Checking spelling and grammar in ticket conversations

<body>
<p id="docs-hc-snippet" style="display: none;">Whenactivated by an admin, agents can check the spelling and grammar in their ticket replies before sending them out to customers. This check helps to provide the most accurate and professional conversations possible. This feature does not include any AI functionality.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can check spelling and grammar in ticket replies to ensure professional communication. Errors are flagged with suggestions you can accept or ignore. You can proofread multiple errors at once and customize settings like language, auto-correct, and style guide preferences. The checker can be turned on or off per conversation or account-wide, helping maintain clear and accurate customer support messages.</p>
</div>

<div class="body">

<p class="p" dir="ltr">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10351300821402" target="_blank">activated by an admin</a>, agents can check the spelling
and grammar in their ticket replies before sending them out to customers. This check helps to
provide the most accurate and professional conversations possible. This feature does not
include any AI functionality.</p>
<p class="p">This article contains these topics: </p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li" dir="ltr"><a class="xref" href="#topic_gtw_j1h_rmb">About spelling and grammar in ticket conversations</a></li>
<li class="li"><a class="xref" href="#topic_q5k_m5z_c3c">Fixing a spelling error</a></li>
<li class="li"><a class="xref" href="#topic_j23_q5z_c3c">Fixing a grammar error</a></li>
<li class="li"><a class="xref" href="#topic_pct_rf1_d3c">Proofreading for multiple errors at once</a></li>
<li class="li"><a class="xref" href="#topic_ivy_yh1_d3c">Changing spelling and grammar settings</a></li>
<li class="li"><a class="xref" href="#topic_p1m_1k1_d3c">Turning on and off spelling and grammar checking</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic-1__ul_l1f_fcm_tkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827107226" target="_blank">Documentation resources for the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831849882" target="_blank">Composing messages in the Zendesk Agent Workspace</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_gtw_j1h_rmb">
<h2 class="title topictitle2" id="ariaid-title2">About spelling and grammar in ticket conversations</h2>
<div class="body">
<p class="p">When you write a response in the ticket composer, the spelling and grammar checker
automatically flags potential errors. Spelling issues are underlined in red and grammar
issues are underlined in blue. </p>
<p class="p"><img class="image img-screenshot" id="topic_gtw_j1h_rmb__image_i53_b5z_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_grammar_mistakes.png" width="600"></p>
<div class="note note">
<span class="notetitle">Note:</span> The little red dot in the ticket composer shows that the checker is activated. If your
reply doesn’t have any errors, the dot is green. </div>
<p class="p">When you click an underlined word or phrase, the checker provides suggestions for updating
the text. You can accept or reject the suggestion. See <a class="xref" href="#topic_q5k_m5z_c3c">Fixing a spelling error</a> and <a class="xref" href="#topic_j23_q5z_c3c">Fixing a grammar error</a> for more information. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_q5k_m5z_c3c">
<h2 class="title topictitle2" id="ariaid-title3">Fixing a spelling error</h2>
<div class="body">
<p class="p">The spelling checker automatically flags potential spelling errors in the ticket
composer.</p>
<p class="p"><strong class="ph b">To fix a spelling error</strong></p>
<ol class="ol" id="topic_q5k_m5z_c3c__ol_ql2_y5z_c3c">
<li class="li">In a ticket, click the underlined word in the ticket composer.<p class="p">A Spelling menu appears
with a list of possible corrections. </p>
</li>
<li class="li">Select the correct spelling from the menu. <p class="p"><img class="image img-screenshot" id="topic_q5k_m5z_c3c__image_gfz_2vz_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_grammar_mistakes.png" width="600"></p>
<p class="p">Your reply is
updated with the correct spelling. </p>
</li>
<li class="li">If you don’t agree with the spelling suggestions, you can:<ul class="ul" id="topic_q5k_m5z_c3c__ul_n5c_pwz_c3c">
<li class="li">Click the <strong class="ph b">Ignore all</strong> icon (<img class="image" id="topic_q5k_m5z_c3c__image_xys_zwz_c3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_spelling_ignore.png" width="16">) to prevent the spelling checker from flagging
other instances of this word in your reply.</li>
</ul>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_j23_q5z_c3c">
<h2 class="title topictitle2" id="ariaid-title4">Fixing a grammar error</h2>
<div class="body">
<p class="p">The grammar checker automatically flags potential grammar errors in the ticket composer.
