Quick overview
I would like to request a way for Zendesk Admins to manage a centralized dictionary or glossary that can be deployed across the entire organization. Currently, this affects our Admins/Content Team, who cannot ensure brand consistency, and our agents, who find the tool distracting when it flags correct technical terms or companies/customers names as errors.
Problem this would solve
This would allow for organization-wide consistency in communication by ensuring that specific industry terms and brand names are recognized as correct for every agent instantly. It would increase adoption of this native feature and allow us to move away from third-party alternatives.
Last time we were affected by this lack of functionality; what happened and how often does this problem occur. Impact on our business
We were affected by this since the recent rollout of the new spelling and grammar checker. Because we have no way to pre-load our technical glossary, agents are seeing constant error flags for correct brand-specific terms, which disrupts their workflow. This problem occurs daily and prevents the tool from being a viable replacement for our current paid software, as the manual effort required to "train" the dictionary individually is too high and not reliable.
Current workaround we use to solve this problem
Because agents find the manual dictionary updates tedious and we are not encouraging to create their own dictionaries, they are simply disabling the native tool entirely. Instead, they continue to use a separate paid application that we are currently forced to maintain to ensure our technical terms are correctly handled.
Ideal solution to this problem
I would like to see a "Global Dictionary" setting in the Admin Center closer where we can find the other Writing tools settings. Ideally would be a place where we can upload a CSV file containing our specific glossary of terms. These words should be automatically recognized and pre-approved for all agents across the account without requiring individual manual updates.
Thanks!
Luiza Maués