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Patrick Lieu
Joined May 28, 2021
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Last activity Dec 28, 2023
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Latest activity by Patrick Lieu
Patrick Lieu commented,
Hi Team,
Is there a way to report on tickets in the Deleted Tickets view?
View comment · Edited Nov 21, 2022 · Patrick Lieu
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Patrick Lieu commented,
This is great Nhia!
I'm just having issues with the below step:
13. In the Filters panel, add the First public reply agent attribute and configure this to exclude NULL.
I'm running into the below error:
Any idea on how to fix this or how to edit the query in such a way that it doesn't pull up every single updater's name in our database?
View comment · Posted Nov 29, 2021 · Patrick Lieu
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Patrick Lieu commented,
Ifra Saqlain - thank you this is great!
Could I confirm this is how would we do this for multiple forms?
var tagsToRemove = ['FORM1ID', 'FROM2ID']; //special form ID
function removeTagsWeDontWant() {
$('.nesty-panel').on('DOMNodeInserted', function(e){
for(var i in tagsToRemove) {
$('li#' + tagsToRemove[i]).remove();
}
});
};
removeTagsWeDontWant();
View comment · Edited Oct 25, 2021 · Patrick Lieu
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Patrick Lieu commented,
Christopher Kennedy,
Amazing, thank you!
View comment · Posted Oct 19, 2021 · Patrick Lieu
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Patrick Lieu created a post,
Hi All!
I'm surprised no one has asked this before - a simple request with what I assume to be a complicated solution.
Scenario: An end user would like to update their email address, and we would like the end-user to enter their new email address twice (two separate custom fields) - this is to reduce the possibility of entry errors.
Problem: Is there a way to validate that the two custom fields match exactly?
I assume this could be coded through either JSscript or by setting regex validation in the second custom field.
Any and all help would be appreciated!
Posted Oct 02, 2021 · Patrick Lieu
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Patrick Lieu commented,
Awesome, thanks for confirmation Abraham!
Given that automations fire immediately one after another, would the scenario you've described even be possible? Regardless, I'll set up a failsafe trigger as per your recomendation:
Comment is Public
Ticket is Updated
tag is "notification_trigger"
- remove tag "notification_trigger"
View comment · Posted Sep 22, 2021 · Patrick Lieu
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Patrick Lieu commented,
Did a bit of brainstorming - would the below work?
(Obviously, I'd set additional conditions so that there isn't any conflict with existing bump automations)
Automation 1
ticket status is pending
hours since pending > 3 days
- add tags: "notification_trigger"
- send notification email to requester
- change ticket status to open
Automation 2
ticket status is open
tag contains: "notification_trigger"
- remove tag notification trigger
- change ticket status to pending
View comment · Posted Sep 21, 2021 · Patrick Lieu
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Patrick Lieu created a post,
Hi All,
I'd like to know what would be the best automation/notification configuration to simply notify a requester of a pending ticket every N days.
I understand that this was answered in a similar post here (posted in 2017) - unfortunately no feedback as to whether this worked.
Just wanting to check if there was a more elegant solution than setting up 2 automations and 2 triggers. Theoretically I'd like this to run perpetually until the ticket is reopened by the requester's reply or by another automation.
Posted Sep 21, 2021 · Patrick Lieu
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Patrick Lieu commented,
Hi Dave,
Thanks for the suggestion - I've managed to resolve this myself.
The image i was referencing was simply too large and outlook doesn't recognice 'height = 100px'.
Thank you for your support, you can close the ticket.
View comment · Posted Sep 15, 2021 · Patrick Lieu
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Patrick Lieu created a post,
Hi All,
A question to the HTML coding experts out there.
I'm currently trying to code our email template to insert our business' logo/banner at the top of each of email. I've managed to display this successfully across web based email platforms (ie viewing the email through a web browser), but unfortunately I'm now stuck as the logo/banner image appears way too large when viewing the email through outlook/other emailing apps.
Understand that there are already some exellent resourceswhich helped along the way:
https://support.zendesk.com/hc/en-us/articles/203663236-Customizing-your-templates-for-email-notifications#topic_ucy_3vc_x3
but unfortunately don't address the issue I'm encountering at the moment.
Any and all help would be appreciated!
For reference, this is the current code I have:
<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd">
<html>
<head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8" />
<style type="text/css">
table td {
border-collapse: collapse;
}
{{styles}}
.bordered {
width: 95%;
padding: 10px;
border: 5px solid #C5C4C0;
}
</style>
</head>
<div class="bordered">
<body {{attributes}} style="width: 100%!important; margin: 0; padding: 0;">
<div>
<table style= background-color:#FFB81C;width:100%>
<tbody>
<tr>
<td style="text-align:center" align="center" valign="middle">
<img src="LOGO.png" alt="Logo" style=height: 100px;>
</td>
</tr>
</tbody>
</table>
</div>
<div style="padding: 10px; line-height: 1.5; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color:#444444;">
<div style="color: #FFFFFF;">{{delimiter}}</div>
{{content}}
</div>
</body>
</div>
<div style="padding: 10px; line-height: 1.5; font-family: 'Lucida Grande',Verdana,Arial,sans-serif; font-size: 12px; color: #FFFFFF">
{{footer}}
</div>
</html>
Posted Sep 15, 2021 · Patrick Lieu
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