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Tailor workflows based on customer language. Automatically assign tickets to language-specific groups, create language-based views and reports, and set user language preferences through automations and triggers. Leverage dynamic content for multilingual communication without needing extensive coding.
Knowing your user's language means that you can use that information to determine how to respond to your users and how to move tickets through your workflow. There are a number of ways that a user's language can be set or detected.
Regardless of how the user's language is identified, it is accessible in automations, reports, triggers, and views. You can, for example, assign incoming tickets to specific groups or agents based on language. You can also create views and reports to track tickets by language.
The Requester's language condition allows you to test for a specific language and then act on that information. You also have the option of explicitly setting the user's language with the Set requester's language to action in automations and triggers.
This article contains some examples of how you might use the Requester's language condition and Set requester's language to action to build a workflow based on language.
This article contains the following sections:
Using dynamic content to communicate in multiple languages
Although it's possible to create a multiple language response within the email body of, for example, a trigger using Liquid markup (described in Using Liquid markup), you should instead use dynamic content. One of the advantages of doing so is that language detection is handled automatically: you don't need to write Liquid markup for each of the languages you support.
As described in Using your dynamic content, dynamic content and its language variants can be referenced in many places in Zendesk using a placeholder. In the example in that article, a message describing how end users can reset their passwords is added to a macro by simply adding the placeholder as the text in a macro action. Based on the user's language, the correct language variant of the dynamic content is displayed.
All your content, from the welcome message to automated responses in your business rules, should be managed with dynamic content.
Assigning a ticket to a group or agent based on language
As you receive support tickets in the different languages you support, you can use automations and triggers to automatically route them through your workflow. As an example, imagine that your Zendesk account includes three languages: English as the primary and default language, and French and German. You've structured your organization to support this by creating groups of agents that are fluent in French and German. When you receive support requests in either French or German, you use a trigger to automatically assign those requests to the appropriate group.
This is easily done using the Requester's language condition, which is available in automations, reports, triggers, and views.
In this example, tickets from French language users are automatically assigned to the French support group.
Creating views and reports based on language
The Requester's language condition can also be used to create reports and views based on language.
You can also make the view visible to agents in a specific group.
In this example, the view is only visible to agents in the Italian Support group.
This works the same way in reports: use the Requester's language condition to select tickets in a particular language.
Setting a user's language preference with an automation or trigger
An end user's language can be set using the Set requester's language to action, which is available in automations and triggers. You may want to use this action to set an end user's language in those cases where the source of the support request is not otherwise identified as originating from a specific language. For example, if you use a separate support email address for each of the languages or locales that you support, you can use a trigger to then set the end user's language based on that email address.
In this example, z3nbugulator uses the aide@bugulator.fr email address for its French language users. This email address is forwarded to french@z3nbugulator.zendesk.com, which is the email address used in this trigger.
When a user's language is set via the Set requester's language to action, that event is added to the ticket's events and notifications.