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Understanding and activating live conversation translation



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Aimee Spanier

Zendesk Documentation Team

Edited Feb 03, 2025


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48 comments

Please, consider enabling the possibility to permanently diseable the translation feature instead of forcing users to do it everytime by clicking it, it is just 1 click, but still it is a waste of time.

2


The "enforced" usage of Google Translate turns the Agent Workspce into a no-go for us at the moment for legal reason. Please, consider to implement a configuration option to disable this feature.

1


I have raised this issue in November, 2021. It is more than an year now and still no development.

In Agent Workspace when a client is chatting from the mobile app, he still does not see the agent's replies in his language.

Everything is working fine if the client is on the website chat. So, why it is is so hard to be implemented in the mobile chat?

 

Can we follow up on the issue reported regarding the SDK for app translation? We would like to investigate the matter further to determine why our customers are unable to see the translated sentences. 

thanks
Kris

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Hiedi Kysther

Zendesk Customer Care

Hi Kris,

I have created a ticket on your behalf so we can investigate this issue further. Please check your email for more information. Thanks! 

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Hi Zendesk Team,

I am exploring some potential translation capabilities in Agent workspace (Support).
New tickets (created via email or chat channels) may contain client specific abbreviations and/or wording – how can a list of such KNOWN wordings/Glossary be uploaded (made available) to Zendesk so that:

  • the translation feature either does NOT translate this specific wording

OR

  • the translation feature translates the specific wording as predefined in the "glossary"?

As an example:
the client uses the abbreviation "URt" (which means “urgent request”).
When a ticket with this abbreviation is created and the agent uses the translate feature:
• The ticket body is translated and URt abbreviation remains untranslated
• The ticket body is translated and URt abbreviation is replaced with its meaning (urgent request)

I've already reviewed a significant number of resources in the Support Knowledgebase, but I haven't found any information about similar case.

Thanks!

0


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Noly Maron Unson

Zendesk Customer Care

Hi Magdalena​

After reviewing the information that you provided, I wanted to put you in contact with our Developer Support team. They have more in-depth knowledge of our platform tools and will be able to get you the best possible answers and solutions. This team works out of our Developer Support community, which will also give you the opportunity to have other developers share their insights as well!

To get in touch, please go to the community and include as much relevant information in your post as you feel comfortable sharing.

Hope this helps.

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Also found out that Agent Workspace does not automatically identifying user languages for short messgaes. Currently, it only auto-detects the visitor's language if we have 3 messages from the visitor or the total length of the messages is more than 200 characters, whichever comes first. 

This is an important feature for us as we are a globla company and we get visitors from all over the globe. Usually the visitor's messages are short. How do we make sure we are picking the right language from the language drop down if it is not auto-detecting?

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By coincidence one of my agents brought up this exact same issue as Anjana Hiregoudar today. The chat doesn't translation unless there are 3 messages AND the translation option is missing from the menu. This means our agents have to manually translate these conversations via google translate. Not a great experience.

Is there a way around this so auto-translation kicks in from the start of the chat?

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Joyce

Zendesk Customer Care

Hello,
 
We have a recent update with the auto-detect functionality. Currently, we process the visitor's language for detection if we have 3 messages from the visitor or the total length of the messages is more than 200 characters, whichever comes first. Your agent can still input the selected language from the "translate" drop-down, to then proceed to translate.
 
Our documentation team is currently working on updating our document to reflect this behavior. 

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Hi Joyce,

We have tickets from mobile SDK which has more than 200 characters but the translation banner hasn't showed up. I can't find other details about this feature outside of this article.

Could you help me check why the banner not showing up here ?
Thank you

0


Hello,

The live conversation translation feature doesn't work on tickets via the Mobile SDK channel. You can refer to the article Understanding and Activating Live Conversation Translation for more information about this.
 
Live conversation translation gives agents the option to automatically translate incoming messages (coming from the end user) and outgoing messages (going to the end user) in the Zendesk Agent Workspace. It works in live conversations from the following channels:
  • Live chat
  • Social channels
  • Sunshine Conversations channel
  • Zendesk messaging




     

0


Based on our experience, Google Translate is not too accurate. especially with French/Japanese language. We found a better Translation service in Deepl. Might Zendesk move to better translation services in the near future? 

1


I agree with Adrienne Yeoh. DeepL is much better

0


Hello,

Any plans to include the email translation for outbound messages?

Thanks.

0


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Shawna James

Community Product Feedback Specialist

Hey Guillermo, thank you so much for taking the time to provide us with your feedback about our product improvements here. I wanted to point you in the direction of our product feedback forum for Support where we collect product feedback and where our PM’s review feedback from our customers. We would greatly appreciate you using this forum to share your feedback with us for better visibility. Here is our product feedback template to get you started. Thank you!

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Hi there, 

Are there any updates about translation for email channel? Because as I see this case was very popular in the comments 3 years ago. May be since then, something has changed?

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Tony

Zendesk Customer Care

Hi Denis,
 
I hope you're doing well. If you are inquiring about outbound email updates, I currently do not have any information on this matter. We recommend that our users regularly visit our news page to stay informed:
 
What's new in Zendesk
 
Have a nice day!
Best regards

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Hi Zendesk!

Current Translation tool implementation in Agent Workspace is quite limited and often not good working.

Do you plan a review here? Do you plan move to DeepL which is better? Does AI Agent license will get a better translation in future powered by Chat GPT?

Why you can´t integrate DeepL Zendesk integration by default, it works…:
Thanks

1


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