I had a couple comments on language detection.
Firstly, how is language detected in Zendesk by default? I believe in the past I heard it was either manually chosen by the customer on a ticket form, or the browser language may be detected. Is that correct? Or is the actual text of the email analyzed?
Either way, the detection of English seems to fail frequently for some reason.
That comment aside, I've noticed another problem. That problem is associated users with languages (actually, one language) as opposed to tickets with languages, which would make MUCH more sense.
First, bilingual people exist.
Someone can write a ticket in Swedish. They are considered "Swedish" then. THEN, they write an email in English. Zendesk sees they are listed as a Swedish speaker from ticket 1, routes the ticket to Swedish. Result? Chaos, mostly.
I mean, this is especially true of unsupported languages. Someone will write in Chinese or Russian, and see that we only support 7 languages in the response. They will then change the language they are using in response. We will re-route these to English by default, but it's clumsy to re-sort it to French or German or whatever it actually was. It's also caused unrelated problems.
This is also true of large companies will one email address that will switch between English or German at the drop of a time.
Responses, and dynamic content, should be based on TICKET language, not a single user language. A ticket contains a single language, and should be responded to in that language.
I know this is an ask that is significant, and won't come lightly, if at all, even though this idea was obvious from the beginning.
That being said, is there a way we can CHANGE a user's language based on the language of the text of their most recent ticket?
Other than that, we will re-route to English by default if they respond, but this has caused a lot of extra work and dozens of tickets falling into a black hole at first.
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