banned words list
+1 for this.
The ideal for me would be that either any 'banned' words or phrases are tokenised within a chat message or that the message would not be able to be submitted with the end user being presented with a message to state that it was blocked by our profanity filter.
The list itself could be a Zendesk 'standard' list with the ability for clients to add/remove as appropriate.
Ultimately the aim is that our agents aren't exposed to inappropriate language. If we can be proactive in preventing this then we would like to do so!
+1 from me.
My company is also interested in profanity filter.
We need to be able to warn customers about inappropriate behavior; chat message shouldn't be submitted if it's triggered as profanity.
As well we need to have an option to block customer not only by IP address but by email address. Current workaround to ban end-users via triggers in chat is not good enough as we do not have good visibility on the list of banned customers.
Additionally we would like to have an option to be able to block customers for 1 week, 1 month and then 1 year (with 3 warning escalation process). Maybe good idea will be to have added this feature with some pre-defined time frames and custom one, so everyone would be able to adapt it according to their business needs.
+1. This feature is greatly needed
I'll preface by saying that our team has been fundamentally transformed by our adoption of Zendesk on our support team. We love Zendesk overall, but the lack of this single feature has disappointed us tremendously.
My company works with high school students, some of whom find it absolutely hilarious to troll our agents on support chat -- they try to push the envelope and earn "cool points" by saying worse and worse things to our team members, namely racial slurs most recently. As our company (and user base) expands, this issue will only become more frequent.
While I understand that we can block IP addresses and email addresses -- we can't withhold support from an entire school district's email domain, for example, and kids are clever enough to figure out to enter a different email address than their own (making reporting to their teacher or administrator useless and not actionable). Further, those solutions don't solve the problem of preventing our live agents from abuse in the first place. It seems silly and incredibly frustrating that Club Penguin had a banned words list to protect chat users in 2003, but Zendesk doesn't have the option to protect live agents 19 years later.
Anyway, please consider adding this feature. Chat agents have to deal with so much already. Can we at least shield them from being called names at work?
This is something we really need.
Any update for this feature?
We don't want our agents receiving racist comments. There should be a filter of some sort for this.
Just a hashing of those words would be a good solution. And having the person writing this getting some kind of warning.
Like you did for credit card format where you can hide the numbers.
Please update us :)
Hi - We have also experienced instances of inappropriate comments coming into our agents. Has there been any progress in getting a banned word list implemented?
I'm checking in on the progress of this as well. This is much needed.
Thanks for sharing your feedback!
While this isn't an existing feature your post helps provide visibility to other users in the same situation as well as our Product Managers for review.
We appreciate you taking the time to share this with us :)
Thanks for this feedback, Jillian, and I'm sorry your agents are having to experience this.
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