Potential errors are underlined in blue.</p>
<p class="p"><strong class="ph b">To fix a grammar error</strong></p>
<ol class="ol" id="topic_j23_q5z_c3c__ol_e1m_df1_d3c">
<li class="li">In a ticket, click the underlined word or phrase in the ticket composer.<p class="p">A Grammar
menu appears with a description of the error and suggestions to fix it.</p>
</li>
<li class="li">Select the correct update from the menu.<p class="p"><img class="image img-screenshot" id="topic_j23_q5z_c3c__image_udm_mf1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_grammar_fix.png" width="600"></p>
<p class="p">Your reply is
updated with the correct grammar. </p>
</li>
<li class="li">If you don’t agree with the grammar suggestions, click <strong class="ph b">Ignore all</strong> to prevent the
grammar checker from flagging other instances of the word or phrase in your reply.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_pct_rf1_d3c">
<h2 class="title topictitle2" id="ariaid-title5">Proofreading for multiple errors at once</h2>
<div class="body">
<p class="p">In addition to searching for errors one at a time and fixing them, you can proofread your
reply by quickly paging through multiple errors. Proofreading is especially helpful when you
have a long list of suggestions to check. </p>
<p class="p"><strong class="ph b">To proofread multiple errors</strong></p>
<ol class="ol" id="topic_pct_rf1_d3c__ol_ky1_cg1_d3c">
<li class="li" dir="ltr">In a ticket, click the red dot in the ticket composer.<p class="p">A context menu
appears showing the total number of possible errors in your reply.</p>
<p class="p"><img class="image img-screenshot" id="topic_pct_rf1_d3c__image_zzr_jg1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_dot_menu_proofread.png" width="150"></p>
</li>
<li class="li">Click the <strong class="ph b">Proofread in dialog</strong> icon (<img class="image" id="topic_pct_rf1_d3c__image_qfj_p2d_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_spelling_proofread.png" width="16">) . <p class="p">A proofreading dialog appears showing the
first suggestion. </p>
<p class="p"><img class="image img-screenshot" id="topic_pct_rf1_d3c__image_rnt_tg1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_proofread_dialog.png" width="300"></p>
</li>
<li class="li">Click the forward (&gt;) and back (&lt;) arrows at the bottom of the dialog to quickly page
through the suggestions and fix the errors.</li>
<li class="li">To see more than one suggestion at a time, click <strong class="ph b">Show more</strong>. <p class="p">A list of
suggestions appears. </p>
<p class="p"><img class="image img-screenshot" id="topic_pct_rf1_d3c__image_tqd_kh1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_proofread_dialog_show_more_short.png" width="300"></p>
</li>
<li class="li">Click each suggestion to expand it and fix the error.</li>
<li class="li">When you're done making changes, close the dialog. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ivy_yh1_d3c">
<h2 class="title topictitle2" id="ariaid-title6">Changing spelling and grammar settings</h2>
<div class="body">
<p class="p" dir="ltr">You can adjust the settings for the spelling and grammar checker to personalize
your experience. Settings include these options:</p>
<p class="p">General settings</p>
<ul class="ul" id="topic_ivy_yh1_d3c__ul_mly_c31_d3c">
<li class="li" dir="ltr">Select the language you want to check. The checker supports <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821324826#h_01H8Y4XESK886V2SA6E12WAZZ7" target="_blank">all available languages</a> for an agent except Thai
and Traditional Chinese.</li>
<li class="li" dir="ltr">Turn the spelling check on or off. </li>
<li class="li" dir="ltr">Turn the grammar check on or off</li>
<li class="li" dir="ltr">Turn the style guide on or off. <p class="p">The style guide flags issues with
inappropriate language such as non-inclusive phrases and profanity. For
example:</p>
<p class="p"><img class="image img-screenshot" id="topic_ivy_yh1_d3c__image_u1t_mgd_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_style_guide.png" width="600"></p>
</li>
<li class="li" dir="ltr">Allow the spelling checker to automatically correct your spelling as you
type.</li>
</ul>
<p class="p" dir="ltr">Ignore options: These are items you can configure the checker to overlook. </p>
<ul class="ul" id="topic_ivy_yh1_d3c__ul_nly_c31_d3c">
<li class="li" dir="ltr">Words in all caps</li>
<li class="li" dir="ltr">Domain names</li>
<li class="li" dir="ltr">Words with mixed-case</li>
<li class="li" dir="ltr">Words with numbers</li>
</ul>
<p class="p"><strong class="ph b">To change spelling and grammar settings</strong></p>
<ol class="ol" id="topic_ivy_yh1_d3c__ol_ifl_g31_d3c">
<li class="li">Hold your mouse over the red dot in the ticket composer, then click the settings icon
(<img class="image" id="topic_ivy_yh1_d3c__image_cjz_331_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">).<p class="p"><img class="image img-screenshot" id="topic_ivy_yh1_d3c__image_jgv_l31_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_dot_menu_settings.png" width="100"></p>
