Grammarly Zendesk Integration

26 Comments

  • Christian Colding
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    Hi Brian,

    I am not familiar with the Grammarly API. Could you tell me a bit more about what it is and what you are trying to do with it?

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  • Craig Davis
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    Online proofreading tool that checks text for grammar, punctuation, and style, and features a contextual spelling checker and plagiarism detector.

     

    i think this would be really useful to integrate into the any text editor such as ticket replies and help center articles and the like.

     

    I haven't personally used it but the impression I get from Brian is that it dynamically loads on each page and should simply work. 

     

    This is all made humorous by the fact that they are a customer of yours. 

    https://support.grammarly.com/hc/en-us/categories/200309017-General-Information

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  • Christian Colding
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    Hi Brian (and Craig),

    I wouldn't know why it wouldn't work on your Help Center. Have you tried reaching out to Grammerly?

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  • Brian Prince
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    I'm the customer. I wouldn't reach out to them- you should... right? I was bringing it to your attention so that you could reach out to the person in charge of your webpage or to Grammerly. It works on literally every page I've visited except Zendesk. And everything that Craig said is spot-on!

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  • Jason Littrell
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    It looks like Grammarly may have recently gotten their extensions to work with Zendesk's rich text editor in the Help Center. It's correcting as I type this. It isn't working for the rich text editor in the agent interface, though, but the markdown editor is fine. Hopefully, they get the rich text editor working there, as well, or develop a Zendesk app.

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  • Michael Sabani
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    It worked for me for approximately 30 minutes on the Agent interface, and now stopped working. Would love this as it would be so helpful for our agents.

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  • Matthew
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    this use to work on Zendesk agent view but since the UI update it hasn't worked. 

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  • Lee Reichardt
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    Brian, I'm not sure why Zendesk would reach on your behalf. Grammarly has an extension you use, and if that doesn't work, that isn't Zendesk's issue, that is Grammarly's issue to get it to work.

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  • Mike Schwarz
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    Hey Lee - I do agree with Brian, this is probably a ZenDesk tech item to look into; for closed environments, you may need to do some sort of API integration to make it work 100%.  I can tell you a lot of ZenDesk customers will be very happy when this if sorted out!  Grammarly is growing like STINK (8M installs and growing fast), just securing a massive round of financing, and crushes traditional spell checking.

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  • Lee Reichardt
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    Hi Mike

     

    It's not Zendesk at all though. That's like saying an iPhone or Android app doesn't work properly on the phone, so I'm going to call Apple or Google. It's simply not how it works. Grammarly is building a product with, as you say, a massive round of funding, therefore, it's their job to make this product work with the things their users use.  I had an issue where Grammarly was breaking a site, why would I ask that site to fix the problem? Instead, I email Grammarly, they put it on their radar, and it was fixed shortly after.

     

    In other notes, I would be careful about using Grammarly with sensitive information as everything you type, does get stored on their servers in a format where their proof-readers can read it. Not exactly secure.

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  • Patrick Teas
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    Grammarly has told me today in a support ticket that they are aware of the problem. The Zendesk Rich Text Editor is currently not supported by Grammarly, but they are working with Zendesk to resolve the limitation.

    In the meantime, they indicated that the plain text editor in Zendesk does work with Grammarly.

    It's also interesting to note that Grammarly uses Zendesk for their ticketing system, so this may help boost the priority of the issue.

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  • Dan Ross
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    +1 We'd very much like support for this extension as well. 

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  • Patrick Teas
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    Hey folks,

    Grammarly started working for me in the Zendesk UI yesterday.

    Is it working for everyone now?

    Thanks Zendesk and Grammarly!!

     

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  • Nick Wurm
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    Yeah, appears to be working for me now.

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  • Faust Belarmino
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    Has anyone had any issues with Grammarly since the last comment on August 22?

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  • Gargee Agrawal
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    Thank you Patrick.

    I am unable to integrate it with Zendesk Chat window.

    It is working fine with the home page for Zendesk emails and others but not on the chat.

     

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  • Hunter Tourte
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    Would it be beneficial to build an app in ZD that integrates to Grammarly's API?

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  • Faust Belarmino
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    I've contacted Zendesk and Grammarly about this issue. We experience it when we have the Grammarly extension enabled on the browser. 


