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I was wondering if anyone has attempted to create an automation based on customers using bad/ swear words? We are planning on enforcing a Code of Conduct policy across all incoming ticket sources when a customer uses vulgar, offensive or defamatory language. 

I basically want to create an automation that will flag the ticket as a violation and then respond directly to the customer letting them know this ticket was closed due to the violation and then include a link to our Code of Conduct policy online. Creating the automation seems straight forward, just not sure how to go about creating a list of words that are checked in the subject line and description of the ticket.

Hi,

It would be best to set an automation similar to the below (you may want to also create a separate rule which acts on ticket updates, too). You could add a tag ‘violation’ as part of this automation, or change the ticket type/group etc.

 

You’ll need to copy and paste each word into the section (word 1, word 2 etc) and press enter to add the word. You should be able to find a list of words on Google to copy and paste from. I found one by searching ‘list of swear words for filter’

 

Hope that helps!

Got it, thanks for the advice.

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