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
When a Ticket Arrives in a Language that is Set as an Agent's Known Language
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 Translate Conversations Configuration - Glossary, Translation Prompt, Known Languages for Team Member 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 Translate Conversations Configuration - Glossary, Translation Prompt, Known Languages for Team Member 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.
When a Ticket Arrives in a Language that is Set as an Agent's Known Language
For each of your team members, Translate Conversation can be set with any languages that they do not need to have translated. Each agent has their default language set in Zendesk but some agents may know more than one language and do not want tickets that arrive in a language they know to be translated. The known languages for specific agents are set using the Team Languages option in the Translate Conversations Configuration (refer to Team Languages in Translate Conversations Configuration - Glossary, Translation Prompt, Known Languages for Team Member and App Settings.
If you have been set up with any Known Languages, when opening a ticket in that language it will not be auto-translated. A message displays in the Ticket Sidebar as in the following example.
Changing your Settings for Translate Conversations
You can use the options at the top of the Translate Conversations in the Ticket Sidebar to change certain settings.
You can change the language for 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 Translate Conversations Configuration - Glossary, Translation Prompt, Known Languages for Team Member and App Settings.