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
How Translate Conversations Translates a Reply to a Ticket
Changing your Settings for Translate Conversations
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.
- 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 Setting up the Translate Conversations Glossary, Translation Prompt and App Settings.
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.
How Translate Conversations Translates a Reply to a Ticket
To translate a reply:
- Type the reply in your language as a Public Reply.
The relevant language shows in Your language in the Translate Conversations app in the Ticket Sidebar. In the following example, this is set as English. - Click the Translate Conversations button in the reply Tools.
- The reply is translated and replaces the text in the Public Reply.
If a Glossary has been uploaded in the Translate Conversations configuration, this is used in the translation of the Outbound message.
The Translation Prompt in the configuration is also used in the Outbound message.
In the following example, this has used a Glossary entry for Florals Online and for Velvet Red Geraniums. Refer to Setting up the Translate Conversations Glossary, Translation Prompt and App Settings.
- Send the reply by clicking Submit.
The translated text is sent as the reply.
If Add original when translating outbound is enabled in the Translate Conversations Settings, when you click Submit, the original text that was translated is added as an Internal Note.
If Auto-translate is OFF, the Inbound messages will not be translated.
An Agent can still manually translate their reply as above, and send the translated reply to the customer. Translate Conversations will detect the customer's language to translate the reply to.
Changing your Settings for Translate Conversations
You can use the options at the top of the Translate Conversations in the Ticket Sidebar to change your settings.
You can change the language for the that Customer or Your Language.
You can also override the global settings of whether you want to use Auto-Translate by setting this On or Off.
If you have admin access to the Translate Conversations app, you can click the Settings link in the Translate Conversation app in their Ticket Sidebar. Refer to Setting up the Translate Conversations Glossary, Translation Prompt and App Settings.