By default, ticket conversations are automatically checked for spelling and grammar, and potential errors in agent replies are flagged. This feature does not include any AI functionality.
Admins and agents in a custom roles with permission to manage ticket settings can deactivate or re-activate the spelling and grammar checker when needed.
This article contains the following sections:
- Activating the spelling and grammar checker for your account
- Deactivating the spelling and grammar checker for your account
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Activating the spelling and grammar checker for your account
When activated, the spelling and grammar checker provides agents with the flexibility to use the checker in their replies. The checker is activated by default.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings. - Click Comment options for agents to expand it.
- Select Turn on spelling and grammar
check.
- Click Save to save your settings.
When activated, agents see suggestions for fixing spelling and grammar errors in their ticket replies. See Checking spelling and grammar in ticket conversations. Agents can also turn on or off the spelling and grammar checker for their own conversions.
Deactivating the spelling and grammar checker for your account
In certain cases, you might not want agents to use the spelling and grammar checker. For example, if you have apps or custom integrations that provide the same functionality.
- In Admin Center, click
Objects and rules in the sidebar, then select Tickets > Settings.
- Click Comment options for agents to expand it.
- Deselect Turn on spelling and grammar
check.
- Click Save.
When the checker is deactivated, agents cannot use the spelling and grammar checker in ticket conversations.