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Prevent Ticket from Sending if Typos Detected

  • June 12, 2018
  • 5 replies
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Andrew55

Does anyone know if it is possible to present a warning or popup when an agent clicks Send if a grammar/spell checker detects any typos in the reply?

I've seen too many responses that include typos that could have been avoided if the agent reread the ticket before sending it, but some don't make or have the time to review their answer. We are already using Grammarly, which has helped but it still relies on the agent to click on the icon in the bottom right corner of the text window to proofread the message. If the agent doesn't take the opportunity to review his or her response to see if there are any error before sending the response, the errors will remain.

No doubt it is the agent's responsibility to write replies properly, but mistakes happen, and I am curious if there is something available that can prevent that some mistakes from slipping through.

TLDR; We use Grammarly and Google Chrome. Errors continue to slip through even when the errors are highlighted. I am looking for a tool, plugin, option, or extension that prevents the message from being sent if an error is detected.

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    5 replies

    Nicole17
    • Nicole17
    • June 12, 2018

    Hi Andrew, 

    There's no native functionality around that, but it sounds like a great idea for an app for a developer to build. 

    T
    • Tara12
    • June 13, 2018

    Do you use Chrome as a browser? It has a built in spell check which highlights incorrect words when typing in the reply box.

    Andrew55
    • Andrew55
    • Author
    • June 13, 2018

    @Nicole, thanks for letting me know that there's no native functionality at this time.

    @Tara, we use Google Chrome and Grammarly. My goal is to prevent the ticket from sending if a typo is detected. My experience has demonstrated that too many errors continue to slip through even when the spell check tool highlights the errors in the reply box.

    Regarding Google Chrome's spell check, I've found that it highlights single words if they are misspelled but does not correct grammatical errors. I have seen some awful errors slip by when we were relying on Google Chrome's spell check. Grammarly checks spelling and grammar, but the agent must still click on the icon in the bottom right corner of the reply box to see what the grammatical errors are.

    I am searching for something that prevents the agent from sending the message if an error is detected. The agent would receive a pop-up notification or the Submit button would be colored differently to highlight that errors are present. Of course, the agent would have the ability to override the warning and send the message. The difference is that the agent would make an active decision to ignore the errors as opposed to the current system, which relies on the agent going out of their way to see what errors, if any, are present.

    T
    • Tara12
    • June 13, 2018

    Ah indeed yes, great idea.

    A
    • Asaf14
    • October 7, 2019

    I created software detecting high probability typos and would love to integrate it to Zendesk. It is currently integrated as a tool for Wikipedia and helped fixing thousands of typos: https://en.wikipedia.org/wiki/Wikipedia:Correct_typos_in_one_click

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