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Filter profanity / explicit language

  • September 15, 2019
  • 2 replies
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Hi guys,

Recently there has been an increase in online trolling on our Zendesk live chat and our agents have been subject to profanities directed at them. As well as dissatisfied customers swearing via email also.

Is there a way to block profanity through Zendesk? A banned words list where the email / chat will bounce back to the requester? This must be available somewhere!

Cheers

    2 replies

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    • Carsten12
    • September 15, 2019

    Hi Claire

    Unfortunately the only place you can setup content moderation is in Zendesk Guide. As far as i know there isn't anywhere you can add this functionality to either tickets or chat directly.

    In tickets you can set up a trigger that responds to content. You would have to manually update the word list, but you can have the trigger autorespond to the requester saying something like "we have marked your ticket as solved due to profanity" and take whatever action you'd like on the ticket. 

    With chat i guess you can set up something similar, though i haven't tried this myself.

    A
    • Andrew42
    • September 16, 2019

    Hello Claire,

    You can use business rules to handle this in email.

    Create a trigger like 'Comment contains any of the following words' and your problem word list.

    Then actions to suit... assign to a moderator, or tag the ticket, send a message to the user etc.

    I'm not sure if the similar may be available using chat rules... possibly.

    Hope this helps.

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