Detecting an end-user's language from an email message

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27 Comments

  • Suzana Bueno
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    Hi! Why does this shows as a "Suggested Feature" on my Admin Overview page? Shouldn't this be turned on by default? Also, I checked some of my email tickets and none of them have this "Locale set" event.

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  • Robbert Hink
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    Hey Suzana!

    This is a feature that is enabled automatically on your account. But it is a good feature to know about. The feature changes the "Language" user field that you can find in the profile of the requester.

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  • Suzana Bueno
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    But Robert, there's no event added to the ticket as stated on the article. Is it still working? Also, does it work also on tickets created via API?

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  • Robbert Hink
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    Suzana, if you are using Lotus, the event in Ticket would say "requester language".. and then fill in the appropriate language. This happens before the ticket is created, since the emails are preprocessed. Unlike API tickets, where tickets are created immediately.

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  • Zac
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    Does the ticket event and detection error prompt still appear when locale is detected? I don't see this in the interface.

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  • Martin Lambertz
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    Hi @Robbert

    same question as above - Does the ticket event and detection error prompt still appear? Does this need to be activated? 

     

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  • Greg
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    Hi Zac/Martin/All!

    The above-mentioned event log has actually been deprecated in the new UI. Apologies for the confusion and we will update this article to reflect these changes in the near future.

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  • Jeff Von Hendy
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    Any idea if this will work with Facebook/Twitter or any other channel integrations?

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  • Laurie
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    Hi Jeff.

    Unfortunately, Facebook and Twitter do not currently detect a user's language.

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  • Samuel Rasetti
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    Could we then set up a default language for specific Facebook pages? All tickets coming from our French Facebook page are set in English by default.

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  • Zac
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    Hi Samuel,

    On this page, check the section Managing Facebook tickets with business rules:

    https://support.zendesk.com/hc/en-us/articles/203661556-Setting-up-your-Facebook-channel

    I recommend setting up a trigger that detects all tickets created via Facebook Posts and Private Messages, and sets the requester language to French. It would end up looking something like the attached image.

     

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  • Jessie Schutz
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    Thanks for the thorough response, Zac!

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  • Samuel Rasetti
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    Thank you so much, Zac!

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  • Ethan Stanislawski
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    Play Store reviews can detect user's language and it appears in a sidebar. Any plans to use that data to change the language of Play Store review integration tickets?

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  • Jessie Schutz
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    Welcome to the Community, Ethan!

    I just want to make sure I understand what you're asking...do you meant that the Play Store detects the user's language but when a ticket is created in Zendesk it's not in that user's language?

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  • Karen Stephen
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    Can we use the detected language to suppress tickets?  E.g. I only want tickets in English or French - NOT Russian.  That would help us prevent some of these annoying Spam attacks that are caused and which can't be prevented because the Captcha doesn't work - the box won't stay checked off...

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  • Jon Daniels
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    Hey, Karen!

    If these tickets are being created through the widget/request form, then the language detection won't necessarily work in this case. Help Center language detection is set by detecting the browser language, and bots won't necessarily be reflecting their locale in this manner.

    That being said, can you submit a request to support@zendesk.com regarding the Captcha box not staying checked? Spam detection is something we want to ensure works for you, so we look forward to assisting you with this!

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  • andy wan
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    I don't know if it is just me confused.

    The article talks about this function. But it doesn't say where to enable automatic language detection function.

    I set a trigger that zendesk will reply to every new email that we've received the email. But I hope the reply could match customer's language. Besides that, the automation would also match end user's language. 

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  • Jon Daniels
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    Hi Andy!

    Thanks for your patience here!

    As outlined above, as long as you have multiple languages set up, email detection will be automatic:

    When you have more than one language enabled in your Zendesk, email-based language detection is automatically enabled.

    The emails will be detected automatically, but you will need to ensure that you have language-specific triggers set up, or use liquid markup to serve translated versions of your messages:

    Using Liquid markup to support multiple languages in automations, macros, and triggers

    I hope this information helps you set this up!

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  • Alan Z.
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    This doesn't seem to be on in my ZD, since email tickets do not automatically detect the user's language, but we do have multiple languages supported. How do I turn this on manually for email tickets?

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  • Brett - Community Manager
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    Hey Alan,

    When you say this functionality is not working is the issue that the users language is not being set within their user profile?

    Can you confirm you've setup these supported languages under Admin>Settings>Account>Localization as mentioned in our Adding multiple languages to Zendesk Support article. Once you've selected the appropriate languages you will then want to make sure you select the Save button at the bottom of the page.

    Let me know if that doesn't resolve the issue for you.

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  • Alan Z.
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    Hi Brett,

     

    Yes, those languages are supported, we use them for dynamic content on our macros and triggers/automations and it works just fine.

    When we receive tickets via the online form languages are set up correctly from the start, but when we receive a ticket via email Zendesk does not recognize the "customer language" from the text, so that ticket field remains empty until we edit it manually.

     

    Thanks.

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  • Brett - Community Manager
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    Thanks for the additional information Alan!

    I'm going to create a ticket on your behalf as our Support team will be able to assist further after receiving a few ticket examples.

    You should receive an email shortly stating your ticket has been created so feel free to reply back to that with any examples you may have.

    Cheers!

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  • Frida Karlsson
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    Hi all, 

    I'm trying to make Zendesk automaticly detect an end-user's language from an email but it does not work. Even thogh the end-user is writing in English Zendesk put's Swedish as the used language. Sometimes it detects Finnish but other times Zendesk selects English. I don't understand the logic. What changes could I make to make this automatic and correct? 

    Also, is it possible to change language for all end-users that already has contacted us but in one scoop? I know that it is possible to change manually but I would like to change for all of them at once if possible.

    Thank you! :) 

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  • Brett - Community Manager
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    Hey Frida,

    The auto-detection will only work for new end-users on the account. If the user has already been created and they generate a ticket in English, Zendesk will continue using the language set on their profile if it's Swedish.

    If this is a brand new user who emails in English and the profile is set to Swedish, then there may be another issue at hand. Additionally, if you'd like to bulk update users, you'll need to utilize the APi.

    Hope this helps!

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  • Frida Karlsson
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    Hi Brett,

    Thank you for your answer!

    Yes I have new users getting the wrong language. A Finnish-writing user gets Swedish language and so on. Do you know what might be the cause of this?

    /Frida

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  • Brett - Community Manager
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    Thanks for the update Frida!

    I see you have a ticket created with our Customer Advocacy team so we will continue working with you there :)

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