket(self, email_address: str, template_id: str, content_str: str) -> None:
         content = self._generate_ticket()
         try:
             template = dao_get_template_by_id(template_id)
@@ -164,11 +180,8 @@ def email_freshdesk_ticket(self, email_address, template_id) -> None:
                 template_version=template.version,
                 recipient=email_address,
                 service=notify_service,
-                # This email will be badly formatted, but this allows us to re-use the
-                # _generate_description fn without having to duplicate all of that logic to get the
-                # description in plain text.
                 personalisation={
-                    "contact_us_content": json.dumps(content, indent=4),
+                    "contact_us_content": content_str,
                 },
                 notification_type=template.template_type,
                 api_key_id=None,

tests/app/clients/test_freshdesk.py

@@ -347,7 +347,7 @@ def test_email_freshdesk_ticket_pt_service_success(self, mocker, notify_api):
                 freshdesk_client = freshdesk.Freshdesk(ContactRequest(email_address="[email protected]"))
                 freshdesk_client.email_freshdesk_ticket_pt_service()
 
-                mock_email_ticket.assert_called_once_with("[email protected]", "template-123")
+                mock_email_ticket.assert_called_once_with("[email protected]", "template-123", mocker.ANY)
 
     def test_email_freshdesk_ticket_pt_service_no_email(self, mocker, notify_api):
         """Test handling when sensitive service email not configured"""
@@ -362,4 +362,4 @@ def test_email_freshdesk_ticket_pt_service_no_email(self, mocker, notify_api):
                 freshdesk_client.email_freshdesk_ticket_pt_service()
 
                 mock_logger.assert_called_once_with("SENSITIVE_SERVICE_EMAIL not set")
-                mock_email_ticket.assert_called_once_with(None, "template-123")
+                mock_email_ticket.assert_called_once_with(None, "template-123", mocker.ANY)