Translating conversations in the Zendesk Agent Workspace

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29 Comments

  • 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)

    2
  • Thomas D'Hoe
    Community Moderator

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

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi @... and @...,

    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.

    1
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi @...

    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

    Hi @...

    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!

    4
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi @...

    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

    @...

    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 @... 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

    4
  • Henning

    Hi @...

    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

    @...

    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

    Hi @...

    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 @... & @...

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

    Regards, 
    Ayush

    0
  • Dimitar Angelov

    Hi Guys,

    We recently moved to the Agent Workspace interface and we got a big shock today understanding that the translation feature is not supported in the mobile app for messaging in Agent workspace. We are big fans of Google Translate in the Chat as we are able to communicate with different nationalities and over 90% of our clients are visiting the chat from our mobile application. 

    So, we have no choice, but to return to the standard interface.

    Is there a deadline when this feature will be available?

    Regards, 

    Dimitar

    0
  • Will Poon
    Zendesk Product Manager

    Hi Dimitar, 

    Thanks for your feedback. We have the translation feature on our backlog for the mobile apps but we do not have any firm timelines for this feature yet. I've recorded your feedback for this feature on mobile and will revert back on this thread when we do start working on it. 

    Thanks,

    Will

     

    0
  • dave.passaro

    Is there a way to disable the translation bar option showing altogether. 
    Thanks,
    Dave

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Dave,

    At this time the translation feature is part of the core functionality and not able to be disabled. You can stop translating anytime by following the below steps:

    In the translation banner, click Stop. Or, in the conversation header, click the Options menu, then click Stop translating.

    Thanks!
    0
  • Chris Bryant

    I would highly recommend not using the translate feature since this is utilizing Google Translate.  Any PII that might be discussed with a customer is now on the cloud.  "Google Translate should never be used for translating highly-sensitive content that contains personal data or other important information. Once you enter the text in the tool, it becomes property of Google, and they can use the data to their discretion. This may result in breaches of regulations or contractual relations that you have established with your partners, customers or vendors."

     

    2
  • Christian Mortensen

    Hi!

    I noticed that some accounts have the option to translate while others do not.

    Do we need to enable anything on those accounts? For example, I have the tool pop up and also the three dots show me the option to translate. However, some other agents do not have these options.


    Thanks.

    0
  • Henning

    Christian Mortensen
    You need to be sure, that the users have Zendesk chat activated, if they need to use the translation feature in Support. :)

    If you are the admin, you will most likely have chat enabled on your user by default.

    0
  • Todor

    Hello Zendesk! 

    We're on a professional plan currently for 2 brands, but somehow I do not see the option for enabling translation. Can you point me to the area where I can enable it? For the time being, we would need it mainly in Support and later on in the Live chat.

    Thanks in advance! 

    0
  • Henning

    Hi  Todor

    Of my knowlegde, you would need to be sure that Agent workspace is activated. You can see more about it here:
    https://support.zendesk.com/hc/en-us/articles/4581758611866#topic_xjc_3d3_b3b

    Afterwards you need to activate each agent in zendesk chat, since chat is required in order to use the translation feature in support.

    I hope this will solve your problem. :) 

    0
  • Todor

    Hello Henning

    Thanks for the tip! Agent workspace is now activated but I still struggle to get the translator on...
    Can you help me somehow? :) 

    Thanks in advance! 

    0
  • Henning

    Hi Todor

    Great to hear! :)
    Remember that you need to activate the agent in zendesk chat, before the translation feature is visible in zendesk support. I'm unfortunately not 100% sure on which plan you need to be on, before translation is a option. But chat is definitely required on the specific agent.

    Have a nice day! :)

    0
  • Jason

    Hi. To go alongside the 5000 character limit, you should have a character counter when you type (unless I am missing it and it can be activated somewhere). We do need to send some larger messages but have to then check the characters over on another platform. Can't you add a character counter?

    Thanks, Jason

    0
  • Charlie T

    If Google Translate is good enough for all the other channels, including incoming email, why on earth would outgoing email by Google Translate not be considered necessary by Zendesk?

    Another totally bonkers and arbitrary decision by Zendesk, yet again.

    All my support team is going to do is type their reply into Google Translate (the exact same way you have delivered their incoming message to the team) so why not just build it in as standard.

    Ahh yes, to monetise.

    3
  • Dave Dyson
    Zendesk Community Manager
    Hi Charlie, we hear that's frustrating. For the best visibility to our product team, please create a post in our Feedback - Ticketing System (Support) topic, using this template so they have the information they need.
    1
  • Riah Lao

    Hi, 

    Can you please clarify about the limitations for this below?

    • Translations for third-party widgets are not supported.
    0
  • Viktor Osetrov
    Hello, @Riah Lao,

    Thanks for your question.

    The limitations with translation related to the 3rd-party widget apps for Intercom, Telegram, Viber, etc. from our marketplace - https://www.zendesk.com/marketplace/apps
     
     

    Can you please clarify about the limitations for this below?

    • Translations for third-party widgets are not supported.
    0
  • Sydney Neubauer

    Definitely needing the ability to have outbound translations and not third party apps. Is this something that is coming?

    0

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