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

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38 Comments

  • Gavin F

    Also how much of a language must be present for the language detection to trigger one way or the other?  We get a lot of tickets in a mix of English and another language.  If the ticket contains even a little bit of Russian (for example) and mostly English, we want to detect the language preference as Russian.

    What's the tipping point for the detection?

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  • Gail L
    Zendesk Community Team

    Hi Gavin,

    I talked to our team about this and there are going to be different factors at play depending on the individual tickets. In this case we'd recommend sending specific examples to our support team if you need to go over some of the tickets in more depth. However if most of the email content is in English it is more likely that the auto-detection would classify it as English. 

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  • pansenzhe

    I hope zendesk can detect more languages like Greek Korean etc.  We will set the trigger to assign groups according to the user's language

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  • Paul McCabe

    Hello-

    We would like to create one or more reports which show the original detected language prior to it being set to one of our supported languages, such that we can gauge activity levels and plan resources. Does Zendesk store the original detected language in a way that is accessible to us?

    Thanks- Paul

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  • Dan Ross
    Community Moderator

    Hey Paul McCabe

    It's not stored as an attribute except for the Requester Language, however it's not a field that tracks history.

    I'd look into a trigger that adds a tag of some kind ex: 'original_eng' when a ticket is Created and Requester Language = English.

    That way, even if you change the Requester Language attribute later in the ticket's lifecycle, you'll still have the original language as a tag for reporting later.

    Let us know how you progress!

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  • Paul McCabe

    Thank you. I do understand your suggestion, however, if ZENDESK is changing the language as part of it's detection algorithm on inbound, then can we ever see what the original value was?

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  • Dan Ross
    Community Moderator

    Ah, I misunderstood. I don't think that's something that would be surfaced in a reportable manner. I'd definitely upvote that idea if you posted it as a feature request in the product feedback section of the community, I can see that being useful data to see! 

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  • Paul McCabe

    Will do- thank you!

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