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Patrick Lieu's Avatar

Patrick Lieu

Incorporación 28 may 2021

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Última actividad 28 dic 2023

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Última actividad de Patrick Lieu

Patrick Lieu hizo un comentario,

ComentarioTicket management

Hi Team,

Is there a way to report on tickets in the Deleted Tickets view?

Ver comentario · Editado 21 nov 2022 · Patrick Lieu

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Patrick Lieu hizo un comentario,

ComentarioExplore recipes

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?

Ver comentario · Publicado 29 nov 2021 · Patrick Lieu

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Patrick Lieu hizo un comentario,

Comentario de la comunidad Q&A - Help center and community

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();

Ver comentario · Editado 25 oct 2021 · Patrick Lieu

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Patrick Lieu hizo un comentario,

Comentario de la comunidad Q&A - Help center and community

Christopher Kennedy

Amazing, thank you!

Ver comentario · Publicado 19 oct 2021 · Patrick Lieu

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Patrick Lieu creó una publicación,

Publicación Q&A - Help center and community

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! 

Publicado 02 oct 2021 · Patrick Lieu

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Patrick Lieu hizo un comentario,

Comentario de la comunidad Q&A - AI and automation

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"

Ver comentario · Publicado 22 sept 2021 · Patrick Lieu

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Patrick Lieu hizo un comentario,

Comentario de la comunidad Q&A - AI and automation

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

Ver comentario · Publicado 21 sept 2021 · Patrick Lieu

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Patrick Lieu creó una publicación,

Publicación Q&A - AI and automation

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.

Publicado 21 sept 2021 · Patrick Lieu

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Patrick Lieu hizo un comentario,

Comentario de la comunidad Q&A - Tickets and email

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.

Ver comentario · Publicado 15 sept 2021 · Patrick Lieu

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Patrick Lieu creó una publicación,

Publicación Q&A - Tickets and email

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:



















Logo




{{delimiter}}

{{content}}





{{footer}}


Publicado 15 sept 2021 · Patrick Lieu

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