Translating conversations in the Zendesk Agent Workspace

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  • Nico V

    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.

  • Stephan Seyfarth

    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.

  • Kris

    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. 


  • 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! 

  • Bialkowska-Gulowaty, Magdalena

    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


    • 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.


  • 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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