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Feature Request: Prevent agents to submit a ticket if it contains specific words
Posted Feb 08, 2024
Many companies utilize boilerplate responses for handling repetitive questions and queries. These templates often include placeholders such as [PLACEHOLDER] or (XX USD). Unfortunately, there are instances where agents may overlook these placeholders, inadvertently sending incomplete or confusing messages to customers. Consequently, customers may feel frustrated and reach out to the company again for clarification. This not only reflects poorly on the company's customer service but also implies a lack of attention to detail on the part of the agent.
ZenDesk already offers a similar feature for managing attachments, as outlined in their support documentation:
It would greatly benefit us if we could customize this feature with our own list of words to ensure accurate and consistent communication.
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Oleg
Hey Mustafa Saljoki, I created an addon for this exact purpose. Not only you can search for words before sending a ticket, but also use regexep (or wildcards) to search for a pattern of text and by doing so creating powerful validations before sending your response to the user. If Ticket Guardian finds the text, it will stop the ticket submission and warn you about it (you can of course pause it, if you'd like).
Feel free to try it out and I would love your thoughts on it!
https://www.zendesk.com/marketplace/apps/support/1012431/ticket-guardian/?queryID=844e901113a3d780359b3dfde365caa6
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