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How does Zendesk set a language for a user in Support?



Edited Nov 17, 2023


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14 comments

Hi, I am trying to set up a ticketing system that covers three languages, I have set the rules in triggers that once it detects the tickets language it will assign them to the group with the skillset of that language.

on testing this, I have emailed myself with French text, it detects the French within the text and offers to translate the body of the email, however, it is assigned to the English group as the main language detected is English, when there is no English within the email.

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adam birbeck Have you tested forcing the Requester language as a Trigger action? E.g. conditions might be Ticket created/updated and Channel Is "French email address/widget etc"

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Hello, is the auto-detected language of the end-user stored in a ticket field I would be able to refer to in my automation / triggers? 
I have only found the option to create my own language detection triggers via some language unique keywords. Thanks for any help. 
Kind Regards, R.

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DJ Buenavista Jr.

Zendesk Customer Care

Hi Richard,
 
The auto-detected langauage for end-users depends first on what is set on their profile. Also, our system like what the article mentions, auto-detects the end-user's language in several ways if they are not yet added to your Support account.
 
Additionally, you can create a custom ticket field for Language and create a trigger that will automatically detect an end-user's language by utilizing ticket tags as well on new tickets being created.
 
Thank you!
 
 
Kind regards,
 
 

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"Social media: Language recognition doesn't work for social media tickets. When an end-user sends a ticket from a social media platform like Facebook Messenger, it's the default Zendesk account language that will be associated with the end-user profile." - This makes no sense to me. As brands often have teams for various languages, as well as Faecbook Pages in those languages, why can Zendesk not detect the language here like it does with regular emails? 

 

For routing to the language groups we need Zendesk to detect languages in social media messages like it does with emails as well. Any chance this will be improved soon? 

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Thomas D'Hoe

Community Moderator

How does language detection interact with messaging? Can the language of the end user be detected with messaging as you do with the web widget (classic)? 

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Anne Ronalter

Zendesk Customer Care

Hello Thomas,

here you can read more about Managing languages in a bot.

Also feel free to leave Feedback in this similar Community post here:
[Messaging] Auto detect website language?

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Related to the point which Yvonne Uder raised, since "Social media: Language recognition doesn't work for social media tickets." is this an improvement which we can expect in the future? Currently we made a trigger to work around this. 

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We have a multi-language Zendesk platform, with the default language set to English. Currently when creating a new customer, we enter the email address and then can input name/first name. For all other users than for our English-speaking markets, we then we need to close the customer created and reopen it then to correct the language in their user profile. As we have localized logos in our signatures per market, it is necessary for our agents to do this to ensure they do not email the customer with incorrect logo. Is there an option of adding "Requester language" to the user creation menu, in addition to email address and name? 

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Paolo

Zendesk Engineering

Hi Hege,
 
Unfortunately, this feature is not available yet. Appreciate your feedback though! I encourage you to create a new post in the General Product Feedback topic to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. 
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Hello! I am hoping to calculate volumes of tickets supported by language from data exposed via the Zendesk API. Is the default language for the customer's support account exposed in any way through any of the Zendesk API tables? 

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Jupete Manitas

Zendesk Customer Care

Hi Matthew, thanks for writing in! 
 
Depending on your end-goal but as per looking in our resources you can use the API to export your ticket data and use the locale property. Like for Tickets endpoint, you can use locale to sort your tickets and can also be used in incremental exports .
 
While Explore can also be used to look into your volume based on Requester locale attribute. Thank you!

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Just wondering: Why does Zendesk not detect language from the requester's subject line in e-mails? For us, the language is frequently set wrong because requester's decide to write only a subject line and nothing more.

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hello there, so my customer sends a message on Whatsapp in English but the bot talks to him in French (default) because language recognition doesn't work on Social Media ? That's not a cool behaviour.. Any way to bypass that ? Thank you

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