Why isn't my reply being translated in a ticket?

Question

When I translate ticket interactions, the end-user's replies are translated but my agent replies aren't. Why aren't my replies being translated?

Answer

Live translation occurs when pressing the Translate button within a ticket, works from the following channels:

• Live chat
• Social channels
• Sunshine Conversation channels
• Zendesk messaging

Messages from end user are translated in the Zendesk UI. Replies from agents are auto-translated and only visible to end users.

The ticket does not auto-translate agent messages to the default language of the end user. For example, if an agent writes in a ticket in Italian to a customer, the response could be translated to English. If the ticket is assigned to a English speaking agent, the agent will see the previous replies from the agent in Italian. Pressing Translate will only translate the replies from the customer to English.

You can find third-party apps from the Marketplace that offer similar functionality to translate other channels for both agents and end users. For example, Unbabel or Language.io.

For more information, see this article: Understanding and activating live conversation translation.