Magdalena BG (Admin)

Hi Zendesk Team,

I am exploring some potential translation capabilities in Agent workspace (Support).
New tickets (created via email or chat channels) may contain client specific abbreviations and/or wording – how can a list of such KNOWN wordings/Glossary be uploaded (made available) to Zendesk so that:

• the translation feature either does NOT translate this specific wording

OR

• the translation feature translates the specific wording as predefined in the "glossary"?

As an example:
the client uses the abbreviation "URt" (which means “urgent request”).
When a ticket with this abbreviation is created and the agent uses the translate feature:
• The ticket body is translated and URt abbreviation remains untranslated
• The ticket body is translated and URt abbreviation is replaced with its meaning (urgent request)

I've already reviewed a significant number of resources in the Support Knowledgebase, but I haven't found any information about similar case.

Thanks!