When you have installed Translate Conversations, the app is enabled and is included in the Ticket Sidebar when you open any ticket in your Zendesk Support.
In this Article
Displaying the Translate Conversations App in the Ticket Sidebar
How Translate Conversations Translates an Incoming Ticket
Displaying the Translate Conversations App in the Ticket Sidebar
The following shows the Translate Conversation app in the Ticket Sidebar. In this example, the Translate Conversation app has been set as Pin to sidebar from the Apps selections.
This ticket is in English, so no translation has been done.
How Translate Conversations Translates an Incoming Ticket
The following shows the automatic translation of a ticket that arrives and needs translation.
- A customer sends an email to the Support Helpdesk. The following is an example of an email being sent to the Support Helpdesk. The email is in Spanish.
- The email arrives and a ticket is created.
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Providing Auto-translate is ON in the Translate Conversations Settings, and in the agent's settings, for a ticket that arrives in a language that needs translating, the message is translated when the ticket is first opened.
Refer to Changing the Translate Conversations Settings and Changing your Settings and Tickets in a Language you Know.
Translate Conversations detects the language, makes the translation, and adds this as a Comment (as an Internal Note) in the ticket below the original message.
Composing a Reply to a Ticket
When replying to the email, there are various options available with Translate Conversations to help you write a reply to a ticket.
You can use the Reply feature in Translate Conversations to adjust what you have written to a full reply using AI.
This adjusted reply can then be translated if needed and inserted into the ticket reply.
Refer to Composing a Reply.
Translating a Reply
There are various options available when translating a reply to a ticket.
Refer to Translating a Reply.
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