Zendesk Support Plugin Installation & Setup

Prerequisites

• The user installing the plugin must be an Admin user in Zendesk, and an Account Owner or Project Manager user in Smartling
  • The Zendesk Agents who may us the plugin do not need to be set up on Smartling as a user
• All activity history tracked in the Smartling project will be listed under the installer's username

In Smartling

Enable MT in the CAT Tool

To enable MT in the CAT Tool, Account Owner or Project Manager users should:

• Go to Account Settings > Integrations.
• Click CAT Tool Settings.
• Click the toggle ON to enable MT in the CAT Tool.

For more information on how to set up a specific MT Profile to MT in the CAT Tool, see MT Profiles.

In Zendesk

STEP ONE: Install the Plugin

Download the latest version of the plugin  from our Downloads page.

It exports as a .zip file for you to upload to Zendesk.

To upload the plugin to Zendesk:

• Click the gear icon to go to Zendesk Settings
• Under Apps, click Manage
• In My Apps, click Upload private app
• Name the app, e.g. Smartling Zendesk Support Plugin
  • The name can be anything, but must include "Smartling"
• Upload the .zip
• Similar to the app name, the title must include "Smartling"
• Identifier, projectID and secret should remain blank
  • Smartling will autopopulate these fields later
  • Ensure your password manager does not autopopulate these fields
• Once uploaded, you can choose to restrict the use of the plugin to specific user roles (such as Admins, Managers, Agents), or a group of user roles (such as "Support").
• Click Install

The plugin is automatically enabled. If you need to disable or update the app, or app settings, click the downward arrow on the logo.

STEP TWO: Log in to Smartling via the Plugin

• Go your Zendesk Support
• Go to your ticket queue
• Open any ticket
• Click Apps 
  • The Smartling Zendesk Plugin will be visible on the right
• Click Login
• Choose the Smartling Project you want your tickets translated in
  • This can be any project type 
  • If you need to use this plugin on more than one environment, you simply have to choose a different project when setting this up
  • The project is required to save your Zendesk Plugin settings in the backend
• Once connected, you will see a Settings button in the widget where you can select the agents who are authorized to use the plugin 
  
  • If you want only specific agents to have access, select them. This will remove the plugin for the unselected agents
  • Clicking on W/R enables the plugin to include the agent's writesInLocale (the languages the end user's ticket will be translated into for the agent to read and write a response) and readsInLocales settings (the languages the agent can read, so that end user's query will not be translated to these locales)
• Choose to automatically authorize any new agents to use the plugin by selecting the new agent checkbox

Once connected, Smartling will auto-detect the language in any inbound ticket. Any languages detected outside the Zendesk account default language will be automatically sent to Smartling for machine translation, and returned to your agent in the Zendesk account default language. Your agent can then proceed to write a response to the end-user in an internal note, beginning with the tag #smartling.

Triggers

Triggers are automatically created after completing both step one and step two above. To find the triggers:

• Click the gear icon (Zendesk settings)
• Under Business Rules, click Triggers.
• Scroll to the bottom to view the three new triggers.

1. Smartling notify new ticket: enable this trigger to auto-insert the smartling tag on any new inbound ticket.
   • This means that Smartling will auto-detect the language used in any inbound ticket and if this is not the Zendesk account default language, it is automatically sent to Smartling for machine translation.
   • Ensure your MT Provider supports your customer's native language.
   • The tag is required to send the ticket for translation.
2. Smartling notify public comment: this trigger to automatically send your agent's response to your customer once it's translated.
   • Watches subsequent tickets on the thread and ensures they are sent for translation
3. Smartling notify private comment: this trigger to automatically send your agent's internal note response to Smartling for machine translation.
   • Sends tickets with the smartling tag for translation
   • The comment must contain #smartling to send the ticket for translation

All three Triggers must be enabled. Do not modify.

Testing

Here are some tips to test the Zendesk Support plugin internally before using it with your customers (end-users).

Language

Write a ticket in a language other that the default language (or a variation of it)

You can test the installation and set up by emailing your support team a test email in any language outside the default language in your Zendesk account. Note, the plugin will not translate public comments from/to similar locales, for example a test email in British English will not be translated if the default languages in Zendesk is en-US.