Merge pull request #3334 from alphagov/new-zendesk-form

Use the new Zendesk form for all tickets

app/celery/broadcast_message_tasks.py

@@ -1,6 +1,9 @@
 from datetime import datetime
 
 from flask import current_app
+from notifications_utils.clients.zendesk.zendesk_client import (
+    NotifySupportTicket,
+)
 
 from app import cbc_proxy_client, notify_celery, zendesk_client
 from app.clients.cbc_proxy import CBCProxyRetryableException
@@ -142,11 +145,16 @@ def send_broadcast_event(broadcast_event_id):
             'If this alert is not expected refer to the runbook for instructions.',
             'https://docs.google.com/document/d/1J99yOlfp4nQz6et0w5oJVqi-KywtIXkxrEIyq_g2XUs',
         ])
-        zendesk_client.create_ticket(
+        ticket = NotifySupportTicket(
-            subject="Live broadcast sent",
+            subject='Live broadcast sent',
             message=message,
-            ticket_type=zendesk_client.TYPE_INCIDENT,
+            ticket_type=NotifySupportTicket.TYPE_INCIDENT,
+            technical_ticket=True,
+            org_id=current_app.config['BROADCAST_ORGANISATION_ID'],
+            org_type='central',
+            service_id=str(broadcast_message.service_id)
         )
+        zendesk_client.send_ticket_to_zendesk(ticket)
         current_app.logger.error(message)
 
     for provider in broadcast_event.service.get_available_broadcast_providers():

app/celery/nightly_tasks.py

@@ -2,6 +2,9 @@ from datetime import datetime, timedelta
 
 import pytz
 from flask import current_app
+from notifications_utils.clients.zendesk.zendesk_client import (
+    NotifySupportTicket,
+)
 from sqlalchemy import func
 from sqlalchemy.exc import SQLAlchemyError
 
@@ -179,11 +182,15 @@ def raise_alert_if_letter_notifications_still_sending():
         # Only send alerts in production
         if current_app.config['NOTIFY_ENVIRONMENT'] in ['live', 'production', 'test']:
             message += ". Resolve using https://github.com/alphagov/notifications-manuals/wiki/Support-Runbook#deal-with-letters-still-in-sending"  # noqa
-            zendesk_client.create_ticket(
+
-                subject="[{}] Letters still sending".format(current_app.config['NOTIFY_ENVIRONMENT']),
+            ticket = NotifySupportTicket(
+                subject=f"[{current_app.config['NOTIFY_ENVIRONMENT']}] Letters still sending",
                 message=message,
-                ticket_type=zendesk_client.TYPE_INCIDENT
+                ticket_type=NotifySupportTicket.TYPE_INCIDENT,
+                technical_ticket=True,
+                ticket_categories=['notify_letters']
             )
+            zendesk_client.send_ticket_to_zendesk(ticket)
         else:
             current_app.logger.info(message)
 
@@ -250,11 +257,14 @@ def letter_raise_alert_if_no_ack_file_for_zip():
 
     if len(zip_file_set - ack_file_set) > 0:
         if current_app.config['NOTIFY_ENVIRONMENT'] in ['live', 'production', 'test']:
-            zendesk_client.create_ticket(
+            ticket = NotifySupportTicket(
                 subject="Letter acknowledge error",
                 message=message,
-                ticket_type=zendesk_client.TYPE_INCIDENT
+                ticket_type=NotifySupportTicket.TYPE_INCIDENT,
+                technical_ticket=True,
+                ticket_categories=['notify_letters']
             )
+            zendesk_client.send_ticket_to_zendesk(ticket)
         current_app.logger.error(message)
 
     if len(ack_file_set - zip_file_set) > 0:

app/celery/scheduled_tasks.py

@@ -1,6 +1,9 @@
 from datetime import datetime, timedelta
 
 from flask import current_app
+from notifications_utils.clients.zendesk.zendesk_client import (
+    NotifySupportTicket,
+)
 from sqlalchemy import between
 from sqlalchemy.exc import SQLAlchemyError
 
@@ -214,11 +217,14 @@ def check_if_letters_still_pending_virus_check():
             Notifications: {}""".format(len(letters), sorted(letter_ids))
 
         if current_app.config['NOTIFY_ENVIRONMENT'] in ['live', 'production', 'test']:
-            zendesk_client.create_ticket(
+            ticket = NotifySupportTicket(
-                subject="[{}] Letters still pending virus check".format(current_app.config['NOTIFY_ENVIRONMENT']),
+                subject=f"[{current_app.config['NOTIFY_ENVIRONMENT']}] Letters still pending virus check",
                 message=msg,
-                ticket_type=zendesk_client.TYPE_INCIDENT
+                ticket_type=NotifySupportTicket.TYPE_INCIDENT,
+                technical_ticket=True,
+                ticket_categories=['notify_letters']
             )
+            zendesk_client.send_ticket_to_zendesk(ticket)
             current_app.logger.error(msg)
 
 
@@ -233,11 +239,14 @@ def check_if_letters_still_in_created():
               "#deal-with-Letters-still-in-created.".format(len(letters))
 
         if current_app.config['NOTIFY_ENVIRONMENT'] in ['live', 'production', 'test']:
-            zendesk_client.create_ticket(
+            ticket = NotifySupportTicket(
-                subject="[{}] Letters still in 'created' status".format(current_app.config['NOTIFY_ENVIRONMENT']),
+                subject=f"[{current_app.config['NOTIFY_ENVIRONMENT']}] Letters still in 'created' status",
                 message=msg,
-                ticket_type=zendesk_client.TYPE_INCIDENT
+                ticket_type=NotifySupportTicket.TYPE_INCIDENT,
+                technical_ticket=True,
+                ticket_categories=['notify_letters']
             )
+            zendesk_client.send_ticket_to_zendesk(ticket)
             current_app.logger.error(msg)
 
 
@@ -292,13 +301,13 @@ def check_for_services_with_high_failure_rates_or_sending_to_tv_numbers():
         if current_app.config['NOTIFY_ENVIRONMENT'] in ['live', 'production', 'test']:
             message += ("\nYou can find instructions for this ticket in our manual:\n"
                         "https://github.com/alphagov/notifications-manuals/wiki/Support-Runbook#Deal-with-services-with-high-failure-rates-or-sending-sms-to-tv-numbers")  # noqa
-            zendesk_client.create_ticket(
+            ticket = NotifySupportTicket(
-                subject="[{}] High failure rates for sms spotted for services".format(
+                subject=f"[{current_app.config['NOTIFY_ENVIRONMENT']}] High failure rates for sms spotted for services",
-                    current_app.config['NOTIFY_ENVIRONMENT']
-                ),
                 message=message,
-                ticket_type=zendesk_client.TYPE_INCIDENT
+                ticket_type=NotifySupportTicket.TYPE_INCIDENT,
+                technical_ticket=True
             )
+            zendesk_client.send_ticket_to_zendesk(ticket)
 
 
 @notify_celery.task(name='trigger-link-tests')

requirements-app.txt

@@ -38,7 +38,7 @@ notifications-python-client==6.0.2
 # PaaS
 awscli-cwlogs==1.4.6
 
-git+https://github.com/alphagov/notifications-utils.git@46.0.0#egg=notifications-utils==46.0.0
+git+https://github.com/alphagov/notifications-utils.git@46.1.0#egg=notifications-utils==46.1.0
 
 # gds-metrics requires prometheseus 0.2.0, override that requirement as 0.7.1 brings significant performance gains
 prometheus-client==0.10.1

requirements.txt

@@ -40,7 +40,7 @@ notifications-python-client==6.0.2
 # PaaS
 awscli-cwlogs==1.4.6
 
-git+https://github.com/alphagov/notifications-utils.git@46.0.0#egg=notifications-utils==46.0.0
+git+https://github.com/alphagov/notifications-utils.git@46.1.0#egg=notifications-utils==46.1.0
 
 # gds-metrics requires prometheseus 0.2.0, override that requirement as 0.7.1 brings significant performance gains
 prometheus-client==0.10.1
@@ -51,41 +51,40 @@ alembic==1.6.5
 amqp==1.4.9
 anyjson==0.3.3
 attrs==21.2.0
-awscli==1.20.8
+awscli==1.20.46
 bcrypt==3.2.0
 billiard==3.3.0.23
 bleach==3.3.0
 blinker==1.4
 boto==2.49.0
-boto3==1.18.8
+boto3==1.18.46
-botocore==1.21.8
+botocore==1.21.46
 certifi==2021.5.30
-charset-normalizer==2.0.3
+charset-normalizer==2.0.6
 click==8.0.1
 colorama==0.4.3
 dnspython==1.16.0
 docutils==0.15.2
 flask-redis==0.4.0
 geojson==2.5.0
-govuk-bank-holidays==0.9
+govuk-bank-holidays==0.10
-greenlet==1.1.0
+greenlet==1.1.1
 idna==3.2
 Jinja2==3.0.1
 jmespath==0.10.0
 kombu==3.0.37
-Mako==1.1.4
+Mako==1.1.5
 MarkupSafe==2.0.1
 mistune==0.8.4
 orderedset==2.0.3
 packaging==21.0
-phonenumbers==8.12.28
+phonenumbers==8.12.31
 pyasn1==0.4.8
 pycparser==2.20
 pyparsing==2.4.7
 PyPDF2==1.26.0
 pyrsistent==0.18.0
 python-dateutil==2.8.2
-python-editor==1.0.4
 python-json-logger==2.0.2
 pytz==2021.1
 PyYAML==5.4.1
@@ -98,5 +97,5 @@ six==1.16.0
 smartypants==2.0.1
 soupsieve==2.2.1
 statsd==3.3.0
-urllib3==1.26.6
+urllib3==1.26.7
 webencodings==0.5.1

tests/app/celery/test_broadcast_message_tasks.py

@@ -3,7 +3,11 @@ from unittest.mock import ANY, Mock, call
 
 import pytest
 from celery.exceptions import Retry
+from flask import current_app
 from freezegun import freeze_time
+from notifications_utils.clients.zendesk.zendesk_client import (
+    NotifySupportTicket,
+)
 
 from app.celery.broadcast_message_tasks import (
     BroadcastIntegrityError,
@@ -33,8 +37,10 @@ def test_send_broadcast_event_queues_up_for_active_providers(mocker, notify_api,
     template = create_template(sample_broadcast_service, BROADCAST_TYPE)
     broadcast_message = create_broadcast_message(template, status=BroadcastStatusType.BROADCASTING)
     event = create_broadcast_event(broadcast_message)
-    mock_create_ticket = mocker.patch("app.celery.broadcast_message_tasks.zendesk_client.create_ticket")
+    mock_send_ticket_to_zendesk = mocker.patch(
-
+        'app.celery.broadcast_message_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
     mock_send_broadcast_provider_message = mocker.patch(
         'app.celery.broadcast_message_tasks.send_broadcast_provider_message',
     )
@@ -48,7 +54,7 @@ def test_send_broadcast_event_queues_up_for_active_providers(mocker, notify_api,
     ]
 
     # we're on test env so this isn't called
-    assert mock_create_ticket.called is False
+    assert mock_send_ticket_to_zendesk.called is False
 
 
 def test_send_broadcast_event_only_sends_to_one_provider_if_set_on_service(
@@ -113,22 +119,36 @@ def test_send_broadcast_event_creates_zendesk(
         areas={**area_data, 'simple_polygons': []},
     )
     event = create_broadcast_event(broadcast_message)
-    mock_create_ticket = mocker.patch("app.celery.broadcast_message_tasks.zendesk_client.create_ticket")
+    mock_create_ticket = mocker.spy(NotifySupportTicket, '__init__')
+    mock_send_ticket_to_zendesk = mocker.patch(
+        'app.celery.broadcast_message_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
 
     mocker.patch('app.celery.broadcast_message_tasks.send_broadcast_provider_message')
 
     with set_config(notify_api, 'NOTIFY_ENVIRONMENT', 'live'):
         send_broadcast_event(event.id)
 
-    assert mock_create_ticket.call_count == 1
+    mock_create_ticket.assert_called_once_with(
-    zendesk_args = mock_create_ticket.call_args[1]
+        ANY,
-    assert zendesk_args['ticket_type'] == 'incident'
+        subject='Live broadcast sent',
+        message=ANY,
+        ticket_type='incident',
+        technical_ticket=True,
+        org_id=current_app.config['BROADCAST_ORGANISATION_ID'],
+        org_type='central',
+        service_id=str(sample_broadcast_service.id)
+    )
+    ticket_message = mock_create_ticket.call_args_list[0][1]['message']
 
