In this example, a Workflow is set up to translate an Inbound message to do the following:
A new email is sent to Support and the customer message is in a language that needs translating, the translation is performed automatically.
For general information on setting up Workflows, refer to Configuring the Workflows for the Triggers+ChatGPT App.
In this Article
Creating the Workflow
Name and Trigger
Action that is Made by OpenAI ChatGPT
Zendesk Action
Enable the Workflow and Save
Opening the Trigger that is Created
Making Changes to the Zendesk Trigger for the Inbound Translations Workflow
How the Workflow Translates the Inbound Message in the Ticket
Creating the Workflow
Name and Trigger
| Name | Enter the Name, for example, Translate Inbound. |
| Trigger |
This selects the Zendesk Trigger to use, and whether this is when the ticket is Created or Updated. Select When a ticket is created (new Trigger) to create a new Trigger. You can also select an existing Trigger that has already been created for a Triggers+ChatGPT Workflow. For details on this, refer to Trigger in Configuring the Workflows for the Triggers+ChatGPT App. |
Action that is Made by OpenAI ChatGPT
The next fields determine what ChatGPT does. For this example, the following is added to the Workflow.
| OpenAI ChatGPT Action | Select the OpenAI ChatGPT Action as Translate |
| GPT-4 or GPT-3.5 |
In order to properly use, or to test, Triggers+ChatGPT you need to have a paid OpenAI API account. This will allow you to select GPT-4. For further information, refer to Open API Key in Configuring the Workflows for the Triggers+ChatGPT App. |
| OpenAI API Key |
The first time you set up a Workflow, you need to enter your OpenAI API Key which allows Triggers+ChatGPT to communicate with the OpenAI services. If you have already saved your key you will not need to enter this again. For details, refer to Open API Key in refer to Configuring the Workflows for the Triggers+ChatGPT App. |
| Translate Direction |
For the Translate Direction, select Inbound - Translate Customer Messages as Internal Notes. This ensure that the translation will be added only as an internal note, for your Agents to see, and will not go out to the customer. |
| To Language |
For the To Language, select the language to translate to. This should be the language that most of your Support Agents work in. |
The following is how this example looks when setting up the Workflow.
Zendesk Action
There are no changes needed for the Zendesk Action and this is automatically set to Add Comment to Ticket as an Internal Note.
Enable the Workflow and Save
Enable the Workflow by clicking the Enable/Disable toggle and save it by clicking Save.
The Configuration displays and includes the saved Workflow.
You can open and edit the Workflow at any time from the Triggers+ChatGPT Configuration. If you want to check or make changes to the Trigger for the Workflow in your Zendesk Admin Center before enabling it, you can leave it as disabled, check the Trigger then open the Workflow and enable it.
Refer to Editing a Workflow in Configuring the Workflows for the Triggers+ChatGPT App.
Opening the Trigger that is Created
This example Workflow was configured by selecting When a ticket is created (new Trigger). When the Workflow is saved, this automatically creates a Zendesk Trigger in your Zendesk Admin Center. You can open the trigger in your Zendesk Admin Center directly from the Workflow by clicking View Trigger.
Making Changes to the Zendesk Trigger for the Inbound Translations Workflow
There are changes needed to the Conditions in this Trigger and you can open it directly from the Workflow by clicking View Trigger.
The Zendesk Trigger Swifteq New Ticket - Translate Inbound displays in your Zendesk Admin Center.
The following is an example of how the Trigger is initially set.
Make the following changes to the Trigger:
- Add the following Conditions in the Meet ALL of the following conditions section.
Ticket > Comment Is Public - Remove the Conditions in the Meet ALL of the following conditions section.
Ticket > Ticket Is Created - Add the following Conditions in the Meet ANY of the following conditions section.
Ticket > Ticket Is Created
Ticket > Ticket Is Updated
The following shows how the Conditions should be se in the Zendesk Trigger for the Inbound Translations.
How the Workflow Translates the Inbound Message in the 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.
- When a new ticket arrives in a language that needs translating, a few moments after the ticket is created, the Triggers+ChatGPT app triggers, makes the translation and adds this as a Comment in the ticket, below the original message.
The translation shows the name as the Zendesk user who authorized the Swifteq account to access the Zendesk account when the app was connected.