How does Zendesk detect a language for a user in Support?
Zendesk detects the end-user's language in multiple ways. If you support multiple languages in Support this article covers all potential situations in how the end-user's language is detected.
- How user languages are detected if the users are created by an agent
- How user languages are set if auto-detection is utilized
- What can I do if a user's language is incorrectly set?
How user languages are detected if the users are created by an agent
If an admin or agent creates a user, their language is automatically set to match the default language of your Support account. To change your default language, open Admin Center and navigate to the Localization page. Under the Localization tab, select your default language. For more information, see the article: Adding multiple languages to Zendesk Support.
How user languages are set if auto-detection is utilized
This is only applicable to users who were not yet created in your Support account.
- Email detection: If an end user is not created in your Support account before submitting a ticket, then their language is automatically detected by the text contained in the body of their first email sent to your Support account. Subsequent emails or tickets don't overwrite the end-user's language, even if another language is consistently used. Manually set their language to resolve this.
- Help Center: When an unregistered end user selects a language in the Help Center menu bar and submits a request from that language, their user is created and their language is identified with the language of the Help Center they were viewing upon ticket submission. However, you can manually set their language if this is their preferred language.
- Web widget: Zendesk can detect a user's preferred language from their Web browser preference setting. The accept-language header, which is passed via HTTP, contains information about the user's language preference. If that is present, the language can be detected in the widget and set wthin Support. You can opt to override their browser preference by customizing your Web Widget. For more information, see Advanced customization of your Web Widget.
- Support SDK: If you are using the latest version of the Support SDKs, the language for new unregistered end users matches their device locale. If you don't support the device's locale, then the user's language is set to your account's default language.
- API: If the user is created through the API, the user's language is the default language of your Support instance. To select a specific language for the user, pass a locale in your API call.
- 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.
- Support triggers: Triggers can also update a user's language within their profile if set within the trigger Actions. For more information, see: Trigger action reference.
What can I do if a user's language is incorrectly set
Since the above information only sets the user language upon user creation, users' languages may be set incorrectly. Use any of the following options to resolve these errors:
- Manually change the user's language. This is done one at a time.
- Create a script using the Create or Update Many Users call in the Zendesk API.
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.
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"
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.
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.
"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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