<p class="p">A list of
settings for the spelling and grammar checker appears. </p>
<p class="p"><img class="image img-screenshot" id="topic_ivy_yh1_d3c__image_fsy_431_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_grammar_settings.png" width="300"></p>
</li>
<li class="li">Click the selector next to a setting to turn it on or off.<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_ivy_yh1_d3c__simpletable_bsb_qj1_d3c" summary="">
<col style="width:50%">
<col style="width:50%">
<thead>
<tr class="sthead">
<th class="stentry" id="d52e338" style="vertical-align:bottom;text-align:left;">Setting is on</th>
<th class="stentry" id="d52e341" style="vertical-align:bottom;text-align:left;">Setting is off</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d52e338" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ivy_yh1_d3c__image_twt_rj1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_setting_on.png" width="35"></td>
<td class="stentry" headers="d52e341" style="vertical-align:top;"><img class="image img-screenshot" id="topic_ivy_yh1_d3c__image_iwq_vj1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_setting_off.png" width="35"></td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">When you’ve finished changing settings, click <strong class="ph b">x</strong> to close the Settings. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_p1m_1k1_d3c">
<h2 class="title topictitle2" id="ariaid-title7">Turning on and off spelling and grammar checking</h2>
<div class="body">
<p class="p" dir="ltr">Spelling and grammar checking are on by default in the ticket composer. Agents
can control spelling and grammar checking for their own conversions. Admins also have an
account-wide setting to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10351300821402" target="_blank">activate or deactivate</a> this feature. </p>
<p class="p" dir="ltr">When spelling and grammar checking is turned on, you’ll see a small red dot in
the ticket composer. When checking is turned off, the red dot turns to gray. </p>
<p class="p"><img class="image img-screenshot" id="topic_p1m_1k1_d3c__image_xds_2k1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_grammar_mistakes.png" width="600"></p>
<p class="p"><strong class="ph b">To turn off the spelling and grammar checker</strong></p>
<ol class="ol" id="topic_p1m_1k1_d3c__ol_jlb_mk1_d3c">
<li class="li">Hold your mouse over the red dot in the ticket composer to see a context menu with
tooltips.</li>
<li class="li">Click the <strong class="ph b">Disable</strong> icon (<img class="image" id="topic_p1m_1k1_d3c__image_clb_nyb_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_spelling_power_button.png" width="16">) to turn off the spelling and grammar checker.
<p class="p"><img class="image img-screenshot" id="topic_p1m_1k1_d3c__image_k1k_rk1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_dot_menu_disable.png" width="100"></p>
</li>
<li class="li">To turn the spelling and grammar checker back on, click the <strong class="ph b">Enable</strong> icon (<img class="image" id="topic_p1m_1k1_d3c__image_djz_tyb_23c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_uc_spelling_power_button.png" width="16">). <p class="p"><img class="image img-screenshot" id="topic_p1m_1k1_d3c__image_j3n_5xf_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_dot_menu_enable.png" width="60"></p>
</li>
</ol>
<div class="note tip">
<span class="tiptitle">Tip:</span> You can also turn the checker on and off by clicking the options menu icon (
<img class="image" id="topic_p1m_1k1_d3c__image_i4m_zk1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options_vert2.png" width="16">) at the bottom of the Spelling and Grammar menus. </div>
<p class="p"><img class="image img-screenshot" id="topic_p1m_1k1_d3c__image_aqn_cl1_d3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_spelling_grammar_options_menu.png" width="300"></p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10236506512538-Checking-spelling-and-grammar-in-ticket-conversations",
"url": "https://support.zendesk.com/hc/en-us/articles/10236506512538-Checking-spelling-and-grammar-in-ticket-conversations",
"headline": "Checking spelling and grammar in ticket conversations",
"description": "You can check and correct spelling and grammar errors in ticket replies using an integrated checker that highlights issues and offers suggestions for updates before sending.",
"articleSection": "Ticket basics",
"datePublished": "2026-01-29T17:54:24+00:00",
"dateModified": "2026-06-04T15:23:46.385784+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10236506512538-Checking-spelling-and-grammar-in-ticket-conversations"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"url": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"url": "https://support.zendesk.com/hc/en-us"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk"
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>