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.
4 comments
Joanne
Are there any near future plans to have response emails included in translations to ticket submitters for Zendesk?? It's not a great user experience to receive non-translated responses back.
Thank you
1
Elaine
In Agent Workspace, we currently only provide support for translating incoming emails. However, for outgoing translations, users can utilize existing marketplace apps such as Unbabel and Language.io to enable this functionality.
To ensure optimal visibility to our product team, I will create a post in our Feedback - Ticketing System (Support) topic using the following template to provide them with the necessary information.
0
Carl
I believe Zendesk previously provided a service that automatically translated agents' replies to the end user's language, but they have discontinued that now. It seems it just started two weeks ago.
0
Kin
That is correct, it is here on this article. https://support.zendesk.com/hc/en-us/articles/4408832500506-Understanding-and-activating-live-conversation-translation
0