-    assert str(broadcast_message.id) in zendesk_args['message']
+    assert str(broadcast_message.id) in ticket_message
-    assert 'channel severe' in zendesk_args['message']
+    assert 'channel severe' in ticket_message
-    assert f"areas {expected_message}" in zendesk_args['message']
+    assert f"areas {expected_message}" in ticket_message
     # the start of the content from the broadcast template
-    assert "Dear Sir/Madam" in zendesk_args['message']
+    assert "Dear Sir/Madam" in ticket_message
+
+    mock_send_ticket_to_zendesk.assert_called_once()
 
 
 def test_send_broadcast_event_doesnt_create_zendesk_when_cancelling(mocker, notify_api, sample_broadcast_service):
@@ -140,22 +160,26 @@ def test_send_broadcast_event_doesnt_create_zendesk_when_cancelling(mocker, noti
     )
     create_broadcast_event(broadcast_message, message_type=BroadcastEventMessageType.ALERT)
     cancel_event = create_broadcast_event(broadcast_message, message_type=BroadcastEventMessageType.CANCEL)
-    mock_create_ticket = mocker.patch("app.celery.broadcast_message_tasks.zendesk_client.create_ticket")
+    mock_send_ticket_to_zendesk = mocker.patch(
-
+        'app.celery.broadcast_message_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
     mocker.patch('app.celery.broadcast_message_tasks.send_broadcast_provider_message')
 
     with set_config(notify_api, 'NOTIFY_ENVIRONMENT', 'live'):
         send_broadcast_event(cancel_event.id)
 
-    assert mock_create_ticket.called is False
+    assert mock_send_ticket_to_zendesk.called is False
 
 
 def test_send_broadcast_event_doesnt_create_zendesk_on_staging(mocker, notify_api, sample_broadcast_service):
     template = create_template(sample_broadcast_service, BROADCAST_TYPE)
     broadcast_message = create_broadcast_message(template, status=BroadcastStatusType.BROADCASTING)
     event = create_broadcast_event(broadcast_message)
-    mock_create_ticket = mocker.patch("app.celery.broadcast_message_tasks.zendesk_client.create_ticket")
+    mock_send_ticket_to_zendesk = mocker.patch(
-
+        'app.celery.broadcast_message_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
     mock_send_broadcast_provider_message = mocker.patch(
         'app.celery.broadcast_message_tasks.send_broadcast_provider_message',
     )
@@ -164,7 +188,7 @@ def test_send_broadcast_event_doesnt_create_zendesk_on_staging(mocker, notify_ap
         send_broadcast_event(event.id)
 
     assert mock_send_broadcast_provider_message.apply_async.called is True
-    assert mock_create_ticket.called is False
+    assert mock_send_ticket_to_zendesk.called is False
 
 
 @freeze_time('2020-08-01 12:00')

tests/app/celery/test_nightly_tasks.py

@@ -1,11 +1,13 @@
 from datetime import date, datetime, timedelta
-from unittest.mock import call
+from unittest.mock import ANY, call
 
 import pytest
 import pytz
 from flask import current_app
 from freezegun import freeze_time
-from notifications_utils.clients.zendesk.zendesk_client import ZendeskClient
+from notifications_utils.clients.zendesk.zendesk_client import (
+    NotifySupportTicket,
+)
 
 from app.celery import nightly_tasks
 from app.celery.nightly_tasks import (
@@ -232,34 +234,47 @@ def test_should_call_delete_inbound_sms(notify_api, mocker):
     assert nightly_tasks.delete_inbound_sms_older_than_retention.call_count == 1
 
 
-def test_create_ticket_if_letter_notifications_still_sending(mocker):
+def test_create_ticket_if_letter_notifications_still_sending(notify_api, mocker):
     mock_get_letters = mocker.patch(
         "app.celery.nightly_tasks.get_letter_notifications_still_sending_when_they_shouldnt_be"
     )
 
     mock_get_letters.return_value = 1, date(2018, 1, 15)
-    mock_create_ticket = mocker.patch("app.celery.nightly_tasks.zendesk_client.create_ticket")
+    mock_create_ticket = mocker.spy(NotifySupportTicket, '__init__')
-
+    mock_send_ticket_to_zendesk = mocker.patch(
-    raise_alert_if_letter_notifications_still_sending()
+        'app.celery.nightly_tasks.zendesk_client.send_ticket_to_zendesk',
-
+        autospec=True,
-    mock_create_ticket.assert_called_once_with(
-        subject="[test] Letters still sending",
-        message="There are 1 letters in the 'sending' state from Monday 15 January. Resolve using https://github.com/alphagov/notifications-manuals/wiki/Support-Runbook#deal-with-letters-still-in-sending",  # noqa
-        ticket_type=ZendeskClient.TYPE_INCIDENT
     )
 
+    raise_alert_if_letter_notifications_still_sending()
+    mock_create_ticket.assert_called_once_with(
+        ANY,
+        subject='[test] Letters still sending',
+        message=(
+            "There are 1 letters in the 'sending' state from Monday 15 January. Resolve using "
+            "https://github.com/alphagov/notifications-manuals/wiki/Support-Runbook#deal-with-letters-still-in-sending"
+            ),
+        ticket_type='incident',
+        technical_ticket=True,
+        ticket_categories=['notify_letters']
+    )
+    mock_send_ticket_to_zendesk.assert_called_once()
 
