Jillian Musso

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?