When submitting the Contact Us form, the Freshdesk API is used to create the ticket.
If that API call fails, it should fallback to using Notify to send an email to Freshdesk instead. This was the behaviour before moving to the API, and I thought it was kept as a failover mechanism, which we realized MAY not be the case (to be investigated).
Steps to reproduce
Go to the Forms Contact Us page.
Submit a ticket with an email address that has an accent in it (e.g. testé@test.com)
An error will get generated in the #forms-production-events channel.
No email is received in Freshdesk, so no ticket gets created.
If the Freshdesk API fails for any reason, an email should be sent to assistance+forms-formulaires@cds-snc.ca instead via Notify to make sure the ticket is created in Freshdesk.
Additional context
As a side note, it's "normal" that the Freshdesk API fails when submitting an email address with an accented character, as it has the same behaviour when trying to do so front-end. One option could be to remove accents from email addresses before submitting to Freshdesk.
Description
When submitting the Contact Us form, the Freshdesk API is used to create the ticket.
If that API call fails, it should fallback to using Notify to send an email to Freshdesk instead. This was the behaviour before moving to the API, and I thought it was kept as a failover mechanism, which we realized MAY not be the case (to be investigated).
Steps to reproduce
Details
See this Slack thread.
Expected behaviour
If the Freshdesk API fails for any reason, an email should be sent to assistance+forms-formulaires@cds-snc.ca instead via Notify to make sure the ticket is created in Freshdesk.
Additional context
As a side note, it's "normal" that the Freshdesk API fails when submitting an email address with an accented character, as it has the same behaviour when trying to do so front-end. One option could be to remove accents from email addresses before submitting to Freshdesk.