-def test_dont_create_ticket_if_letter_notifications_not_still_sending(mocker):
+
+def test_dont_create_ticket_if_letter_notifications_not_still_sending(notify_api, mocker):
     mock_get_letters = mocker.patch(
         "app.celery.nightly_tasks.get_letter_notifications_still_sending_when_they_shouldnt_be"
     )
 
     mock_get_letters.return_value = 0, None
-    mock_create_ticket = mocker.patch("app.celery.nightly_tasks.zendesk_client.create_ticket")
+    mock_send_ticket_to_zendesk = mocker.patch(
+        "app.celery.nightly_tasks.zendesk_client.send_ticket_to_zendesk",
+        autospec=True
+    )
 
     raise_alert_if_letter_notifications_still_sending()
 
-    mock_create_ticket.assert_not_called()
+    mock_send_ticket_to_zendesk.assert_not_called()
 
 
 @freeze_time("Thursday 17th January 2018 17:00")
@@ -359,7 +374,11 @@ def test_letter_raise_alert_if_no_ack_file_for_zip_does_not_raise_when_files_mat
 @freeze_time('2018-01-11T23:00:00')
 def test_letter_raise_alert_if_ack_files_not_match_zip_list(mocker, notify_db):
     mock_file_list = mocker.patch("app.aws.s3.get_list_of_files_by_suffix", side_effect=mock_s3_get_list_diff)
-    mock_zendesk = mocker.patch("app.celery.nightly_tasks.zendesk_client.create_ticket")
+    mock_create_ticket = mocker.spy(NotifySupportTicket, '__init__')
+    mock_send_ticket_to_zendesk = mocker.patch(
+        'app.celery.nightly_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
 
     letter_raise_alert_if_no_ack_file_for_zip()
 
@@ -372,11 +391,15 @@ def test_letter_raise_alert_if_ack_files_not_match_zip_list(mocker, notify_db):
                                       current_app.config['LETTERS_PDF_BUCKET_NAME'],
                                       datetime.utcnow().strftime('%Y-%m-%d') + '/zips_sent',
                                       current_app.config['DVLA_RESPONSE_BUCKET_NAME'])
-    mock_zendesk.assert_called_once_with(
+    mock_create_ticket.assert_called_once_with(
+        ANY,
         subject="Letter acknowledge error",
         message=message,
-        ticket_type='incident'
+        ticket_type='incident',
+        technical_ticket=True,
+        ticket_categories=['notify_letters']
     )
+    mock_send_ticket_to_zendesk.assert_called_once()
 
 
 @freeze_time('2018-01-11T23:00:00')

tests/app/celery/test_scheduled_tasks.py

@@ -1,10 +1,13 @@
 from collections import namedtuple
 from datetime import datetime, timedelta
 from unittest import mock
-from unittest.mock import call
+from unittest.mock import ANY, call
 
 import pytest
 from freezegun import freeze_time
+from notifications_utils.clients.zendesk.zendesk_client import (
+    NotifySupportTicket,
+)
 
 from app.celery import scheduled_tasks
 from app.celery.scheduled_tasks import (
@@ -364,7 +367,11 @@ def test_check_job_status_task_does_not_raise_error(sample_template):
 @freeze_time("2019-05-30 14:00:00")
 def test_check_if_letters_still_pending_virus_check(mocker, sample_letter_template):
     mock_logger = mocker.patch('app.celery.tasks.current_app.logger.error')
-    mock_create_ticket = mocker.patch('app.celery.nightly_tasks.zendesk_client.create_ticket')
+    mock_create_ticket = mocker.spy(NotifySupportTicket, '__init__')
+    mock_send_ticket_to_zendesk = mocker.patch(
+        'app.celery.scheduled_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
 
     create_notification(template=sample_letter_template,
                         status=NOTIFICATION_PENDING_VIRUS_CHECK,
@@ -391,17 +398,25 @@ def test_check_if_letters_still_pending_virus_check(mocker, sample_letter_templa
             Notifications: {}""".format(id_references)
 
     mock_logger.assert_called_once_with(message)
-    mock_create_ticket.assert_called_with(
+    mock_create_ticket.assert_called_once_with(
-        message=message,
+        ANY,
         subject='[test] Letters still pending virus check',
-        ticket_type='incident'
+        message=message,
+        ticket_type='incident',
+        technical_ticket=True,
+        ticket_categories=['notify_letters']
     )
+    mock_send_ticket_to_zendesk.assert_called_once()
 