    Here's the most recent email I sent to Grammarly:

    "These issues have been: mouse randomly moving around the screen, lag in typing, lag in deleting text, lag in opening and viewing tickets, etc. Everyone has experienced at least one issue and that affects 40+ people. This greatly reduces our team's efficiency and productivity and defeats Grammarly's purpose. We're having to make A LOT more edits and changes in our text because of it.

    We've done all the necessary checks on our end (clear cache and cookies, restart computer, restart browser, reinstall extension, etc. etc.. None of it has helped in resolving the issue. I contacted Zendesk Support and they explained that they can't do anything on their end. They explained that the issue is on the Grammarly side since it's all related to the extension. If we uninstall the extensions then the issues stop. However, when we re-install the extension, all the problems occur. Zendesk said they've had multiple issues about this and that your team should be aware of it. I'd like to send our issues and follow up on how soon this could potentially be resolved.

    Below are a few of the reported problems we've received.
    Report 1
    With Grammarly enabled, there is a lot of lag when trying to type an email in Zendesk. Not 100% of the time, but lately, it causes a delay from when I type to when it appears on the screen.

    Report 2
    Since I have enabled the Grammarly extension, I have experienced overall slowness within ZD. It takes forever for a ticket to pull up and when I solve a ticket, there is a lag. As a result, I feel like it affects the speed of my browser. Whenever I am typing really fast, there is a lag in the letters showing up. I also get a lag when deleting letters. I get why we need to have grammarly enabled, but it is quite the inconvenience. :/

    Report 3
    When I am typing and delete some text, it sometimes skips around. It'll jump to other parts of the sentence and delete there instead of where I was originally deleting from. Kind of annoying.

    Report 4
    When I get typing quickly, the system will get stuck and type a bunch of my letters multiple times. So, it will look something like" ttthhhiiiss". Then I will go to delete and it will just sit there for a bit and then finally delete. It's super annoying, especially when I'm on a call. I just have to sit there and wait for it to stop.

    Report 5
    ZD sporadically lags (typing is way behind, takes forever to create a new ticket, solve a ticket, etc.)

    Reports 6:
    The mouse cursor moves around the screen sporadically."


    Grammarly's Reply:
    "
    Please rest assured that the technical team is aware of these problems and they are currently working on it.

    Unfortunately, this will not be a quick fix and I cannot provide you with an estimated timeframe, as the developers will need some time to analyze the cause of this issue.

    I’m going to close this case, but if you have more information regarding this issue, please reply to this email and the case will be re-opened for further investigation. We apologize for any inconvenience."


    So they're aware of it but WHO KNOWS when and if it'll be fixed....

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  • David Laulainen
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    We also have the same integration issue. Grammarly extension for Chrome works fine on all other websites, except Zendesk. Faust's report above is similar to our experience.

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  • Jonathan Coleman
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    Same here....

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  • Nicole - Community Manager
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    Hey Jonathan -

    I am sorry to hear that you're having these troubles. These are known issues, and ones that have to be dealt with on Grammarly's side. Sorry there's not more we can do to help!

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  • McCabe Tonna
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    I'm testing out Grammarly out for my team and it appears to be working just fine.

    I also saw on another thread there was an issue where Internal notes would turn white so agents couldn't decipher public from internal, but that seems to be working now too. 

     

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  • Dan Ross
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    In our experience, it's been a game of Whac-a-mole with Grammarly. We've contacted them about issues with Zendesk before and a few times they were fixed, for a short time. The plugin seems to be inconsistent and works one week, but not the next.

    In most cases, the symptom is major slowdown in the rendering of typed text into the comment box. 

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  • McCabe Tonna
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    @Dan

    That makes perfect sense; as I can see that definitely being an issue. 

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  • Nick Wurm
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    Anyone else experiencing the issue where after you exit the Grammarly pop up editor all of a sudden your comment is duplicated in the Zendesk ticket description field?

    It doesn't happen all the time but it's annoying when it does, and if you don't' catch it, you end up sending the same message twice.

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  • Dan Ross
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    I haven't had reports of that specific issue before Nick, but ultimately, the issue lies with Grammarly and Zendesk, there isn't a workaround users can do to make it work.

    It's a great plugin, but it's quite unreliable with Zendesk. It does work with all the other sites we use, but I would personally advise against using it until it becomes more stable unless you're prepared to deal with occasional headaches. 

    IMO, The best chance of having Grammarly fix the issue would be to contact their support teams with examples of the issues you're having. 

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