How Inbound Tickets are Translated
Once the Smartling Zendesk Support plugin is installed and set up:
- Smartling will auto-detect the language in any inbound ticket.
- Any languages detected outside the Zendesk account default language will have a language tag automatically applied to it.
- If the automation type is set to full, all threads are automatically translated.
- If the automation type is set to triggered, the agent can choose which threads are sent to Smartling for machine translation by clicking the Translate button in the widget. All tickets in the thread thereafter will be automatically translated.
- Translated tickets are automatically 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.
How Outbound Tickets are Translated
- Your agent can write a response to the end-user in an internal note, beginning with the tag #smartling.
- In order for your agent's internal note to be automatically sent to Smartling for machine translation once it's submitted, it must begin with the tag #smartling.
- There must be nothing but the tag on the first line.
- Following this tag, the agent can type their response to the customer's query from the second line onwards.
- Once the internal note response is complete, click Submit to send the response to Smartling for machine translation.
- Smartling will automatically insert the translated response as a public reply to the end-user.
Tip: If you need to change the source language that was automatically detected in your end user's initial ticket, you can do so by using the source dropdown.
- There are no character limits to the response.
- All agent's responses are translated.
- There is currently no way to exclude content from translation. A simple workaround is to send a follow-up untagged message, without #smartling.
- Images embedded into the ticket are not translated.
- Attachments to the ticket are not translated, but are delivered.