 
 @freeze_time("2019-05-30 14:00:00")
 def test_check_if_letters_still_in_created_during_bst(mocker, sample_letter_template):
     mock_logger = mocker.patch('app.celery.tasks.current_app.logger.error')
-    mock_create_ticket = mocker.patch('app.celery.nightly_tasks.zendesk_client.create_ticket')
+    mock_create_ticket = mocker.spy(NotifySupportTicket, '__init__')
+    mock_send_ticket_to_zendesk = mocker.patch(
+        'app.celery.scheduled_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
 
     create_notification(template=sample_letter_template, created_at=datetime(2019, 5, 1, 12, 0))
     create_notification(template=sample_letter_template, created_at=datetime(2019, 5, 29, 16, 29))
@@ -418,16 +433,24 @@ def test_check_if_letters_still_in_created_during_bst(mocker, sample_letter_temp
 
     mock_logger.assert_called_once_with(message)
     mock_create_ticket.assert_called_with(
+        ANY,
         message=message,
         subject="[test] Letters still in 'created' status",
-        ticket_type='incident'
+        ticket_type='incident',
+        technical_ticket=True,
+        ticket_categories=['notify_letters']
     )
+    mock_send_ticket_to_zendesk.assert_called_once()
 
 
 @freeze_time("2019-01-30 14:00:00")
 def test_check_if_letters_still_in_created_during_utc(mocker, sample_letter_template):
     mock_logger = mocker.patch('app.celery.tasks.current_app.logger.error')
-    mock_create_ticket = mocker.patch('app.celery.scheduled_tasks.zendesk_client.create_ticket')
+    mock_create_ticket = mocker.spy(NotifySupportTicket, '__init__')
+    mock_send_ticket_to_zendesk = mocker.patch(
+        'app.celery.scheduled_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
 
     create_notification(template=sample_letter_template, created_at=datetime(2018, 12, 1, 12, 0))
     create_notification(template=sample_letter_template, created_at=datetime(2019, 1, 29, 17, 29))
@@ -443,11 +466,15 @@ def test_check_if_letters_still_in_created_during_utc(mocker, sample_letter_temp
         "https://github.com/alphagov/notifications-manuals/wiki/Support-Runbook#deal-with-Letters-still-in-created."
 
     mock_logger.assert_called_once_with(message)
-    mock_create_ticket.assert_called_with(
+    mock_create_ticket.assert_called_once_with(
+        ANY,
         message=message,
         subject="[test] Letters still in 'created' status",
-        ticket_type='incident'
+        ticket_type='incident',
+        technical_ticket=True,
+        ticket_categories=['notify_letters']
     )
+    mock_send_ticket_to_zendesk.assert_called_once()
 
 
 @pytest.mark.parametrize('offset', (
@@ -582,7 +609,11 @@ def test_check_for_services_with_high_failure_rates_or_sending_to_tv_numbers(
     mocker, notify_db_session, failure_rates, sms_to_tv_numbers, expected_message
 ):
     mock_logger = mocker.patch('app.celery.tasks.current_app.logger.warning')
-    mock_create_ticket = mocker.patch('app.celery.scheduled_tasks.zendesk_client.create_ticket')
+    mock_create_ticket = mocker.spy(NotifySupportTicket, '__init__')
+    mock_send_ticket_to_zendesk = mocker.patch(
+        'app.celery.scheduled_tasks.zendesk_client.send_ticket_to_zendesk',
+        autospec=True,
+    )
     mock_failure_rates = mocker.patch(
         'app.celery.scheduled_tasks.dao_find_services_with_high_failure_rates', return_value=failure_rates
     )
@@ -598,10 +629,13 @@ def test_check_for_services_with_high_failure_rates_or_sending_to_tv_numbers(
     assert mock_sms_to_tv_numbers.called
     mock_logger.assert_called_once_with(expected_message)
     mock_create_ticket.assert_called_with(
+        ANY,
         message=expected_message + zendesk_actions,
         subject="[test] High failure rates for sms spotted for services",
-        ticket_type='incident'
+        ticket_type='incident',
+        technical_ticket=True
     )
+    mock_send_ticket_to_zendesk.assert_called_once()
 
 
 def test_trigger_link_tests_calls_for_all_providers(