FAQ for Adding Auto Merge Comments in Different Languages

This article gives the steps for adding Merging comments in a different language according to the relevant customer segment.

In the following example, the initial, default Merging Rule is set up for English speaking customers with the Merging comments in English and the example shows how to add auto-merging for a segment of customers who speak Spanish and you want the the Merging comments for these customers in Spanish. For your own requirements this could be any relevant languages.

1. Identify the language of each customer using a tag.
   How you do this depends on how these customers are identified. You might have a tag already, or you may need to create a new Zendesk trigger for this.
   
   For example, if the Spanish speaking customers are served by a certain group in Zendesk, you could add a trigger with the condition to include the following:
   
   Ticket is Created AND Group is ABCD, then tag with "spanish_contacts".
   
   
2. In the Merge Duplicate Tickets app configuration, create a new rule exactly the same as the default rule for the first language (refer to Adding a New Merging Rule in Setting up the Merging Rules).
   
   In the new Merging Rule, in the Filters section, add a condition to only merge tickets that have the tag for the other language. For the example of when the tag is "spanish_contacts" this would be
   
   Tags Is Any Of spanish_contacts
   
   
3. Change the Merging comments to be in the relevant language, in this example, to be in Spanish.
   
   
4. Give the Merging Rule a Name, Enable the rule and Save it.
   
   
5. Update the default rule by adding a condition in the Filters section to exclude tickets with the spanish_contacts tag from merging.
   
   Or, if you have set up a tag for customers that the default rule applies to (in this example, English speaking customers) you could set up the default rule to include the tag specific to these customers (for example, english_contacts).
   
   
6. Display the Swifteq New Ticket Trigger and make sure tickets in both languages are included in the Trigger conditions. Refer to Changing the Conditions in the Swifteq New Ticket Trigger.