Can incoming tickets automatically be translated into my preferred language in Support?

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7 Comments

  • Bryan Matias

    I tested Translate.com, which works great but requires that an agent opens the ticket first before the app can begin translating the message.

    Does anyone have a recommendation that translates any incoming tickets regardless of if the ticket was opened or not?

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  • Nicole Ferlo

    Hi Bryan,

    My name is Nicole and I work for one of Zendesk's implementation partners, Envoy.  We are experienced in doing this type of work and would be happy to have a more detailed discussion on how to achieve your goal. 

    If you would like to discuss further, please don't hesitate to reach out to me at nicole@goenvoy.co.

    Thanks! Nicole

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  • Charles Magnuson

    @Bryan-Matias - How do you use Translate.com to translate Zendesk ticket??? Translate.com only provides mobile apps. How are you using their service on your computer?

    1
  • Devan - Community Manager
    Zendesk Community Team

    Hello Charles Magnuson,

    I would recommend looking into the Ticket Translation by Language app on the Zendesk marketplace that should assist you with ticket translation within Support, and it is currently free. 

    Ticket Translation by Language

    Best regards

    1
  • Chris Tomkins

    Highly recommend people taking a look at our new translation capabilities in Agent Workspace as documented here. These are currently focused on live chat, social messaging and inbound emails but are in the process of being expanded to other channels.

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  • Charles Magnuson

    Hey Chris Tomkins,

    I've taken a look at the article you linked to, but the instructions don't appear to be correct. For example:

    "The translation feature is enabled by default for all customers using the Agent Workspace."

    This is not true for our instance of Zendesk. I can look at emails from our users in any language and the only translation options available are those provided by the Chrome web browser I'm using.

     

    "Enabling translation

    When a language difference is detected in an incoming message, a banner appears on the workspace, letting the agent know the end user’s language and allowing them to enable translation, if they choose."

    Again, this is not true. No matter what language is used in the incoming email I view in Zendesk, Zendesk provides no translation options.

     

    Why does our instance of Zendesk not provide these options that the help article claims are available to all Zendesk agents?

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  • Brett Bowser
    Zendesk Community Team

    Hey Charles,

    Are you still experiencing issues with the Translations not working in your Agent Workspace? If so, I'll need to create a ticket on your behalf so our Customer Care team can take a look at some ticket examples.

    Keep me posted!

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