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

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38 Comments

  • 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. 

    1
  • Ethan Stanislawski

    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?

    1
  • Zac

    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.

     

    1
  • Karen Stephen

    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...

    1
  • 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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  • Robbert Hink

    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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  • Zac

    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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  • Suzana Bueno

    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
  • Brett - Community Manager
    Zendesk Community Team

    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 :)

    0
  • Dan Ross
    Community Moderator

    Hey Eve,

    That doesn't look quite right! If you go to that user's profile, what is entered under the Language field for that user? Is it blank? My understanding is that it should default to your account language (EN for us). 

    When a user submits via the help centre, I believe it sets the language based on the locale of the help centre the form was submitted on. Ex: a form submitted from mysite.com/hc/fr/requests/new will be set to FR, but one submitted from mysite.com/hc/en/requests/new would be English. 

    You can check how the ticket was submitted by looking at the top of the ticket next to the requester email. if it says via yoursupportemail@company.com then you know it was via email. 

     

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  • Suzana Bueno

    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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  • Martin Lambertz

    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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  • Gavin F

    Is the list of languages in the above article current?  So I understand correctly that ZD does not detect Vietnamese?

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  • Eve Molloy

    Hi there,

     

    We have been using this feature successfully for a long time but in the past week we started receiving a very high number of un-marked tickets. The language field is left blank. 

     

    When I check the events it is just empty beside 'Requester language':

    Most of our customers contact us via a contact form we've linked to Zendesk which automatically fills in several ticket fields, but I think the problem above occurs when they contact our support email address directly. 

     

    We used to use the support email address exclusively before we set up the contact form and we didn't have this issue. If it couldn't detect the language it would often default to EN. 

     

    Any ideas why this might be happening now? 

     

    Thanks,

     

    Eve 

     

    0
  • Laurie

    Hi Jeff.

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

    0
  • 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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  • Alan Z.

    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?

    0
  • 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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  • Samuel Rasetti

    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.

    0
  • 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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  • Frida Karlsson

    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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  • Robbert Hink

    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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  • Greg - Community Manager
    Zendesk Developer Support

    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.

    0
  • Brett - Community Manager
    Zendesk Community Team

    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!

    0
  • Frida Karlsson

    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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  • 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! 

    0
  • Brett - Community Manager
    Zendesk Community Team

    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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  • Jeff Von Hendy

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

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  • Paul McCabe

    Will do- thank you!

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  • Jon Daniels
    Zendesk Customer Advocate

    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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