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Patrick Lieu

Entrou em 28 de mai. de 2021

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Última atividade em 28 de dez. de 2023

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Patrick Lieu comentou,

ComentárioTicket management

Hi Team,

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

Exibir comentário · Editado 21 de nov. de 2022 · Patrick Lieu

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Patrick Lieu comentou,

ComentárioExplore 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?

Exibir comentário · Publicado 29 de nov. de 2021 · Patrick Lieu

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Patrick Lieu comentou,

Comentário na comunidade 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();

Exibir comentário · Editado 25 de out. de 2021 · Patrick Lieu

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Patrick Lieu comentou,

Comentário na comunidade Q&A - Help center and community

Christopher Kennedy

Amazing, thank you!

Exibir comentário · Publicado 19 de out. de 2021 · Patrick Lieu

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Patrick Lieu criou uma publicação,

Publicação 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 de out. de 2021 · Patrick Lieu

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Patrick Lieu comentou,

Comentário na comunidade 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"

Exibir comentário · Publicado 22 de set. de 2021 · Patrick Lieu

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Patrick Lieu comentou,

Comentário na comunidade 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

Exibir comentário · Publicado 21 de set. de 2021 · Patrick Lieu

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Patrick Lieu criou uma publicação,

Publicação 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 de set. de 2021 · Patrick Lieu

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Patrick Lieu comentou,

Comentário na comunidade 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.

Exibir comentário · Publicado 15 de set. de 2021 · Patrick Lieu

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Patrick Lieu criou uma publicação,

Publicação 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 de set. de 2021 · Patrick Lieu

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