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

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As described in Setting and detecting a user's language, there are several ways to detect and set an end-user's language.

One of those ways is automatically detecting an end-user's language from an email message sent to Zendesk Support. Automatic detection works only for requests from unregistered (new) users and users who do not currently have a language setting selected.

This article contains the following sections:

How it works

The text in the email message is analyzed to determine the language, then a language is set, based on your supported languages.
  • If the detected language is one of your supported languages (set in the Localization tab of the Account page) then the user's language preference is set.

  • If the detected language is not supported in your Zendesk, the language preference is set to the closest match. For example, if you receive an email that contains Hungarian and that is not one of your supported languages, the nearest match, in this case German, is set as the user's language.

Email-based language detection is especially useful if you provide support via email only since your users don't use Help Center, never sign in, and aren't able to set a language preference. The only other way to handle language for email-only end-users is to have them send email support requests to a language specific email address such as german@support.myaccount.com.

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

Supported languages

The email language detection feature currently supports the following languages:

  • Arabic
  • Chinese
  • Danish
  • Dutch
  • English
  • Finnish
  • French
  • German
  • Hebrew
  • Italian
  • Japanese
  • Korean
  • Norwegian
  • Polish
  • Portuguese
  • Russian
  • Spanish
  • Swedish
  • Thai
Have more questions? Submit a request

Comments

  • 0

    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.

  • 0

    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.

  • 0

    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?

  • 0

    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.

  • 0

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

  • 0

    Hi @Robbert

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

     

  • 0

    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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