Ban/Block Specific Words/Phrases From Article Notes

[sysAdminLiam]

Howdy!

I've looked about for this but unable to find anything that's relevant. I need the ability to ban/exclude/block certain words/phrases when my agents is adding notes to tickets.

For example, when setting a ticket to re-open after a period of time, the agents like putting ... in the text field as their reason. This makes no sense to the next person picking up this ticket.

is there anything I can do to get the above in place?

Thanks,
Liam

[wurzel]

Hi,

train your agents. No technical solution possible

Flo

[sysAdminLiam]

I've tried leading the horse to water, it just wont drink! It's just an annoyance when you see tickets reopen after a month with ... and nothing else.