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Create detailed ZenDesk tickets from Get Help submissions#2174

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allanlasser merged 6 commits into
release/get-helpfrom
allanlasser/issue2158
May 19, 2026
Merged

Create detailed ZenDesk tickets from Get Help submissions#2174
allanlasser merged 6 commits into
release/get-helpfrom
allanlasser/issue2158

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@allanlasser allanlasser commented May 13, 2026

Closes #2158

  • Adds more detail to tickets generated from Get Help:
    • new subject line format: [Category] Problem @username
    • links to user and organization on MuckRock Requests
  • Bypasses FlaggedTask when submitting GetHelp forms
  • Cleans and validates GetHelp submission using a GetHelpForm class
  • Refactors ZenDesk logic out from Task and FlaggedTask, into core/utils.py

Testing steps

  1. In the preview deployment, update the env vars so that USE_ZENDESK is true and use ZenDesk credentials from production.
  2. In the preview deployment, submit a Get Help form on a request.
  3. Check in ZenDesk that the ticket was created correctly (will need to collaborate with @adriensalz on this).

@allanlasser allanlasser linked an issue May 13, 2026 that may be closed by this pull request
@duckduckgrayduck duckduckgrayduck temporarily deployed to muckrock-pip-allanlasse-rordnn May 13, 2026 20:32 Inactive
@allanlasser allanlasser marked this pull request as ready for review May 13, 2026 20:37
@allanlasser allanlasser temporarily deployed to muckrock-pip-allanlasse-ebhdg1 May 13, 2026 20:58 Inactive
@allanlasser allanlasser temporarily deployed to muckrock-pip-allanlasse-ebhdg1 May 14, 2026 15:13 Inactive
@allanlasser allanlasser temporarily deployed to muckrock-pip-allanlasse-ebhdg1 May 14, 2026 15:54 Inactive
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allanlasser commented May 14, 2026

✅ Test steps are all passing. We're successfully generating tickets with additional context.

@allanlasser allanlasser merged commit 9a3204d into release/get-help May 19, 2026
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Include more user detail in generated Zendesk tickets

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