As described in Setting and detecting a user's language, there are several ways to detect and set an end user's language. One of those ways is automatically detecting an end user's language from an email message sent to Zendesk Support. Automatic detection works only for requests from unregistered (new) users and users who do not currently have a language setting selected.
The exact behavior of automatic language detection depends on the channel that the end user used to submit the ticket (for example, email vs. non-email tickets).
This article contains the following sections:
How it works
First, the text in the email message is analyzed to determine the language. The length of the email message can affect the language analysis. For example, a short message of less than 200 characters may not contain sufficient information to accurately determine the language. There is no guaranteed length at which the language will always be detected, but longer messages produce better results.
If the detected language is one of your supported languages (Admin Center > Account > Appearance > Localization) then the user's language preference is set.
- If the detected language is not enabled in your account, the language preference is set to the closest matched language enabled in your account. For example, you receive an email that contains Hungarian and that is not one of your enabled languages, but German is enabled. In this case, German, as the nearest match is set as the user's language.
Email-based language detection is especially useful if you provide support via email only since your users don't use help center, never sign in, and aren't able to set a language preference. The only other way to handle language for email-only end users is to have them send email support requests to a language specific email address such as firstname.lastname@example.org.
When you have more than one language enabled in your Zendesk, email-based language detection is automatically enabled.
The email language detection feature currently supports the following languages: