Translating conversations in the Zendesk Agent Workspace

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23 Comments

  • Júlio César

    Awesome feature :)

    2
  • Oscar Aguilar

    I don't see this activated in my instances, is there a parameter to activate it or a publishing date for this feature?

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Oscar Aguilar,

    This feature is currently available in Agent Workspace for Agents with a chat seat. If your instance meets this criteria and still not able to see feature, do let us know and we would be happy to check further. 

    Regards,
    Ayush

    0
  • Reneé Lasswell

    Are there plans to make this available to non-chat Enterprise customers? I'd like for my agents to have this available for Support.

    2
  • Brett Bowser
    Zendesk Community Team

    Hey Reneé,

    There are no plans at this time so I would recommend using Google Translate or taking a look at our App Marketplace to see if there's a 3rd party integration available.

    Let us know if you have any other questions!

    0
  • Tobias Hermanns

    Hi,

     

    we use our own custom APP for that, how can I disable the Translate feature from Workspace I don´t want to click "x" always when I open tickets.

     

    Thanks.

     

    0
  • Fokina Aliaksandra

    Good evening, we are not able to connect the function of automatic translation of tickets. In the agent workspace, we could not find this function.

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Fokina Aliaksandra

    This feature is currently available in Agent Workspace for Agents with a chat seat. If your agents meet this criteria and still not able to see feature, do let us know and we would be happy to check further. 

    Regards,
    Ayush

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Tobias Hermanns,

    We do not support disabling the language detection feature in Agent Workspace currently. We have taken your feedback and will inform you if we build a way to disable this in future.

    In the meantime, I would recommend dismissing the language detection banner.

    Regards,
    Ayush

    0
  • Tobias Hermanns

    Hi Ayush,

    I try to work with "dismissing it", but close Tab / reopen tab, is show it up again.

    So not very useful even the dismiss, when not store by browser and or need do by every ticket we touch.

    I want to try another way and disbale Chat Seats on our Agents not using chat but so far Zendesk also remove mass-edit of chat seats and not funny go through 100 agents manually in admin center to remove chat seat to not see Translation bar.

    So I hope there can be better solution in future on that.

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Tobias Hermanns

    Noted on the feedback, I will update on this thread once we have a solution that works for you.

    Regards,
    Ayush

    0
  • Anton Verhelst

    When will this be available for other channels than Chat?

    Your article states that email is supported, but I get the following error (see attachment)

    With the native translation feature in Agent Workspace, agents can choose to translate incoming messages (coming from the end user) and outgoing messages (going to the end user) in the following channels:

    • Live Chat
    • Social channels
    • Email (Includes incoming messages sent by the end user, and tickets created by APIs and web forms. Does not include emails sent via other channels.)
    • Sunshine Conversation channels
    • Zendesk messaging (currently in beta)

    0
  • Thomas D'Hoe
    Community Moderator

    Same here, I think the article is not up to date. 

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Thomas D'Hoe and Anton Verhelst,

    We support translations for incoming Emails in Agent Workspace. Outgoing translations are not supported, as shown in the tooltip.

    Outgoing translations can be enabled using existing Apps in the marketplace like Unbabel and Language.io.

    Regards,

    Ayush

    0
  • Riah Lao

    Hi, 

    Our team reported that the Google Translator tool does not translate messages from the agents, but only from the customers.

    We have other Non-native agents, QA, Training, SMEs do reviews/drilldown and this feature would have been great if it works on both sides.

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Riah Lao

    Translations in Agent Workspace is currently supported for incoming (Agent -> End User) and Outgoing (End User -> Agent) for the following channels,

    • Live Chat
    • Social channels
    • Sunshine Conversation channels
    • Zendesk messaging

    In case you are using one of the above channels and outgoing translations are not available, please let us know and we would be happy to check the case for you.

    We only support translations for incoming Emails in Agent Workspace. Outgoing translations can be enabled using existing Apps in the marketplace like Unbabel and Language.io.

    Regards,
    Ayush

    0
  • Henning Slott

    Hi Ayush Upadhyay

    A question regarding the email support in agent workspace. You inform that we need 3rd. party apps for outgoing translation.

    Do you have any intention of expanding the outgoing translation to email support? We really need that feature, and are not currently interested in using 3rd. party apps for translation that way. :)

    Thanks!

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Henning Slott

    Thanks for reaching out. There are no immediate plans regarding bringing outgoing translation to email support. 

    I am curious if there is any use case not being served through the existing 3rd party marketplace apps? Usually, AI powered machine translations (like Unbabel) fare much better in terms of translation quality of large paragraphs of text.

    Regards,

    Ayush

    0
  • Tobias Hermanns

    Ayush Upadhyay

    3rd Party Apps are so very expensive. That may some company decide that Google is good enough for translate. So I would also support the request from Henning Slott to have it both way, if companies like better quality they can start using 3rd Party App´s but for smaller Teams which need support EMEA region, some build in feature would be really helpful.

     

    Kind Regards,

     

    Tobias

    1
  • Henning Slott

    Hi Ayush Upadhyay

    Thanks for your reply. :)

    Using a 3rd party translation tool is definitely a solution, but the current pricings seems a bit too much on what we are looking for.

    We are currently on a Pro suite plan, and we like the idea of having a integrated translation like the one you have made for Zendesk. And since you have made it, why not staying at that integration, instead of getting 3rd party apps? :)
    The incoming translations work perfectly. So that's why we hoped that outgoing translations also would be made from your google translate integration.

    Since that isn't coming in the near future, we will look at other options like the 3rd party translation. :)

    Thanks!

    0
  • Tobias Hermanns

    Henning Slott

    You can try contact https://cedricfjacob.com/ he may can assist you to get at least some kind of Google Translate APP into Zendesk which is way cheaper as you pay once for APP and then small fees to Google Engine ;)

    Kind Regards,


    Tobias

    0
  • Henning Slott

    Hi Tobias Hermanns

    Thanks for the link.
    Getting a custom made app is definitely also a option, which i will look closer at! :)

    Have a nice day.

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Henning Slott & Tobias Hermanns

    Noted on the feedback. I will drop a note if do we end up working on the feature. :)

    Regards, 
    Ayush

    0

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